Sophia Ifeyinwa Osu

• Experience working in Agile Scrum Environment and following Agile practices.

• Gathering business requirements and translating to user stories as well as assisting with defining acceptance criteria.

• A good understanding of ServiceNow ITSM processes such as Service Catalog, Incident Management, Problem Management, Change management, Knowledge.

• A brief stint working with Asset Management implementation process team, gathering requirement for Hardware and Software Asset management.

• Experience working on clients’ migration of services from existing service tools to ServiceNow platform, as well as requirements for upgrade.

• Experience with working closely with IT and business partners to improve core platform capabilities in line with ITIL best practice.

• Coordinates with teams to provide the right inputs for ServiceNow process definitions and workflows.

• Attend Scrum meetings to monitor performance and progress towards achieving specific goals and deliverables

• Research, review and analyze the efficiency and effectiveness of existing and proposed procedures and also develop strategies for enhancing processes in line with ITIL best practice.

• Acted as a liaison between finance, operations and other departments to collect, organize, and analyze data relevant to operating the business.

• Developed reports and presentations for the management team to support Information technology performance and strategic business initiatives

• Oversaw daily administrative duties, ensuring attention to detail and adherence to company policy

• Purchased and maintained office supply inventories on the ServiceNow asset management tool, while carefully adhering to given budget

• Provide direct and remote assistance to users/residents’ requests via Helpdesk ticketing system.

• Provided support and solution for branch system down time. This requires frequent troubleshooting for quick resolution of incidents while ensuring that problems are escalated to appropriate unit.

• Supervised and execute the day to day operational functions of the Bank including, but not limited to vault, drawer and ATM balancing; overseeing teller and customer service duties; and assisting with customer transactions using the Finacle Banking application system

• Approved customer and bank transactions within authority limits on the Finacle ITSM platform

• Supervised, coached, and developed staff regarding service expectations, policies, procedures, products, and systems transactions.

• Facilitate regular team meetings focused on sales, service and product training

• Managed difficult situations with customers by providing them with a resolution, information, or additional options. Ensured quick and proper response to all reasonable customer requests

• Collaborated in the hiring, training and retention of staff.

• Worked to acquire new business and personal banking customers, while retaining existing clients

• Explained, promoted and sold a range of appropriate bank products, offerings and solutions that met the financial needs of small business customers

• Cross-sold additional products & services to existing customers

• Identified sales leads for associate company stakeholders

• Supported customers in the completion of credit application information requirements e.g. personal balance sheets, cash flow statements, financial statements and management accounts.