Dateh
Datehmona.Dm@gmail.com
832-686-3002
Richmond, TX 77407
ServiceNow Business Analyst/ IT Service Data Extraction & Analysis and SecOps
14 years experience W2
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Summary

An agile ServiceNow Business Analyst with over six years experience, driving ITSM/ITBM and SecOps digital transformation and assisting clients to move from manual ways working to automated by leveraging ServiceNow Out of the Box best practices. I have assisted organizations in the continuous enhancement of ITSM/ITBM processes on the ServiceNow platform by capturing requirements and turning them into user stories for application development.

Skills: ServiceNow, BMC Remedy, Jira, SDLC, SharePoint, MS Outlook, Microsoft Office Suite, Salesforce, PeopleSoft, MS Visio for and process flow diagrams, Mock-ups, use cases, process scenarios

Achievements & Projects

  • ITSM/ITBM digital transformation to achieve co-creation of business values
  • Participated in the Continual Improvement across processes to ensure consistency in ITSM best practices
  • Optimization of Incident Management process
  • Participated in ServiceNow implementation of core ITSM/ITBM processes: Incident, Change, Service Catalog, Knowledge and Problem management
  • Participated in the redesign of Service Catalog to meet Enterprise Service Management objectives
  • Participated in the automation of Employee Termination from various applications such as Outlook mail.
  • ServiceNow Upgrades: Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London
  • Integration of Jira and AirWatch with ServiceNow
  • Implementation of Service Portfolio Management and its categories on the Service Portal
  • Implementation of ServiceNow Project & Portfolio Suite (PPM)
  • Data Migration project: Knowledge KBs from the home-grown application into ServiceNow

Experience
Education
Economics
Adamawa State University, 2009 - 2012
Bachelor's in Computer Information Systems
Houston Community College, 2018 -
Certifications
ServiceNow Certified System Administrator - Credential ID 20603800
ServiceNow, 2019
Micro-Certification-Performance Analytics
ServiceNow, 2019
ITIL Foundation (ITIL V4) /IT Service Management - Credential ID GR671006085DY
AXELOS Global Best Practice, 2019
Scrum Master Certified - Credential ID 53669663853943
International Scrum Institute, 2019
Micro-Certification - Automated Test Framework
ServiceNow, 2020
IT Information Library Foundations Certification (ITIL) - Credential ID GR671006085DY
PeopleCert, 2019
Skills
ITSM
2021
8
Business Analysis
2021
7
Agile Methodology
2021
6
Stakeholder Engagement
2019
6
Production Support
2021
5
ServiceNow
2021
5
ITIL
2019
4
UAT
2019
4
Analysis
2021
3
Customer Deliveries
2019
3
Regulatory Reporting
2022
3
Requirements Gathering
2015
3
Analytics
2021
2
Application Development
2019
2
BMC Remedy
2019
2
ITBM
2021
2
Product Owner
2019
2
Quality Assurance
2015
2
UI
2021
2
BSA
2014
1
Business Requirements
2015
1
Database Maintenance
2014
1
Documentation
2014
1
Incident Management
2015
1
Software Testing
2015
1
System Administration
2015
1
Team Build
2015
1
Test Planning
2015
1
Training
2015
1
Automated Testing
0
1
Biomedical Engineering
0
1
Box
0
1
Cabling
0
1
Cadre Teamwork
0
1
CSA
0
1
Customer Service
0
1
Data Entry
0
1
Data Migration
0
1
Database Upgrades
0
1
DEC
0
1
Employ
0
1
Employ
0
1
IMAGE
0
1
Inventory Management
2010
1
JIRA
0
1
Microsoft Office
0
1
Microsoft Outlook
0
1
Microsoft PowerPoint
0
1
Microsoft Word
0
1
MS SharePoint
0
1
MS Visio
0
1
ORMS
0
1
Peoplesoft
0
1
Problem Management
0
1
React.js
0
1
Sales
2010
1
Salesforce
0
1
SAP OTC
0
1
Scrum
0
1
Scrum Master
0
1
SDLC
0
1
Storage Management
0
1
Strategic Planning
0
1