Abiola Sampson

About Abiola Sampson

Highly proficient ServiceNow Business Analyst with over 7 years of rich industry experience, currently seeking the same role to further utilize and expand my skills. My previous positions encompassed both business analysis and data entry, refining my ability to interpret, analyze, and implement data effectively. Holder of a Bachelor\'s Degree in Economics, reinforcing my analytical aptitude and understanding of business processes. Currently pursuing a CSA certification to deepen my knowledge of ServiceNow, in addition to an already obtained ITIL V4 Certificate, demonstrating my commitment to best practices in IT Service Management. I bring a strong dedication to optimizing business operations and improving service delivery. • Familiarity with ServiceNow\'s reporting and performance analytics, able to extract valuable business insights. • Proficiency in troubleshooting ServiceNow application issues, providing prompt and effective solutions. • Understanding of the ITIL framework and its application in ServiceNow for IT service management. • Ability to work closely with cross-functional teams, ensuring alignment with business and IT objectives. • Experience in managing ServiceNow upgrades and ensuring optimal performance post-upgrade. • Strong project management skills to oversee ServiceNow implementations and modifications. • Knowledge of business process analysis and requirements gathering to tailor ServiceNow solutions. • Proficiency in ServiceNow platform including Incident, Problem, Change, and Service Request modules. • Proven skills in developing and managing ServiceNow test plans, ensuring quality and functionality. • Capability to configure and customize ServiceNow including workflows, user interfaces, and client scripts. • Ability to facilitate training and create user guides to promote ServiceNow adoption within the organization.

Experience

1. Servicenow Business Analyst

   Divurgent

   Jan 2019 — Present

   Developed key artifacts including use cases, user stories, user acceptance criteria, functional & configuration specifications, and technical diagrams within ServiceNow, effectively capturing problem statements to support technical teams.• Conducted a thorough review of existing IT processes in ServiceNow, identifying opportunities for process improvements and enhancements.• Actively participated in testing phases, validated test results, and ensured end-user acceptance sign-off in line with technology services documentation standards.• Performed comprehensive system analysis, reviewing existing system functionality, data, and infrastructure, and understanding the system\'s interaction with other systems.• Utilized formal agile methodologies, practices, disciplines, and techniques in the delivery of new and enhanced applications, showcasing adaptability and efficiency.• Managed the quarterly upgrades of the ServiceNow tool, ensuring the continuity and advancement of technical services.• Conducted full software development life cycle (SDLC) for customized applications, encompassing requirement analysis, design, testing, and training activities.• Oversaw the migration to ServiceNow, developing ITSM/ITIL processes, roles, and business procedures in line with ITSM best practices.• Kept abreast of the latest advancements in business processes and technology, maintaining a forward-thinking approach to service and solution development.

Education

• City University of New York-College of Staten Island

  Bachelor's degree, Business/Managerial Economics

  2013 — 2017