Alfred Igene
Burton On Trent
Summary
Accomplished IT professional with expertise in ServiceNow ITSM, ITOM CMDB Discovery, and JavaScript. Proficient in leveraging Azure and CI/CD for efficient release deployment and asset management. Demonstrates strong capabilities in using MS Suite, MS Project, and Jira to enhance project management and collaboration. Skilled in utilising Service Portal, CSM, SPM, SharePoint, and Teams to drive operational excellence. Committed to advancing career goals by integrating innovative solutions within dynamic IT environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
ServiceNow Developer
LiquidFriday Ltd
05.2024 - 07.2024
- Deliver end-to-end automated solutions which include technical implementation of the ServiceNow platform, Core System, and Applications
- Apply agile software development practices for customizations to the platform and application
- Discovery: Perform regular ServiceNow Discovery and CMDB maintenance
- Improve maintain CMDB Health, CMDB Ongoing support, Configure and improve Discovery schedules
- Customer Service Management: Design and development to enhance customer experience and streamline service processes
- Good knowledge of CSM key features and modules, including Case Management, to enhance seamless collaboration between customer service and IT teams for faster issue resolution, Knowledge Management, Customer Self-service Portal, Agent Workspace, Field Service Management and Virtual Agent chatbots
- Refine requirements and perform integrations with the ServiceNow integration Hub and web services using REST or SOAP for components such as Azure, SSO, LDAP, etc
- Design, create and configure Notifications, UI Pages, UI Macros, Script Includes, Formatters
- Design, create and configure Business Rules, UI Policies, UI Actions, Client Scripts, and ACLs, including advanced scripting of each (including Service Portal)
- Support in the development of use cases and testing procedures, ensuring product functionality, debugging, and testing are completed prior to production deployment
ServiceNow Developer
EarnFlex LTD
01.2023 - 02.2023
- Design and develop custom applications on the Now Platform to meet business requirements
- Developed Ticketing system for Production/Control independent of service desk report
- Developed several Reports in ServiceNow to visualize issues not limited to: Incidents, Change and Software Asset License usage
- Developed and maintained the Service Catalog
- Created Email notifications on developed Ticketing system and assigned User/Group roles
- Good knowledge of the CMDB Data Migration / Scanning/ Classification/ Identification/ Exploration Phases via Discovery, Service Mapping and/or imported data from a 3rd party application, and setup CMDB configuration
- Working knowledge of JavaScript, AJAX, XML, HTML etc.) for responsive design
ServiceNow Developer
G4S Aviation Services (UK) Limited
06.2022 - 01.2023
- Knowledgeable in 3RD Integration experience REST
- Review Service Asset and Configuration Management plans and complete complex client requests
- Write and maintain Knowledge documentation, including policies and procedures, configuration templates, guides, and release notes
- Track Change requests and evaluate requests for new configuration management requirements
- Advanced scripting experience utilizing best practice formatting and comments in Script Includes, Business Rules, etc
- Ability to develop web services such as Scripted REST APIs and Rest Messages
- Designed and developed workflow framework
- Handled incidents per published SLAs, ensure system stability by leading the required maintenance schedule, and addresses system issues impacting SLAs
- Provide software coding and customization including, but not limited to, Workflow administration, Report setup, Data Imports, Integration, Scripting, Service Portal, and Custom Application Development
- Actively participate in daily Scrum meetings and regular sprint planning
ServiceNow Administrator / Developer
G4S Secure Solutions UK Limited
09.2016 - 05.2022
- Discovery: Perform regular ServiceNow Discovery and CMDB maintenance
- Improve maintain CMDB Health, CMDB Ongoing support, Configure and improve Discovery schedules
- Task Management: Good working knowledge Incident, Problem, Change Management
- Reporting: Setup/Custom Reporting, Developed Reports to support Problem Management and continual service improvement work to display a reduction of incidents, business impact, increased productivity, and cost savings
- Data Imports: Perform Data Imports, 3rd Party integrations, Implementing Bidirectional integration from scratch to various applications like HP Center, IBM-IP Center and in-between ServiceNow and ServiceNow instance modules
- Custom Scripting, facilitating roll out of new applications and modules
- Performs configuration of ServiceNow applications and modules, product development, service automation, and system integrations
- Service Catalog: Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
- Configured and maintained SLA
- Improve Network Assets Management
- Worked with the development team to migrate updates into the production environment
- Identified impacts and assisted with the process changes supporting the maturity with the Incident (INC), Change (CHG), Problem (PRB) in ServiceNow
- Documented all appropriate reports, applications and processes in policies and procedures using the appropriate format and application
- Ensured client acceptance of new and improved applications, reports, and processes, working iteratively with clients on design while validating data and accuracy of calculations and testing functionality and presentation
- Collaborated with data architects to bring new data or data transformations into applications
- Performed queries or collaborated with Information Services to acquire other needed data
- Viewed and verified confidential or private customer/client information, protecting the information and identities of customers/clients
- Prepared data for reporting, meetings, and presentations
- Provide statistical and trend analysis of data as requested
- Provide data management updates in meetings as required
- Monitored the ticket queues, troubleshot, and resolved assigned hardware, software, and LAN/WAN trouble tickets
- Executed internal and client metrics, in the areas of SLA, tickets closed per month, Customer and Sales Rep Satisfaction, and other metrics as defined
- Updated tickets following a documentation standard template, stating, or restating the Issue, Actions Taken, and Next Actions Needed
Education
Bachelor of Arts - Library Science
Delta State University
Skills
- ServiceNow ITSM
- ITOM CMDB Discovery
- JavaScript
- Azure
- MS Outlook
- MS Project
- MS Suite
- CI/CD
- Release Deployment
- CSM
- SPM
- Service Portal
- Asset Management
- Jira
- SharePoint
- Teams
Certification
ServiceNow Certified System Administrator
Timeline
ServiceNow Developer
LiquidFriday Ltd
05.2024 - 07.2024
ServiceNow Developer
EarnFlex LTD
01.2023 - 02.2023
ServiceNow Developer
G4S Aviation Services (UK) Limited
06.2022 - 01.2023
ServiceNow Administrator / Developer
G4S Secure Solutions UK Limited
09.2016 - 05.2022
Bachelor of Arts - Library Science
Delta State University
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