Divine T.E.
Verified Expert in Engineering
ServiceNow Consultant and Developer
Calgary, AB, Canada
Toptal member since March 4, 2025
Divine is an expert ServiceNow consultant and project and program management professional. He has 15+ years of experience leading complex initiatives across multiple industries and Fortune 500 companies like Airbnb, TELUS, and Scotiabank. A ServiceNow Certified: Application Developer, System Administrator, and Implementation Specialist for ITSM, HAM, and SAM—Divine also has 7+ years of experience as a consultant in ServiceNow ITSM, IT Asset Management (ITAM), and IT Operations Management (ITOM).
Portfolio
Experience
- Communication - 15 years
- Change Leadership - 13 years
- Stakeholder Management - 13 years
- Change Management - 10 years
- Asana - 10 years
- ServiceNow - 10 years
- Jira - 10 years
- IT Service Management (ITSM) - 7 years
Availability
Preferred Environment
Slack, Jira, Confluence, ServiceNow, Asana, Monday.com
The most amazing...
...project I've led is an integration initiative between ServiceNow and Salesforce for a Fortune 500 company, leveraging REST APIs.
Work Experience
Senior ServiceNow Consultant | Technical Program Manager
ChiTech Innovations, Inc.
- Improved overall ticket resolution time by 60%. Gathered client requirements to understand gaps and pain points in their ServiceNow ITSM tool and processes and implemented solutions to address them, leveraging ServiceNow AI and ML functionality.
- Increased visibility by over 70% of the company hardware assets and over 45% in managing software licenses after implementing ServiceNow ITAM for HAM and SAM.
- Integrated ServiceNow into the organization's Salesforce platform using REST APIs, improving visibility and efficiency across the platforms and enhancing operations experience with tooling and dashboards by over 40%.
ServiceNow Developer
ChiTech Innovations, Inc.
- Achieved a 70% improvement in overall efficiency of the organization's ServiceNow ITSM platform by leveraging the power of ServiceNow's AI-driven solution, Now Assist.
- Reduced ticket resolution time by 30% by using Now Assist to provide real-time insights to customers, leading to better customer experience and increased productivity by the admins.
- Leveraged the power of AI in the ServiceNow platform to autogenerate resolution notes for resolved tickets, which included steps taken, parties involved, and successful resolution actions.
ServiceNow Consultant
TELUS
- Collaborated with other ServiceNow professionals, including admins, developers, and PMs, to implement the ServiceNow ITSM platform, improving overall visibility between internal and external stakeholders by over 85%.
- Leveraged the power of ServiceNow AI to reduce incident resolution timeline by over 60%, enhance employee experience by over 40%, and optimize resource allocation for IT staff by over 70% so they can focus on complex issues.
- Improved overall performance and efficiency for the organization by over 65%.
Experience
ServiceNow ITSM Implementation
Education
Master of Philosophy Degree in Applied Business Leadership and Management
UCAM – Universidad Católica San Antonio de Murcia - Guadalupe, Murcia, Spain
Master's Degree in Business Administration (MBA)
University of South Wales - Newport, UK
Bachelor's Degree in Civil Engineering
Federal University of Technology, Owerri - Owerri, Imo State, Nigeria
Certifications
Certified Implementation Specialist – Software Asset Management (SAM)
ServiceNow
Certified Implementation Specialist – Hardware Asset Management (HAM)
ServiceNow
Certified Implementation Specialist – IT Service Management (ITSM)
ServiceNow
ServiceNow Certified Application Developer (CAD)
ServiceNow
ServiceNow Certified System Administrator (CSA)
ServiceNow
ITIL 4 Foundation Certified
PeopleCert
Business Relationship Management Professional (BRMP)
Business Relationship Management Institute, Inc.
Professional Scrum Master
Scrum.org
Project Management Professional (PMP)
Project Management Institute (PMI)
Skills
Libraries/APIs
ServiceNow REST API
Tools
Slack, Asana, Jira, Confluence, Git, Salesforce Sales Cloud, ServiceNow App Engine Studio
Languages
JavaScript
Paradigms
Change Management, Agile Business Analysis, ETL Implementation & Design, Automation Engineering, Fundamental Design Principles, Agile Project Management, Agile, Scrum, Agile Product Management, System Advisor Model (SAM), ITIL
Platforms
Salesforce, ServiceNow Software Asset Management (SAM)
Other
ServiceNow, Monday.com, Agile Leadership, Change Leadership, Risk, Stakeholder Engagement, Stakeholder Management, Communication, Social Communication, IT Service Management (ITSM), IT Consulting, Business, Business to Business (B2B), Business Cases, Leadership, Team Leadership, Stakeholder Analysis, Business Analytics, Business Process Analysis, IT Business Analysis, Innovation, Sustainability, Organizational Leadership, Operational Excellence, IT Asset Management (ITAM), Request for Proposal (RFP), Full-stack, Research, Engineering, Engineering Design, Structural Engineering, Structural Design, Structural Analysis, Design Principles, API Platforms, Agile Program Management, Waterfall Methodology, Scrum Master, Agile Product Delivery, ServiceNow Integration Hub, ServiceNow Performance Analytics, HAM, Business Relationship, Business Requirements, ITIL 4, ITIL V3 Foundation Certified, Technology Strategy & Architecture
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