Profileimage by Richie adetimehin Scrum Master ServiceNow Business Process Consultant ITSM ITIL Expert Service Integration Process from richmond

Richie adetimehin


Last update: 16.01.2018

Scrum Master ServiceNow Business Process Consultant ITSM ITIL Expert Service Integration Process

Graduation: HND
Hourly-/Daily rates: show
Languages: English (Native or Bilingual) | French (Elementary)




Am a certified ITIL Expert with about 13 years ITSM expertise in process re-engineering and consulting services,
delivering strategic solutions to clients involving automations that create values to clients’ business and the
end users, reducing cost and time to get things done through IT. One of my focal points has always been providing
service offerings to clients beyond the clients’ needs but on the expectations and perceptions.
Through lateral thinking, I have provided advisories and Business Process services to few fortune 1000 companies
such as Symantec Corporation in Silicon Valley California, CenterPoint Energy in Houston Texas, Ross Stores in
Dublin California, and The Dow Chemical Company in Midland Michigan in the U.S in the capacity of process
improvements through adoption of ITIL best practices to enable service enrichment and user experience; and
helping clients to identify opportunities that align people, process and technology to drive business needs.
Aside being an ITIL Expert, am a certified Scrum Master, Service Integration And Management (SIAM), Six Sigma
Yellow & Green Belts. SAP FI and ServiceNow Administrator.
I have fundamental understanding and experience on ITIL best practices with problem-solving and analytical
abilities. I understand clients' needs and successfully link their needs and solutions. Through continual service
improvement vision, I ensure that they understand the ITSM tool capabilities and the need to ensure we solve
process and people problems before using the tool to deliver business needs. I can work with clients to determine
implementation requirements and execute plan to meet those requirements in a timely and efficient manner.
Am an experienced ITSM Process Consultant and IT Business Management SME with a strong Scrum
experience with focus on Dev OPs / Application Development, Service Catalog, Request Fulfillment, Incident Management, Problem Management
Service Level Management, Change Management, Service Asset & Configuration Management, GRC, Knowledge
Management, Service Portal, Survey and Escalation Management, ServiceNow mobile capabilities, Performance
Analytics, Project & Portfolio Suite (PPS), Application Portfolio Management (APM) facilitating IT leaders’ visibility
and control of their portfolios on a single, cloud-based platform to align IT outcomes to business goals for the true
cost, quality, risk and performance of business applications and services.
I have an extensive expertise using Agile Scrum methodology to manage small to large T-shirt size projects in
IT Service Management ensuring conformance to ITIL best practices, processes, strategic technology planning,
developing cost effective solutions around processes to meet business needs using agile/hybrid approach and
leveraging cross-functional group collaboration. I have worked in the capacity of mapping business processes to
ITIL processes while maintaining improvements and continuous IT service delivery.
  • Revamped ITSM processes with focus on ServiceNow Knowledge Management V3, IT Asset Management, Configuration Management, HR, Service Desk Chat, Problem Management; and Service Catalog, Request Fulfillment, Incident Management for IT service enrichment and enhance “User Experience” via Service Portal
  • Implementation of ServiceNow ITBM (IT Business Management), Automated Testing Framework, Operational Intelligence, Enterprise Onboarding & Transitions
  • Service Mapping Transformation
  • Reduced incidents out of SLA by 60% in 6months with focus on high priority incidents
  • Out of the Box functionality adoption on Service Catalog by structuring over 270 catalog items into the appropriate service categories with right workflow and approvals in the taxonomy.
  • Transformed CMDB to maintain data accuracy, maturity, CI relationship mapping, CI reconciliation and enhanced user experience.
  • Lead the design of Performance Analytics dashboard to provide real time reporting for IT leaderships on services owned by them using defined metrics.
  • Lead ServiceNow implementation for various ITSM processes e.g. Incident, Problem, Service Catalog etc.
  • Lead the migration of Vendor & Contract Models from Oracle to ServiceNow Vendor & Contract Management respectively
  • Implemented adoption of incident template on incident record producers to;
    • Proactively assign incident tickets to the correct assignment group
    • Facilitate automation and routing of requests & incident tickets to the correct assignment group and bypass Service Desk to improve incident response and resolution time from SLA perspective.
    • Eliminate error of Service Desk agents not knowing the correct Affected CI to select for incident
    • Reduce Service Desk workload in managing intensive ticket queue
  • Facilitated Continuous Service Improvement across processes to ensure consistency in ITSM best practices
  • Restructure the Service Catalog taxonomy to maintain the Standard Service Request Catalog with reasonable Service Level Targets for standard operational IT services.
  • Automated Employee Termination/Offboarding on ServiceNow from various applications such as Fileconnect, Oracle PRG, PKI Certificate, VIP Token, Oracle VeriSign ERP, Jama, Oracle GOICP etc.
  • Reduced alert caused by decommissioned devices by 30% in 4months coming from naming convention difference in the CMDB and ScienceLogic
  • Integrated Jira with ServiceNow Incident module
  • Reduced false alert due to maintenance (Changes) by 15% in 3months
  • Reduced unauthorized change changes by enforcing SOX compliance and drive automated approvals
  • Reduced delay from vendor in responding and resolving affected IT services through effective communication and process maturity
  • Improved communication to notify impacted Service owners for P1 & P2 Incidents & when more than 10 incidents are logged for the same CI within 45mins - 1hour
  • Increased On-Call number compliance to 98% especially for IT groups that resolve major incident
  • Pulled from 97% to 0% of On-Call Calendar for Inactive Assignment Groups
  • Reduced aging incident beyond 30days by 35% in 5months and de-activate unused assignment groups
  • Reduced Affected Services with more incidents by 25% in 3months through data cleaning of unknown CI
Participated (but not limited to…) in the following key projects
    • Integration of Splunk, ScienceLogic, Appworx and Airwatch with ServiceNow
    • Integration of Workday, CenterStone & ServiceNow for employee onboarding & facilities work order
    • Migration of Blue Coat Services & employees into ServiceNow platform
    • Integration of PeopleSoft Fluid and ServiceNow HR Service Portal & HR Chat
    • Implementation of Service Portfolio Management and its categories on the Service Portal
    • Facilitated the auto-discovery of employee asset status using Altiris integration with ServiceNow AMDB
    • Implementation of Incident Deflection to resolve issues
    • Implementation of ServiceNow Project & Portfolio Suite (Migration from HP PPM into ServiceNow PPS)
    • Benchmark existing system performance in ServiceNow Upgrade projects (Helsinki to Istanbul etc.)
  • Work in a BPC role as a strategic advisor, assisting clients to align ITSM processes to ServiceNow platform
  • Data Migration project of Post Mortem Incident Evaluation from SharePoint into ServiceNow
  • Participated in asset management initiative & normalization from legacy system to ServiceNow
  • Email notifications cleanup exercise for various IT processes on ServiceNow to meet customers’ need.
  • Training plans for ServiceNow end user and fulfiller training, as part of knowledge transfer to teams & Train the trainers on IT processes within ServiceNow to accelerate employee competency.

Project history

  1. Reference Name and Title: TRACY WISEMAN ( Cloud Engineer, IT Ops Lead: CMDB, Event Management at ServiceNow)
           - Relationship to Candidate: Ex Senior Colleague at Symantec in charge of CMDB process
           - Company: Symantec Corporation
           - Phone Number: +1 408-386-9455                       
           - Email address: OR

        2. Reference Name and Title: Bharathi Ramadass (ServiceNow ITSM Solution Architect)
            - Relationship to Candidate: Former Colleague (Lead developer and Scrum Master at Symantec in charge of DevOps)
            - Company: Symantec
            - Phone Number: +1 408-239-9801                       
            - Email address:   OR

Local Availability

Only available for the countries USA
Highly flexible
Profileimage by Richie adetimehin Scrum Master ServiceNow Business Process Consultant ITSM ITIL Expert Service Integration Process from richmond Scrum Master ServiceNow Business Process Consultant ITSM ITIL Expert Service Integration Process