Shakirat Odin

About Shakirat Odin

I am a ServiceNow professional with over 5 years of experience supporting enterprise environments and improving operational efficiency through automation and service management solutions. My experience includes designing and configuring solutions across ITSM, CMDB, and workflow automation to streamline service delivery and improve user experience.In my roles, I have worked closely with operations teams and stakeholders to manage high-volume service requests, maintain data accuracy, and implement scalable solutions using ServiceNow. I have also contributed to platform upgrades, system integrations, and dashboard reporting to improve visibility into operational performance.I am particularly passionate about automation and continuously look for opportunities to reduce manual work, improve response times, and enhance customer service outcomes.My goal is to continue helping organizations optimize their service operations while leveraging modern automation and platform capabilities to drive efficiency and business value.

Experience

1. Administrator

   Cisco

   Jan 2022 — Present

   Supported, implemented, and configured ServiceNow modules including Incident, Problem, Change, and Service Catalog, enhancing service operations and achieving a 30% reduction in ticket resolution time. Developed and maintained workflows, UI policies, business rules, and client/server scripts to automate business processes, resulting in a 25% increase in operational efficiency. Manage user access, roles, and groups, and ensure 100% compliance with security standards. Developed and deployed scoped applications and custom modules using ServiceNow Studio, streamlining workflows and improving process efficiency by 30%. Create and maintained CMDB health dashboards to monitor identification, reconciliation, completeness, correctness, and compliance, proactively identifying stale, orphaned, and duplicate CIs to improve data accuracy and CMDB reliability. Configured and enhanced Service Portal, improved user experience, and increased portal adoption by 35%. Led platform upgrade from Utah to Washington release, ensuring a seamless transition with zero downtime and maintaining 100% system availability for end users. Managed import sets and transformed maps for data migrations from external sources, ensuring data transfer and reducing migration errors by 30%. Developed system alerts, notifications, and integrations for improved user communication and reduced response times by 25%.

Education

• Osun State

  Bachelor's degree, Accounting

• NA

  Bachelor's degree, Accounting