Olabiyi Latunji

About Olabiyi Latunji

Detail-oriented ServiceNow Business Analyst with 4+ years of experience optimizing IT Service Management (ITSM) processes, leading Incident, Problem, and Change Management initiatives, and delivering measurable improvements in service quality and operational efficiency.Proven success translating business needs into scalable ServiceNow solutions through workflow automation, process mapping, and stakeholder collaboration. Skilled in designing and configuring ServiceNow modules (ITSM, ITOM, ITBM, HRSD, and CSM) to align with ITIL best practices.Experienced in gathering requirements, facilitating user acceptance testing (UAT), and supporting system enhancements to reduce incident resolution times and boost SLA compliance. Recognized for implementing automation frameworks that reduced manual workload by 30% and improved reporting accuracy by 35%.Passionate about leveraging technology to streamline service delivery, strengthen cross-functional communication, and deliver data-driven insights that improve business performance.

Experience

1. Servicenow Business Analyst Incident Management Specialist Developer

   Infosys

   May 2019 — Present

   Act as liaison between business stakeholders and technical teams to define, document, and deliver ServiceNow solutions aligned with organizational goals. • Lead the end-to-end Incident Management lifecycle, ensuring prioritization, assignment, and resolution in compliance with SLA targets. • Configure and optimize ServiceNow modules (Incident, Problem, Change, and Service Catalog) to enhance service delivery and operational visibility. • Automate processes using Flow Designer, Business Rules, and Notifications, achieving a 30% reduction in manual tasks. • Develop and present dashboards to monitor SLA performance, backlog metrics, and trend analytics for leadership decision-making. • Conduct Root Cause Analysis (RCA) for recurring incidents and implement corrective actions to prevent recurrence. • Collaborate with IT Operations, Service Desk, and DevOps teams to ensure incident containment, escalation, and resolution best practices. • Provide training and support during User Acceptance Testing (UAT) and post-implementation rollouts.Key Achievements: Reduced average incident resolution time by 28% through automation and streamlined workflows. Implemented unified Incident & Change dashboards, increasing reporting accuracy by 35%. Improved cross-functional collaboration, resulting in a 20% decrease in ticket reopen rates.

Education

• University of Ado-Ekiti

  Bachelor of Arts - BA, Philosophy

• Lagos State University

  Master's degree, International Relations and Affairs