Emeka Chiazor
Paisley,Renfrewshire
Summary
Results-oriented IT professional with expertise in IT Service Management. Certified in Six Sigma and ITIL, with strong skills in ServiceNow application development, business analysis, and incident management. Designs and implements solutions that optimise processes and improve operational efficiency. Core strengths include ServiceNow administration, Agile methodologies, and continuous service improvement.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Sr ServiceNow Technical Analyst
Royal Bank of Canada
Edinburgh, United Kingdom
11.2025 - Current
- Designed and implemented ServiceNow workflows to automate IT and business processes, boosting productivity.
- Streamlined incident and problem management processes in ServiceNow, reducing resolution times significantly.
- Integrated third-party applications with ServiceNow using APIs, enhancing system functionality and interoperability.
- Customized ServiceNow interfaces to improve user experience and facilitate navigation for end-users.
- Assisted in migrating legacy systems to ServiceNow, ensuring seamless data transfer with minimal disruption.
- Led workshops to align deployment phases with ServiceNow best practices, facilitating smoother implementation and user adoption.
- Collaborated with cross-functional teams to gather and analyse business requirements for customised analytical solutions, ensuring alignment with organisational needs.
- Delivered training sessions on ServiceNow capabilities to IT staff and end-users, enhancing user proficiency and driving higher adoption rates.
ServiceNow CMDB/ITOM Specialist
Scottish Power
Glasgow
06.2025 - 12.2025
- Defined product vision for CMDB roadmap, prioritizing initiatives that improved audit readiness and service assurance.
- Led end-to-end delivery of CMDB dashboards and reporting solutions, coordinating with cross-functional teams and ensuring alignment with IT strategy.
- Documented and optimized CMDB service modelling processes to support continuous improvement and alignment with ITOM practices.
- Conducted CMDB data audits to identify gaps in Infrastructure and Networking assets, leading initiatives to enrich records and enhance data integrity.
- Produced CMDB KPI dashboards to track data accuracy, policy compliance, and audit outcomes, enabling data-driven decisions and improved accountability.
- Monitored KPIs, enforced compliance, and communicated outcomes to senior management.
- Defined and implemented configuration management practices to sustain CMDB health, enable effective incident/problem management, and support service assurance.
- Tracked and recorded asset lifecycle events—from onboarding to retirement—integrating vulnerability exposure data to support informed risk decisions.
- Managed end-to-end IT asset inventories, established audit workflows, and ensured data accuracy in compliance with internal IT governance policies.
- Collaborated across IT, security, and infrastructure teams to enforce asset management controls and standard operating procedures.
- Acted as Product Owner for ITAM lifecycle improvements, collaborating with global stakeholders to optimize cost and risk management.
- Produced solution designs, roadmaps, and implementation plans, ensuring on-time and in-scope project delivery.
- Coordinated with external vendors to validate integrations and confirm cost assumptions, ensuring alignment with project requirements.
- Facilitated workshops with service owners to validate data modelling and improve adoption of CMDB practices.
- Supported knowledge sharing and mentoring for junior consultants.
ServiceNow Technical Consultant
Customizo Inc
Remote, Vancouver
12.2023 - 06.2025
- I led and participated in the implementation of ServiceNow solutions, ensuring they aligned with business requirements and IT strategies
- Implemented projects for ServiceNow ITSM, ITAM, CSM, SPM, ITOM and Configuration Management Database (CMDB) modules
- Utilised expertise in ServiceNow to streamline asset lifecycle processes, including procurement, deployment, maintenance, and retirement, enhancing asset visibility and optimising costs
- Designed and implemented CMDB solutions aligned with ITIL best practices to ensure accurate configuration item (CI) data management and support efficient change management processes
- Collaborated with stakeholders to gather requirements, define solution architectures, and provide guidance on leveraging ServiceNow capabilities to address business needs
- Provided ongoing support and troubleshooting for ITOM modules, ensuring seamless integration with existing ITSM processes.
- Modified workflows to align with specific business requirements, enhancing operational efficiency.
- Customise ServiceNow applications, including forms, fields, workflows, UI components, and more, using scripting languages such as JavaScript
- Developed and implemented automated workflows for event correlation and incident creation, improving incident detection and resolution times.
- Assessed linkages between system components and implemented improvements to optimise connectivity, compatibility, and functionality.
- Prepared and updated system specifications to support developers
- Tracked technology trends and researched potential integrations to meet functional or performance needs
Emergency Service Triage
NHS24
Glasgow
09.2023 - 10.2025
- Prioritised emergency, urgent, and routine calls appropriately to meet service user needs.
- Provided triage counsel and guidance to physicians and staff, facilitating timely referrals for urgent patient needs and initiating appropriate medical care.
- Carried out quick risk assessments by asking callers concise questions and providing safety advice based on situations
- Worked with empathy and compassion to provide first-class services to patients in need
- Collaborated with hospitals to streamline processes, address demand surges, and resolve bottlenecks for improved patient care.
- Maintained caller confidentiality, with particular reference to patient records and Data protection in SAP.
- Conducted in-depth prevention assessments to enhance patient health and safety outcomes.
- Regularly updated helpdesk databases, detailing service user issues and closing requests appropriately.
- Collated data to assess overall patient records, maintaining strict confidentiality and respect.
Customer Support Specialist
Independent Assessment Services (Atos)
03.2023 - 09.2023
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Demonstrated empathy and patience in all customer interactions, building trust and resolving concerns effectively.
- Resolved customer queries over phone and by email.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Responded to customer service enquiries promptly, ensuring clear communication and understanding.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Analysed customer feedback to identify trends and recommend improvements to services and products.
Marine Operations Officer
Nigerian Ports Authority
Lagos, Nigeria
08.2017 - 01.2023
- Monitor and manage daily marine activities to ensure compliance with safety and environmental regulations.
- Ensure all marine operations comply with international, national, and local maritime regulations.
- Implemented and monitored safety procedures and protocols, minimising risks and ensuring crew and vessel safety.
- Oversaw scheduling and routing of marine vessels, optimising operational efficiency and ensuring timely deliveries.
- Developed navigational strategies that enhanced route efficiency, contributing to smoother operations.
- Coordinate and schedule regular maintenance and repair activities for vessels and marine equipment.
- Maintain accurate and up-to-date records of all marine operations, including logs, reports, and documentation.
Ordinary Seaman
Nigerian Ports Authority
06.2011 - 08.2017
- Serviced life-saving and fire-fighting appliances through scheduled maintenance and repairs, ensuring readiness and compliance with safety standards.
- Engaged in emergency drills, including fire and man-overboard exercises, to prepare for potential onboard incidents.
- Supported senior officers in emergency response procedures, playing a key role in crew and vessel safety.
- Executed daily deck maintenance, including painting, cleaning, and rust removal, to ensure vessel integrity and optimal appearance.
- Maintained boat exterior through regular cleaning and painting, contributing to overall vessel presentation.
- Contributed to loading and unloading operations, utilising cranes and winches, to manage cargo and supplies efficiently.
- Operated deck machinery while mooring, unmooring and using cargo gear.
Education
B.Sc - Business Administration
National Open University Nigeria
Port Harcourt01-2026
Associate - Nautical Science
Maritime Academy
Oron, AKwa Ibom01-2015
Skills
- ServiceNow: ITSM, ITOM, ITAM, CSM, CMDB, Discovery, Service Mapping, SPM
- Product Ownership: Demand management, roadmap definition, stakeholder workshops
- Project Management: Scope, resource allocation, risk management, budget alignment
- ITIL Processes: Incident, problem, change, service request, CMDB, service modelling
- Leadership: Mentoring, workshop facilitation, cross-functional collaboration
Certification
- Certified Implementation Specialist (ITSM)
- Certified Implementation Specialist, Strategic Portfolio Management
- Certified Implementation Specialist (CSM)
- Certified Implementation Specialist (DISCOVERY)
- Certified Implementation Specialist (HAM & SAM)
- Certified Implementation Specialist - Data Foundations (CMDB and CSDM)
- ServiceNow Certified Application Developer
- ServiceNow Certified System Administrator
- Agile Software Development
- Scrum Fundamentals Certified
- Lean Six Sigma - Yellow Belt
Timeline
Sr ServiceNow Technical Analyst
Royal Bank of Canada
11.2025 - Current
ServiceNow CMDB/ITOM Specialist
Scottish Power
06.2025 - 12.2025
ServiceNow Technical Consultant
Customizo Inc
12.2023 - 06.2025
Emergency Service Triage
NHS24
09.2023 - 10.2025
Customer Support Specialist
Independent Assessment Services (Atos)
03.2023 - 09.2023
Marine Operations Officer
Nigerian Ports Authority
08.2017 - 01.2023
Ordinary Seaman
Nigerian Ports Authority
06.2011 - 08.2017
Associate - Nautical Science
Maritime Academy
B.Sc - Business Administration
National Open University Nigeria