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Click here or scroll down to respond to this candidate Teye Ogunsakin
EMAIL AVAILABLE
PHONE NUMBER AVAILABLE
Dallas, TX
SUMMARY:
5 years in IT industry, over 3 years experienced ServiceNow Developer/Administrator in all aspects of Software
Development Lifecycles, including requirement gathering, project scoping, design, implementation, deployment,
project coordination and conflict resolution.
Experience in ServiceNow administration, Managing and configuring ServiceNow Instance, including user and
access management, system upgrades and integration with other applications using REST APIs, MID servers and
web services.
Hands on experience in ServiceNow Development, Customization of applications and modules using ServiceNow
Studio and scripting language such as JavaScript..Also in creating workflow, business rules and UI policies to
automate business processes.
In-depth understanding of ServiceNow ITSM modules such as Incident Management, Change Management,
Problem Management, Knowledge Management, Service Catalog to streamline IT operations and improves
service delivery.
Major experience on SaaS (software as a service) based tools (ServiceNow), with focus on implementing ITIL
processes.
ServiceNow modules such as ITSM, GRC, SecOps, CSM.
I possess excellent communication, problem solving and leadership skills committed to deliver high quality
solutions that meet business requirements.
PROFESSIONAL EXPERIENCE:
ServiceNow Developer/Administrator.
Skybarrel Solutions, Maryland || March 2020 - Present
Used the UI to administer Tables, Fields and relationships.
Technical development using ServiceNow Platform, implements all technical aspects of service delivery to highest
level of quality (measured against customer expectation) and can solve technical problems unresolved by technical
consultants.
Configured remediation target rules to meet requirements based on risk rating and affected CIs.
Automated the process of false-positive workflow for vulnerable items.
Created and configured the Applications, Modules, Business Rules, Client Scripts, UI Actions, UI Macros in
ServiceNow.
Provided analysis of problems and resolution for the productions issues related to the ServiceNow Platform within
the Service Level Agreement. SLA.
Executed Implementation, Customization, and Maintenance of ITIL modules such as Incident management,
Change management, Problem management, Knowledge management, Service Catalog in ServiceNow.
Configured guided tour for the release process to guide users how to create a release reports and walk users
through the process of completing the release tasks associated with the release records.
Setting up Access Control Lists (ACL) to restrict access to other users who do not have required roles.
Leveraged ServiceNow to create a dashboard for stakeholders using ServiceNow widgets, report, indicators, trend,
performance analytics, integrating design and development.
Documented the help text verbiage for the release and configure help for all fields in the release form.
Building Backend logic and Scripts to automate processes.
Worked with ServiceNow Workflows, Import Sets and Update Sets.
Provided troubleshooting and technical analysis with ServiceNow users to resolve issues when necessary.
Executed closing the open incidents, Problems and Enhancement requests and communicating with the customer
the status of the request, to ensure a timely customer satisfaction results.
Managed ITIL processes monitoring overall system performance using the system performance and system
Diagnostic dashboards.
Used ServiceNow for ticketing/change management. Identity management, Access control, user admin.
Worked on UI customizations for forms, lists and UI actions.
Created transformed maps for importing CMBD data.
Contributed to daily, weekly and monthly meetings with Clients on progress and discussions on the upcoming
work.
Used system logs to view information about system activities (i.e Workflow, Configuration, Transaction, Email,
Events and System Upgrade Logs), Service Catalogs (Request Items, Order Guide, and Record Producer) created
based on Clients requirements.
Managed and Resolved Incident Tickets and Request Items on daily basis.
Configured dashboards knowledge articles to be viewable on agents workspace, vast with agent workspace, CSM
portal and Service portal.
Managed technical documentation of Configuration, Customization, Integration with External Services.
Scheduling Reports daily to the customers based on their requests.
Executed various workflows for Incident Management, Change Management, Service Requests and SLA s.
Involved in implementing Service Catalog and Request Workflow Design and Configuration.
ITSM: Changed Management, Problem Management, Incident Management, dashboards, reporting.
EDUCATION AND CERTIFICATIONS:
Certified ServiceNow System Administrator.
Professional Scrum Master.
Bachelor s Degree in Urban and Regional Planning.
SKILLS:
Agile and Waterfall Methodology, CSS, Service Portal Development, SQL Database, Email Notifications, Business
Analysis, Requirement Analysis, Microsoft Project, Excel, Powerpoint, Time management, Teamwork.
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