Experienced ServiceNow Administrator/Analyst with 4+ years of experience in configuring and managing the ServiceNow platform. Proficient in Incident management, workflows, reports and dashboards, developing custom applications. Requirement gathering and integrating ServiceNow with third-party tools and systems.
Hi, I’m
Paul Akeju
ServiceNow Admin/BA
Carmel,United States
Summary
Overview
13
years of professional experience
Work History
Pabak Contractors, Indianapolis, IN
ServiceNow Administrator
2018.12 - Current (4 years & 9 months)
Job overview
- · Translates requests from stakeholders about process improvements and enhancements into clear and concise requirements for developers.
- · Perform requirement gathering for enhancements and improved functionalities.
- Design, create and configure Business Rules, UI Policies, UI Actions, and ACLs.
- Configuring SLA and Resolution of several related incident tickets
- Monitor health, usage, and overall compliance of ServiceNow and its applications, coordinates application and platform upgrades.
- Importing several data into Servicenow using Import set process
- Creation of several catalog Items. Design and implementation of its automation process using Workflow or flow designer.
- Reporting and Dashboard to visualize status of event on Servicenow instance,
- Coordinate communication between various departments to ensure awareness and approval for releases, enhancement, defects, and any other changes that impact various environments that we support.
- · Perform business requirements gathering, data validation & data mapping review, gap analysis, Business Process flow, Business Process Modeling for ITSM work streams.
- · Write simple, concise and detailed use cases, develop business test cases, and work with QA teams during testing phase to facilitate acceptance testing with stakeholders and business users.
- Responsible for all aspects of lifecycle of ServiceNow platform, including design, development, planning, implementation, configuration, and ongoing support.
Bell Techlogix, Carmel, IN
IT Support Specialist
2015.11 - 2018.12 (3 years & 1 month)
Job overview
- Creating and maintaining service level agreements with related targets and offerings.
- Provide troubleshooting by impersonating ServiceNow Users to resolve issues where necessary.
- Managing and updating administration and configuration documentation of platform.
- Perform day to day administration of ServiceNow system, including making approved changes to process and workflows. Perform ServiceNow implementation tasks including but not limited to configuration, integration, testing, requirements gathering and solution design.
- Performs analysis of incident and problem events to identify trends and service improvement opportunities. Develops recommendations based upon analysis and drives organizational efforts to implement.
- Create user-training material and conduct classroom-style and 1x1 training sessions for our stakeholders.
- Able to communicate complex technical concepts in detail, clearly, to other technical people and non-technical people.
- Facilitate and support rollout of new application and enhancements in ServiceNow.
- Lead technical analysis of additional module implementations within ServiceNow, including requirements gathering, process modeling and gap analysis and mitigation.
- Analyzes user requirements to improve system capabilities, automate process workflows and address scheduling limitations throughout development and delivery of ServiceNow roadmap.
- Providing ServiceNow administration and development support to service owners with a view to continuously improving service quality.
- Experience in ITIL service management processes, with practical knowledge and experience in Service Operation lifecycle processes.
- Create service catalog items with User criteria, variables, variable sets, record producers and workflows after review of user stories with business analyst.
Gathgate Technologies , Victoria Island, Lagos
Technical Support Specialist
2010.11 - 2015.06 (4 years & 7 months)
Job overview
- · Explained technical information in clear terms to non-technical individuals to promote better understanding.
- · Assisted customers in identifying issues and explained solutions to restore service and functionality.
- · Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- · Developed and tested new product offerings prior to release to assist development team in bug identification.
- · Explained security measures in simple terminology to help users understand malware and phishing threats.
- · Assisted with updating technical support best practices for use by team.
- · Translated complex technical issues into digestible language for non-technical users.
- · Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- · Recorded and maintained relevant notes for each client and work order.
- · Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved 8-15 technical support inquiries per day
Education
Lagos Sate University Lagos Nigeria
Bachelor of Arts from International Relations And History
2009
University Overview
Skills
- · Strong Understanding of ServiceNow platform architecture and data model
- · ITIL Knowledge
- · Proficiency in developing and administering workflows, reports and dashboards.
- · Knowledge of ServiceNow security and permission framework
- · Familiarity with scripting languages such as JavaScript
- · Workflow/Flow designer management
- · Communication and Collaboration
- · Effective and Efficient gathering of requirement
- · Reporting and Performance Analytics
- · Performance Improvement
- · Proficiency in ITSM Modules
- · ITOM (Configuration Management Database)
- · Integration with third party tools/Applications
- · Problem solving and troubleshooting
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The price of inaction is far greater than the cost of a mistake
Timeline
ServiceNow Administrator
Pabak Contractors
2018.12 - Current (4 years & 9 months)
IT Support Specialist
Bell Techlogix
2015.11 - 2018.12 (3 years & 1 month)
Technical Support Specialist
Gathgate Technologies
2010.11 - 2015.06 (4 years & 7 months)
Lagos Sate University
Bachelor of Arts from International Relations And History