Tom Ogunmola
Fulshear,TX
Summary
ServiceNow Business Analyst and Scrum Master leading cross-functional delivery for ITSM, HRSD, FSM, CSM, and custom applications. Improve incident resolution SLA compliance, change control outcomes, and workflow efficiency through BRD/FRD documentation, UAT coordination, and Flow Designer requirements. Deliver results using disciplined Agile practices and structured program execution.
Overview
1
1
Certification
9
9
years of professional experience
Work History
ServiceNow Business Analyst / Scrum Master
Ever Forth
Houston, Texas
08.2022 - 07.2026
- Supported requirements elicitation and business process analysis for ServiceNow HRSD, FSM, and CSM implementations, facilitating cross-functional workshops to define scope, rank initiatives, and align stakeholders on objectives.
- Translated business needs into BRDs, FRDs, user stories, and process maps, giving developers clear, testable direction and reducing rework.
- Wrote user stories and acceptance criteria for Agile/Scrum delivery, followed work through development, UI design, documentation, and acceptance, and measured delivered enhancements against initiative goals.
- Served as Scrum Master, facilitating backlog refinement, sprint planning, reviews, and retrospectives to keep delivery predictable and team aligned.
- Guided team of analysts by breaking down work into deliverables, assigning tasks, tracking requirement progress, and building project plans for requirements activities.
- Planned and coordinated UAT cycles with business stakeholders, triaged defects to closure, and secured formal sign-off before each release.
- Defined KPIs, SLA targets, and performance analytics dashboard requirements that gave leadership visibility into service performance.
- Identified automation opportunities and developed functional requirements for Flow Designer and process automation, improving process efficiency through better approvals, notifications, and routing.
- Analyzed business performance against goals during ServiceNow IT migration, identified gaps, and delivered recommendations that shaped migration priorities.
- Optimized client CMDB processes by using Discovery to identify and collect IT asset and CI relationship data, recommending process improvements based on findings.
- Advised process and service owners to mature IT and business service processes, aligning work with ServiceNow platform to improve operational effectiveness.
- Delivered stakeholder demos, end-user training, and knowledge transfer to drive adoption of new HRSD, FSM, and CSM capabilities.
ServiceNow Business Analyst
Infosys
Dallas, TX
11.2021 - 08.2022
- Led a multi-region ServiceNow ITSM rollout on time and under budget, managing a team of analysts and developers and coordinating workstreams across Incident, Problem, and Change Management.
- Reduced incident resolution time and improved change approval cycle efficiency through ITSM Incident and Change Management implementation.
- Elicited, documented, and validated business requirements from cross-functional stakeholders; translated into ServiceNow user stories, functional specifications, and acceptance criteria to ensure alignment with project objectives.
- Documented ITSM process flows for Incident, Problem, and Change Management and aligned requirements to ITIL v4 best practices.
- Managed the full change lifecycle in alignment with ITIL v4 compliance requirements; coordinated with approvers, assessors, change owners, and CAB members.
- Designed and executed test plans; coordinated UAT sessions with business stakeholders, triaged defects to resolution, and documented sign-off approvals.
- Liaised between business users and technical development teams; delivered regular demos and status updates, enhancing transparency and alignment with business goals.
ServiceNow Business Analyst
MK Group
04.2018 - 11.2021
- Drove requirements development for ServiceNow GRC solutions, aligning platform configuration with enterprise risk management and compliance objectives.
- Delivered GRC module implementation aligned with enterprise risk framework, enhancing compliance visibility and audit readiness.
- Coordinated with developers, architects, and system administrators to configure and customize Incident, Problem, Change, and HR Case Management modules, ensuring alignment with business requirements.
- Defined routing rules, assignment logic, and SLA requirements for service desk teams and validated results through UAT.
- Reduced ticket assignment errors and improved SLA compliance by configuring auto-routing for Incident and Problem Management.
- Facilitated data integration efforts across enterprise systems by building cross-functional relationships with process owners and technical integration teams.
- Reviewed and approved or rejected Change Requests as a CAB member, ensuring compliance with Change Management policies and risk thresholds.
- Partnered with QA to design test scenarios, prepare test cases, validate development work against business requirements, and maintain defect logs.
ServiceNow Business Analyst
CSI Corp
07.2017 - 03.2018
- Led migration of IT Service Requests to ServiceNow, improving process efficiency, auditability, and end-user experience across the organization.
- Facilitated requirements gathering workshops and stakeholder demos; secured formal sign-off on functional specifications prior to production deployment.
- Created user stories, acceptance criteria, and functional specifications; facilitated functional testing, UAT execution, and defect triage to ensure quality delivery.
- Documented current-state and future-state processes for Change and Service Request Management, identifying approval bottlenecks and recommending improvements.
- Reduced unauthorized changes and improved CAB efficiency by redesigning and automating Change Management approval workflows.
- Standardized ITIL processes and best practices organization-wide through process improvement workshops and governance documentation.
- Supported configuration of Incident, Change, and Service Request modules; assisted in setting up SLAs, notifications, and approval workflows.
- Developed training materials and conducted end-user workshops to enhance understanding and adoption of new ServiceNow processes and workflows.
Education
Master of Arts - Marketing Management
Eastern Mediterranean University
Cyprus01-2014
Bachelor of Science - Marketing Management
Covenant University
Nigeria01-2008
Skills
- ServiceNow expertise
- Requirements engineering
- Methodologies: Agile, Scrum, SAFe, ITIL v4, Waterfall, hybrid
- Automation and integration: Flow designer, process automation, integration hub
- Testing and QA
- Reporting and analytics
- Change management
- Tools: JIRA, Confluence, Microsoft Visio
- Soft skills: Stakeholder management, cross-functional leadership
Personal Information
Title: ServiceNow Business Analyst | ITSM HRSD FSM CSM Custom Application ITSM
Certification
ServiceNow Certified System Administrator (CSA) | ServiceNow CIS Field Service Management (FSM) | ServiceNow CIS HR Service Delivery (HRSD) | ServiceNow CIS Customer Service Management (CSM) | ITIL v4 Foundation | Certified Scrum Master
Accomplishments
- Reduced incident resolution time and improved change approval cycle efficiency through ITSM Incident and Change Management implementation.
- Reduced ticket assignment errors and improved SLA compliance by configuring auto-routing for Incident and Problem Management.
- Reduced unauthorized changes and improved CAB efficiency by redesigning and automating Change Management approval workflows.
- Delivered a multi-region ITSM rollout on time and under budget, leading analysts and developers across Incident, Problem, and Change Management.
- Delivered a GRC module implementation aligned to the enterprise risk framework, strengthening compliance visibility and audit readiness.
- Led requirements and a team of analysts for HRSD, FSM, and CSM implementations as Business Analyst and Scrum Master.
Timeline
ServiceNow Business Analyst / Scrum Master
Ever Forth
08.2022 - 07.2026
ServiceNow Business Analyst
Infosys
11.2021 - 08.2022
ServiceNow Business Analyst
MK Group
04.2018 - 11.2021
ServiceNow Business Analyst
CSI Corp
07.2017 - 03.2018
Master of Arts - Marketing Management
Eastern Mediterranean University
Bachelor of Science - Marketing Management
Covenant University