Michael Ifebuzo

Senior Operations Analyst @SGI

Oversee and maintain ServiceNow environment, providing general support, config and administration for various ServiceNow applications. • Build requested items and tasks using ServiceNow workflows to manage and improve process. • Expert with ServiceNow Workflows and Flow Designer application • Constantly seeking new learning opportunities such as enrolling in NowLearning course • Strong communication and organizational skills to work with stakeholders and team members. • Designs effective business solutions using ServiceNow applications, which require me to be skilled in problem solving and business analytics • Coordinate and chair an Incident/RCA review meeting with key stakeholders. • Work with the Business Continuity team on streamlining processes of IT Operations communication during major incident. • Review effectiveness and efficiency of the ITSM problem management process. • Provide reporting on expedited, unauthorized, and unsuccessful change requests (ITSM Change management). • Provide reporting on incident and problem SLAs and volume, by priority (Incident management) • Provide reporting on ServiceNow Configuration Items (CI) through ITOM discovery • Design appropriate metrics for reporting on key performance and quality indicators in relation to ITSM incident management, ITSM problem management and ITSM change management. • Chairs weekly Change Advisory Board (CAB) meetings. • Maintains ServiceNow Knowledge articles and runbooks • ServiceNow community member, ServiceNow User group (SNUG) member, etc.