Olaoluwa D.

Oladun
469-880-2481
[email protected]

PROFESSIONAL SUMMARY

Accomplished IT professional with extensive experience in ServiceNow development, administration, and maintenance.
Expertise in creating custom applications, workflows, and integrations using JavaScript, HTML, CSS, and ServiceNow APIs.
Proven ability to lead cross-functional teams, translate complex requirements into actionable plans, and deliver high-
quality solutions aligned with organizational goals. Proficient in user management, access controls, and system
maintenance within ServiceNow, with demonstrated expertise in HRSD, Service Catalog, CSDM, CMDB, and Asset
Management services. Strong analytical skills, problem-solving abilities, and a collaborative approach to achieving
results. Seeking a challenging role to leverage ServiceNow expertise in driving operational excellence and business
success.

SKILLS

 Service Catalog Management  ITIL Processes

 Problem Management  HRSD
 Incident Management  Automated Testing Management
 Asset Management  CMDB Management
 Knowledge management  HAM/SAM
 Event Management  SLA/Metrics Configuration
 Service Portal  Business Rules
 JavaScript Scripting  Client Scripts
 GlideAPI  Team Player
 Workflow Configuration  Team Collaboration
 Flow Designer  Effective Communication
 Attention to detail

EDUCATION
 B.Tech: Lagos State University, Nigeria, 2011

CERTFICATION
 ServiceNow Certified System Administrator (CSA)
 Certified Scrum Master (Agile Development)

EXPERIENCE

ServiceNow Developer/Administrator
03/2023 – Present MassHealth Qunicy Massachusetts

 Implemented and configured ServiceNow ITSM platform (Incident, Problem and Change) Management Processes,
Building Service Catalogs, Service Portal, Knowledge Articles and CMDB (Configuration Management Database).
 Successfully established required relationships between objects and Cis within conceptual CSDM, enhancing
effectiveness of configuration management processes.
 Utilized Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, Workflows and GlideAPI for Application
development and Module customization.
 Designed and implemented Record Producers, Order Guides, Catalog Client Scripts, and Workflows to streamline
service delivery and enhance user experience by developing a tailored solutions that automate request fulfillment,
improve efficiency, and ensure consistent service delivery across the organization.
 Configured various Catalog Items by developing front-end web/GUI components using JavaScript, CSS, and HTML5.
 Developed scripts to automate APM functionality, streamlining data collection, reporting, and routine tasks, which
significantly improved efficiency by reducing manual processes.
 ServiceNow implementation, including in-depth knowledge of ServiceNow functionality, database structure, develop
APIs, development tools and techniques.
 Utilized the Update Sets and Import Set functionality in ServiceNow to efficiently import and manage data within the
platform to production environments.
 Actively involved in the Incident Management process, including identifying, logging, categorizing, and prioritizing
incidents.
 Developed Flow Designer to send notifications to users at various stages of the request lifecycle in the event
management.
 Integrated LDAP with ServiceNow to synchronize users and groups.

ServiceNow Consultant
11/2022 – 03/2023 LPL Financial Austin Texas

 Implemented efficient population methods for CMDB group to ensure accurate representation of configuration items
(CIs) based on predefined criteria.
 Created dashboards and reports to show real time insights into project progress.
 Leveraged expertise in configuring modules such as Asset Management (HAM &SAM), Change Management, Incident
Management, Problem Management, Knowledge Articles and Service Catalog to ensure seamless integration with
existing organization processes.
 Integrated ServiceNow with external systems and applications using web services, APIs, and other integration
methods.
 Strong experience in customizing form design and form layout for various ITIL processes.
 Facilitated seamless integration of third-party systems with ServiceNow by developing robust APIs and web service
connectors.
 Integrated ServiceNow with various external systems using REST and SOAP APIs, and connected with cloud services
through MID Servers.
 Redesigned workflows using the ServiceNow workflow editor, simplifying complex processes for improved efficiency.
 Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts, Client Scripts,
Scheduled Jobs, Wizard Panels, Wizard Client Scripts, and Content Items.
 Enhanced the ServiceNow catalog experience by configuring variables, sets, and order guides, improving the
organization's self-service and portal functionality.
 Conducted comprehensive end-to-end testing using the Automated Test Framework (ATF) to implement updates,
including the Utah release, across all instances.
 Created customized reports and dashboards for diverse user groups, stakeholders, and management to track and
monitor organization-wide activities.
 Managed system upgrades and settings migrations from development and test environments to production.
 Contributed to the full software development lifecycle, including analysis, design, scripting, testing, user training, and
operational support.
 Monitored and ensured the accuracy, completeness, and consistency of risk data within the ERM module,
performing regular data quality checks and collaborating with relevant teams.
 Coordinated instance upgrade and migration activities using Update Sets to ensure smooth transitions.
 Defined role requirements and access permissions for Discovery administrators and users, ensuring compliance with
security policies and data governance standards.
 Led the implementation of CSDM domains within the Now Platform environment, covering Foundation, Design, Build,
and Manage Technical Services.


ServiceNow Developer/Administrator
03/2019 – 10/2022 Medtronic Haltom Texas

 Implemented and customized various ServiceNow modules like ITSM, ITOM, HRSD following ITIL processes and best
practices.
 Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge,
Service Catalog Management, CMDB and Service Portal.
 Implemented and customized HRSD module in ServiceNow, streamlining HR processes and enabling efficient
employee service requests and case management.
 Configured and Implemented the Lifecycle Management and HR-related services like Return to Office, Enterprise
Onboarding, and Transitions application.
 Implemented seamless integration between ServiceNow and Workday, ensuring real-time synchronization of User
data for enhanced data accuracy.
 Proficient in developing and maintaining end-to-end Service catalog items, ensuring seamless functionality.
 Used custom actions to Flow Designer processes to a MID Server in network while managing Integration hub.
 Utilized Flow Designer to automate complex workflows to improve operational efficiency, productivity and reducing
manual intervention.
 Leveraged Flow Designer and Integration Hub spokes to seamlessly integrate ServiceNow with key platforms,
including Azure, DevOps Boards, and Microsoft Teams.
 Configure Email Notification, Events and Schedule Jobs to notify users about specific activities in the system such as
updates to Change and Problem requests.
 Experience customizing Service Portal by modifying OOB widgets and creating new widgets as per the business
requirements.
 Implemented Virtual Chat bot in Service Portal and customized OOB process flows to suit business needs.
 Implemented SSO for centralized login to ServiceNow using Active Directory credentials.
 Implemented data security using Access Control Lists (ACL) and Data Policies.
 Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script Includes in the
ServiceNow.
 Coordinated and implemented multiple upgrades, clones, hotfixes, and patches of instances in ServiceNow.
 Working experience of Various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
 Demonstrated excellent communication and collaboration skills, effectively with cross-functional teams, end-users to
gather requirements, and ensure successful solution deployments.
 Documented Business Processes, Functional Requirements, and conducted activities using Confluence.
 Created different Transform Maps to load data from various data sources into ServiceNow tables.

ServiceNow Administrator/Developer
12/2017 – 02/2019 Texas Instrument Dallas Texas

 Collaborated with business stakeholders to define and prioritize requirements for ServiceNow CSM enhancements
and customizations.
 Customized a search tool within the ServiceNow Virtual Agent, enabling users to efficiently locate and access relevant
articles and documents for banking self-service support.
 Enhanced system performance by optimizing ServiceNow configurations and customizations, ensuring efficient and
reliable operations.
 Administered the ServiceNow platform daily, managing business services and configuration item relationships to
maintain system integrity.
 Developed and documented business requirements and technical specifications for ITSM modules, including Incident,
Problem, and Change Management.
 Designed and implemented sustainable, ITIL-compliant solutions on the ServiceNow platform, aligning business needs
with ITIL best practices.
 Conducted system and application configuration and management, providing Level 2 customer support for network-
related tickets.
 Collaborated with cross-functional teams to create efficient workflows for Incident Management, improving response
times and resolution processes.
 Ensured data integrity by developing and enforcing robust data validation rules within the ServiceNow platform.
 Applied ITIL best practices to maintain service level agreements (SLAs) and monitor SLA workflows to ensure
compliance and performance.
 Advocated for and led the adoption of agile methodologies in managing ServiceNow projects, resulting in faster
deployment and more efficient project execution.
 Developed customized reports and dashboards for diverse user groups, stakeholders, and management, facilitating
comprehensive monitoring of organizational activities.
 Effectively managed change requests, minimizing disruptions to ongoing operations while implementing necessary
platform modifications.
 Utilized ServiceNow Service Watch to identify and map relationships between application instances, business
services, and infrastructure components.
 Loaded data into ServiceNow using Import Sets, ensuring accurate and timely data integration.
 Designed and implemented customer self-service portals using ServiceNow CSM, enhancing user experience and
service accessibility.