Wale Winjobi

• ServiceNow Sr Developer to support the development of the Client Audit
  application, as well as support Client Operations and Maintenance related
  to ITSM, ITOM, GRC, IRM, CSM.
  Developed custom applications and modules in ServiceNow to support
  business requirements.
  Analyzed user stories, designed process flows, and wrote scripts for
  automation of ServiceNow tasks.
  Configured the ServiceNow platform to ensure efficient operations.
  Created workflows to automate processes within the ServiceNow
  environment.
  Provided technical assistance and training to end users on the use of
  ServiceNow.
  Collaborated with other developers in order to create an integrated
  solution that meets the needs of customers.
  Ensured compliance with security policies when creating or modifying
  applications.
• CSM (Customer Service Management) & CSM Portal Experience
• . Implemented and configured the ServiceNow CSM module to streamline customer service processes.

. Collaborated with cross-functional teams to gather requirements and design solutions to enhance customer experience.

. Customized and configured ServiceNow CSM workflows, catalog items, and knowledge bases to align with the business needs.

. Conducted user training sessions and provided ongoing support to ensure the successful adoption of CSM functionalities.

. Leveraged CSM reporting and analytics capabilities to identify trends, measure performance, and drive continuous improvement.

. Designed and developed customer-facing portals using ServiceNow CSM Portal capabilities.

. Created intuitive and user-friendly portal interfaces to enable self-service and empower customers to resolve their issues independently.

. Customized portal layouts, themes, and branding to align with the company’s visual identity and enhance the user experience.

. Implemented personalized content and knowledge bases within the company’s visual identity and enhance the user experience.

. Implemented personalized content and knowledge bases within the portal to provide relevant information and support resources to customers.

. Integrated the CSM Portal with the backend systems, such as ticketing and case management, to ensure seamless information exchange and workflow automation.

• Provide configuration update support and functionality checking within the
  development cycle of ServiceNow
  Work closely with ServiceNow functional team to build requested items and
  tasks. using workflows to manage processes from the customer to the fulfillment teams.
  Work with functional and admin teams to deliver automated workflow
  solutions in ServiceNow.
  Works directly with IT Management to align ServiceNow with IT organization
  strategy Configure User Accounts, Groups & Roles
  Use the UI to administer Tables, Fields and Relationships
  Establish and follow governance to allow for cohesive development from
  multiple organizations and teams.
  • Created granular documentation for multiple levels of policies such as
  policy, area and section with new application memorandum added to update
  policy owner with latest update
  • Leveraged UCF to align Policy and compliance solution with government
  agencies with NIST SP 800-53 R4 guidance.
  • Leveraged ServiceNow to create a dashboard for stakeholders, using
  ServiceNow widgets, reports, indicators, trends and Performance analytics
  • Configured the Risk register form to capture different categories, created
  risk framework.
  • Entity scoping, Control objectives, Compliance test.
  • Created test scripts, developed training session on ServiceNow.
  • Identity management, Access control and User admin
  • Used ServiceNow for ticketing/change management.
  • Led GRC implementation engagement from development stance,
  coordinating with offshore engineers and onshore team.
  • Facilitated IRM Implementation, including phase 0, requirement gathering.
  • Supported vendor/software selection and evaluation effort.
  • Managed project status update on weekly basis with detail of weekly
  achievement and future objectives.
  • Performed process flow documentation.
  • Facilitated various workshops with various stakeholders to understand the
  pain points and opportunity for improvement in the new IRM tool.
  • Worked across Logistics, Engineering, Finance, Customer Service, Sales, and
  • Manufacturing organizations to improve product reliability, reduce board
  repair • time, automate reporting, and minimize waste.
  • Organized and reported training statistics to company-wide management.
  • Managed end-to-end process for updating and verifying special orders data
  • Experienced in windows system administration which including Microsoft
  Active Directory, Windows group policy design, and deployment.
  • Performed active directory user/computer accounts and group policy
  management.
  • Created user accounts, configured user profiles, local and global groups and
  implemented group policies - managed share permissions.
  • Managed Incidents and change management
  • Created data verification methods to comply with standard system
  procedures.
  • Integrated and updated computer systems with latest technologies required
  for Works closely with application administrator to understand impact of work
  In depth understanding of ServiceNow functionality and how ITIL processes
  can be implemented in ServiceNow including, but not limited to Incident
  Management, Change Management, Problem Management, Service Catalog,
  Knowledge Management, and Service Portal modules.
  • Implemented OOB ServiceNow SecOps (Vulnerability response and securityincident response) plugins.
  • Configured remediation target rules, grouping rules and task rules for
  vulnerability response.
  • Use data-driven techniques, analyze and interpret data.
  • Perform system and application configuration and management.
  • Provide customer support of tickets assigned to the ServiceNow team.
  • Provides analysis of problems while working toward solutions to technical
  issues
  • Complete development, configuration and workflow administration to
  support business processes in the platform.
  • Actively manages the life-cycle of the platform.

Employee Service Center Experience (ESC Portal)

. Developed and customized the ESC portal in ServiceNow.

. Implemented advanced features such as dynamic forms, dependent fields, and conditional logic to improve user experience and streamline service request processes.

. Collaborated with stakeholders to gather requirements and translate them into technical specifications for portal development.

. Configured access controls and permissions to ensure proper security and data privacy within the ESC portal.

. Conducted thorough testing and troubleshooting to identify and resolve any issues or bugs in the portal functionality.

. Provided ongoing support and maintenance for the ESC portal, including promptly responding to user inquiries and addressing any reported issues.

. Stayed up to date with the latest ServiceNow platform updates and implemented relevant enhancements and best practices in the ESC portal.

. Documented the ESC portal’s design, configuration, and processes to facilitate knowledge sharing and enable efficient handover to the other team members.

• Worked across Logistics, Engineering, Finance, Customer Service, Sales, and
  • Manufacturing organizations to improve product reliability, reduce board repair
  • time, automate reporting, and minimize waste.
  • Organized and reported training statistics to company-wide management.
  • Managed end-to-end process for updating and verifying special orders data
  • Experienced in windows system administration which including Microsoft Active
  • Directory, Windows group policy design, and deployment.
  • Performed active directory user/computer accounts and group policy management.
  • Created user accounts, configured user profiles, local and global groups and implemented group policies - managed share permissions.
  • Managed Incidents and change management
  • Created data verification methods to comply with standard system procedures.
  • Integrated and updated computer systems with latest technologies required for project development.