SUMMARY:

• 10+ years of experience in design and driving requirement gathering with stakeholders, ensuring that business needs are translated into technical requirements that will ultimately provide Customer/User satisfaction.
• Experience covers Service Catalog and request fulfillment, Incident Management, Knowledge Management, Change Management, Release Management, Request Fulfillment, Problem management, SLA definitions, Asset management, Inventory and Contract, HR, Finance, Self - service portal. Integration and migration to ServiceNow and ServiceNow upgrades. End to end implementation.
• Experience working in an Agile environment with ITSM best practices, implementing end-to-end projects in different modules of the ServiceNow interface with strong knowledge of SDLC Scrum methodology.
• Commercial Awareness - I consistently take into consideration commercial implications of actions when making decisions or setting objectives for myself and others.
• I also have more than 3years experience as a Project Manager. I have worked relentlessly to plan, budget, monitor and give detailed reports.
• Customer Focus -I always show depth of approach in communication with customers/clients. Develop relationships with customers to address underlying needs and identify areas for improvement.
• Leadership & Team Work - I Strongly demonstrate great team work through sharing the workload to ensure the team meets its objectives. Keep the team informed and up to date with relevant information and consistently encourage continuous improvement.
• Business Analysis Techniques - I am quite familiar with a broad range of modelling techniques. I work independently and frequently provides advice/support to colleagues on areas of knowledge. I have often times proven competence to work on a few larger scale or more complex projects. Shows, shown a desire to improve techniques and methods employed. Frequently demonstrates sound understanding of the key purpose of analysis activity. Can, effectively analyse given information, identifying relevant relationships and resolving given business problems. Can independently pick up new analysis tools and techniques quickly. Analysis deliverables benefit from peer review but do not require significant rework Frequently demonstrates a sound understanding of the key objectives and strategies of the majority of business functions within the organization
• Drive and Initiative - I apply extra effort to meet the team’s objectives and deadlines without supervision and demonstrate a strong determination to achieve business goals despite opposition.
• Communication Skills - Under minor supervision, I conduct stakeholder analysis to understand communication preferences and certain characteristics, occasionally apply analysis without supervision. Without supervision, I regularly select the most appropriate communication method based on goals and characteristics of the audience and adapts templates to complete documents appropriate for the audience, with limited repetition of information.
• Information Capture - I demonstrate a sound knowledge of the appropriate information capture techniques appropriate for any situation and work independently on information capture activities. I can supervise others on the selection and use of appropriate techniques while Identifying the needs of different classes of stakeholders and know how those needs would be catered for in the management of interviews, workshops, materials, etc. for such stakeholders.
• Strategic Management - I contract negotiations and strategic financial analysis to increase efficiencies and reduce cost while maintaining solid rapport with business partners, that is I exhibit Basic Vendor Management.
• Project Management - I demonstrate the ability to produce plans that supports the definition of schemes of some complexity and regularly support project control techniques, sometimes unsupervised. I identify and manage risks associated with various projects including mitigating actions.
• Business Process Improvement Skills - I analyze information gathered about current business processes and business aims in order to identify improvements at a project level. I am aware of wider issues including cultural, organizational and business constraints affecting options for change, the risks, costs, potential benefits and feasibility of the potential approaches or potential alternative processes to achieve business aims. I facilitate cost estimation by obtaining information and costs from potential suppliers and from experience of previous projects.

TECHNICAL SKILLS:

• Scrum Institute
• PeopleCert USA
• University of Benin, Nigeria
• B. Eng
• MS Visio
• ServiceNow
• Microsoft Office Suite
• Outlook
• Daily Scrum

PROFESSIONAL EXPERIENCE

Confidential, Boston, MA

Responsibilities

• Lead and participate in requirements gathering; validating requirements with process owners to meet proposed business value and offer advice where applicable.
• Review & translate business needs into Requirements for technical development teams (Dev Ops)
• Create, detail and review user stories with IT process owners/stakeholders in ServiceNow SDLC throughout the lifestyle.
• Collaborate to ensure that SLA’s are met to ensure that customers/users satisfaction remains high, and escalations are prompt
• Serve as a point of contact between the business and technical teams for application development and post production review in ServiceNow modules (Incident, Problem, Change, Service catalog)
• Carry out demo/training for all users so that proper knowledge on using the service request management process is followed when requesting for items.
• Ensure that all tasks associated with a request are properly executed by fulfillment groups to ensure a seamless process
• Facilitate migration and integration projects on ServiceNow with other applications like Jira
• Implementation of two step checkout model and implementing clearly defined variable sets used more consistently across catalog items
• Create use cases and perform UAT testing to ensure that specifications are met
• Manage email templates & SLA notification for Problem, Incident, Request Fulfillment, User Story tasks and deployment activities during application development lifecycle
• Design and manage email notifications for service catalog, request fulfillment, asset and configuration management, incident and problem management with escalation requirements
• Lead in requirements gathering workshop for service catalog revamp project to define a distinct high-level split of catalogs into multiple catalogs such as Service Portfolio catalog, Service catalog and Technical Catalog
• Gathered requirements around the revamp of service catalog to provide a more user friendly.
• Assist in coordinating the process integration between incidents and other related records
• Validate requirements from stakeholders to maintain process flows, use cases, information needs, test scenarios and obtain functional design specification approvals
• Engage in weekly story backlog grooming with process owners for incident, problem, service catalog, request fulfillment, change, and self-service portal
• Facilitate continuous service improvement project to ensure consistency of variables across multiple processes/ modules and variable sets across several catalogs
• Collaborate with process owner, service catalog manager to develop, implement and maintain IT service request fulfillment process for enhancement intake of catalog items
• Mentoring trainee business analyst and sharing knowledge that will enable them carry out the job in the most professionally acceptable manner.

Business Analyst

Confidential, Boston, MA

Responsibilities:

• Requirement gathering, validating requirements with stakeholders for proper sign-off before development
• Review and translate business needs into requirements for technical development
• Write and submit user stories using best practice method of who-what-why with clear cut Acceptance criteria
• Complete QA testing to ensure that requirements are built according to stakeholder’s specifications afterwards carry out testing demo with stakeholders.
• Write and review test scripts for stakeholder UAT Testing of enhancements/defects developed for various process areas
• Manage Backlog and ensure that stories are developed and released in agreed sprints
• Member of the Scrum meetings- daily standup, backlog grooming, sprint planning, retrospective meeting, releases
• Set up the enhancement intake process for the client
• Worked on standard email notification for all active application in the service now interface e.g. Problem, Incident, Request Fulfillment, Enhancement process intake process.
• Conduct weekly and bi-weekly meeting with stakeholder to review ideas/enhancements from users
• Collaborate with service owners during the weekly or bi-weekly meetings to develop new items, activate new modules and also maintain the IT service request fulfillment
• Gathered requirement on standard SLA for catalog items, Under-pining contract and priority tickets
• Gathered requirement for the Platforms and data Management
• Create document mock-ups to support requirements & write use cases with process scenarios
• Gathered requirement for the HR onboarding and Offboarding form for both automated and manual process
• Facilitate continuous service improvement by working with stakeholders in all required modules via enhancements and defects
• Identified opportunities for business process improvement based on the IT Service Catalogue and promote IT service and value
• Attend daily scrum team stand up calls with scrum master and team members
• Create training plan and documents and carry out training/demo on ServiceNow for end users as part of knowledge transfer to teams on assigned branches
• Engage in weekly story backlog grooming with process owners for incident, problem, service catalog, request fulfillment, change, and self-service portal
• Successful completion of projects/enhancement within measured sprints

Business Analyst

Confidential, Boston, MA

Responsibilities:

• Worked with key stakeholders to gather requirements on all major ServiceNow modules and interpret business needs in a software development environment (SDLC) through enhancement intake process
• Create detailed user stories, review and validate stories with IT stakeholders in ServiceNow SDLC throughout its lifecycle
• Set up service catalog in a revamp project to define a distinct high-level split of catalogs into multiple catalogs such as Service Portfolio catalog, Service catalog and Technical Catalog
• Create training plan and documents and execute training on ServiceNow to end users and fulfiller training as part of knowledge transfer to teams in designated regions
• Participate and contribute effectively in all Scrum Events to ensure the successful completion of projects
• Provide Scrum Product backlog, ensure that it is maintained and prioritized accordingly to meet specification and deadline.
• Managed procedures for submission, review and authorization of change request
• Ensure that change process and compliance are properly adhered to by approvers, assessors, change owners, clients and assignment group owners to detect and report unauthorized changes.
• Manage email notifications for problem, incident, request fulfillment, user story tasks and deployment activities for IT services in ServiceNow
• Implement defined variable sets that are applied across catalog items
• Perform QA testing during upgrade implementations in AfriBank Plc
• Develop detailed BRD and SRD used in the bring functional requirements to live
• Set up users email notifications and customization of users homepage and dashboards
• Create test scripts, use cases and perform UAT testing to ensure that specifications are met
• Assist and guide technical teams to follow the ITSM processes in general and collaborate on continuous improvement and quality of service

Confidential, Boston, MA

Project Manager

Responsibilities:

• Designing and applying appropriate project management standards for in corporation in the MTN/AIRTEL/GLO Review Process
• Managing the production of the required deliverables
• Planning and monitoring the project
• Adopting any delegation and use of project assurance roles within agreed reporting structures
• Preparing and maintaining project, stage and exception plans as required
• Implement Fiber Optics backbone throughout Southern and Northern Nigeria for different Companies
• Establish Network connections between BTS sites all along project lines
• Lead surveys to determine requirements for new project in implementation of various network improvements
• Carryout expansion into 4G network for GLO/Airtel Nigeria
• Ensure Fiber-optics backbone is carried out on routes with futures expansions not affecting network downtimes.
• Managing project risks including the development of contingency plans
• Liaison with program management (if the project is part of a program) and related projects to ensure that work is neither overlooked nor duplicated
• Monitoring overall progress and use of resources, initiating corrective action where necessary
• Applying change control and configuration management processes
• Reporting through agreed lines on project progress through highlight reports and end-stage assessments
• Liaison with appointed project assurance representatives to assure the overall direction and integrity of the project
• Maintaining an awareness of potential interdependencies with other projects and their impact
• Adopting and applying appropriate technical and quality strategies and standards
• Identifying and obtaining support and advice required for the management, planning and control of the project
• Managing project administration
• Conducting a project evaluation review to assess how well the project was managed
• Preparing any follow-on action recommendations