Mavis Omologe, Developer in Toronto, ON, Canada
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Mavis Omologe

Verified Expert  in Engineering

ServiceNow Developer

Location
Toronto, ON, Canada
Toptal Member Since
January 10, 2024

Mavis is a proficient ServiceNow developer, certified as both a Certified System Administrator and Certified Application Developer. With expertise in ITIL v4 and ServiceNow IT Service Management (ITSM), she utilizes her skills as a ServiceNow developer to address complex organizational challenges and overcome bottlenecks with precision. Mavis excels at translating requirements into scalable ServiceNow implementations, delivering measurable results.

Portfolio

Miller Thompson LLP
JavaScript, Excel 2013, Word 2016, Windows, Jira REST API, Agile Sprints...
RBRO Solutions
JavaScript, Business Processes, Jira REST API, Agile Sprints, Agile Workflow...
Sanofi
Process Flows, Processing.js, Processing, Jira REST API, Agile Sprints...

Experience

Availability

Part-time

Preferred Environment

Windows, APIs, MacBook

The most amazing...

...thing I've worked on is using the ServiceNow platform to enhance business efficiency and compliance and provide value-added solutions for my clients.

Work Experience

ServiceNow ITSM Developer | Employee Center Specialist

2022 - PRESENT
Miller Thompson LLP
  • Excelled in configuring the SNow platform to align with the distinctive needs of the Employee Center Pro portal. My skills encompass establishing workflows, designing forms, managing notifications, and implementing user access controls.
  • Incorporated custom themes, logos,and color schemes effectively to elevate the portal's visual appeal and user experience. I have a wealth of experience in branding and designing portals to align with organizational branding guidelines.
  • Showcased my proficiency in optimizing portal navigation to enhance user accessibility and streamline access to vital features and information. This entailed structuring menus, categories, and links in a logical and intuitive fashion.
  • Designed workflows and defined service-level agreements (SLAs) and schedules according to client specifications. Participated in process redesign workshops and offered technical feasibility assessments on the IT Service Management (ITSM) module.
  • Demonstrated my adeptness in crafting a well-structured taxonomy and a mega menu header style. Created menus that enable seamless navigation and streamlined access to different sections within the portal.
  • Specialized in crafting custom widgets designed to cater to the distinct requirements of the Employee Service Center Pro portal. These widgets were developed to showcase targeted information, streamline operations, and enrich user engagements.
  • Contributed to elevating the portal's overall user experience by conducting thorough user research, collecting feedback, and implementing enhancements. Also ensured that the portal effectively meets and surpasses user needs and expectations.
  • Collaborated with cross-functional teams comprising HR and end-users. Communicated the project's progress, gathered requirements,and sought feedback in a conducive environment for successful portal implementation and adoption.
  • Exhibited a proactive attitude towards staying abreast of the newest ServiceNow features and best practices. This dedication enables me to consistently enhance the Employee Center Pro portal for optimal performance.
Technologies: JavaScript, Excel 2013, Word 2016, Windows, Jira REST API, Agile Sprints, Agile Workflow, ITIL, ITIL 4, APIs, ServiceNow

ServiceNow Consultant

2021 - 2022
RBRO Solutions
  • Developed reporting capabilities to provide insights into hardware asset utilization, maintenance history, warranty status, and other relevant metrics.
  • Developed and implemented various components within the ServiceNow platform, including client scripts, UI policies, and business rules. Demonstrated proficiency in hands-on scripting on both the client and server sides.
  • Created use cases, test cases, system specification documents (SSD), and functional specification documents (FSD).
  • Gained experience in developing ServiceNow applications based on business requirements and technical design documents.
  • Created reports and dashboards within ITSM and other reporting platforms to enhance help desk performance and optimize operational efficiency.
Technologies: JavaScript, Business Processes, Jira REST API, Agile Sprints, Agile Workflow, Microsoft 365, ITIL, ITIL 4, APIs, ServiceNow

Business Process Consultant

2018 - 2021
Sanofi
  • Gained experience in the development of ServiceNow applications, translating business requirements and technical design documents into functional solutions.
  • Created workflows and integrations to manage hardware asset procurement and purchasing processes, including requisitions, approvals, purchase orders, and receiving processes.
  • Contributed to developing and implementing client scripts, UI policies, and business rules in ServiceNow. Demonstrated hands-on expertise in scripting on the platform's client and server sides.
  • Collaborated with stakeholders to understand, document, and prioritize process and ServiceNow enhancement requirements.
Technologies: Process Flows, Processing.js, Processing, Jira REST API, Agile Sprints, Agile Workflow, ITIL, ITIL 4, APIs, ServiceNow

ITSM Coordinator

2015 - 2018
PSR Humberline Pallet Service
  • Implemented incident, change, problem, and service request management and set up workflows to streamline processes.
  • Conducted daily ServiceNow administration tasks, ensuring the smooth and efficient operation of the platform.
  • Configured tables, applications, forms, email notifications, and SLAs for priority tickets, contributing to the comprehensive setup and customization within the ServiceNow platform.
Technologies: SAP ERP, Jira REST API, Agile Sprints, Agile Workflow, ITIL, ITIL 4, ServiceNow

ITSM Coordinator

2014 - 2015
BMO Bank of Montreal
  • Delivered and deployed ServiceNow solutions, focusing on incident management, change management, problem management, and service request management to enhance organizational processes and efficiency.
  • Created and maintained comprehensive documentation, including process flows, technical specifications, and user manuals.
  • Designed and developed efficient HR workflows, including case management, employee self-service portals, and ticketing systems.
  • Configured and customized the ServiceNow HR Service Delivery (HRSD) modules to align with client-specific HR processes and policies.
  • Facilitated and led requirements and training sessions, managing audiences ranging from 10 to 50 participants in each session.
Technologies: JavaScript, Process Design, Jira REST API, Agile Sprints, Agile Workflow, ITIL, ITIL 4, ServiceNow

Email Notification

Played a crucial role in reviewing email notifications related to incident, problem, request, and change processes. During this review, an incident came to light where a high-priority problem ticket was erroneously assigned to a group by an unauthorized user, resulting in an email notification. I recognized the misalignment with the user's role and conducted a thorough investigation during a process audit. Through the analysis of the process audit report, I identified the root cause—a misconfiguration in an access control list (ACL) rule, where an unauthorized role was granted to a service desk agent. This discovery revealed a critical gap in the system, prompting corrective measures.

ServiceNow Reporting Specialist | ITSM Developer

I attended meetings with stakeholders as the reporting specialist and ITSM developer, and they came to me with challenging tasks. I also conducted more research by looking at the product document and best practices. For illustration, consider big incidents and incident management.

My suggestion to the team was to use the incident, where everything is already set up, rather than the problem module. I took care of the plugin for major incidents, ensuring that the incident was reported to the appropriate incident team and that the policies were in place.

Ascertaining the number of tiers the business wanted, I ensured that an incident major—more similar to a manager—had tier support.

My recommendations centered on enhancing our incident and problem management processes by incorporating significant incidents.

Service Catalog

One of the major projects I worked on was revamping the service catalog. I had over 250 catalog items scattered throughout the service catalog in this environment. So, the clean-up exercise that I did was to first perform a proper service catalog review by checking on the structure of the entire service catalog and checking the service categories. I wanted to see if the taxonomy of the service catalog allowed for a simplified user experience because the ultimate reason for the service catalog is to make services available for end users to make requests for services.

To increase employee productivity, I helped look at the categorization and subcategorization of services in my environment to determine whether they conformed to ITIL's best practices. I checked the naming conventions for services to see if they are customer-facing and user-facing. I also checked the title and description of the services and the image to see if they represented the services correctly. I checked to see if the technical catalog was mixed with the service catalog because, according to ITIL's best practices, the service catalog should be separate from the technical catalog.
2018 - 2019

Graduate Certificate in Business Administration

Herzing College - Toronto, Canada

2014 - 2016

Graduate Certificate in Project Management and Environmental Studies

Seneca College - Toronto, Canada

NOVEMBER 2023 - PRESENT

ServiceNow Business Continuity Management (BCM)

ServiceNow

SEPTEMBER 2022 - PRESENT

ServiceNow Certified Application Developer (CAD)

ServiceNow

JULY 2022 - PRESENT

ServiceNow Certified System Administrator (CSA)

ServiceNow

JULY 2015 - PRESENT

Lean 6-Sigma Yellow Belt

The Hospital for Sick Children

Libraries/APIs

Jira REST API

Tools

Excel 2013, Word 2016

Languages

JavaScript, Processing

Paradigms

Agile Project Management, Agile Workflow, ITIL, Management

Platforms

Windows

Storage

PL/SQL Developer

Other

Agile Sprints, Lean Product Development, Microsoft 365, ITIL 4, Business Continuity, Development, System Administration, Business Processes, Programming, Coding, Process Design, Process Flows, Processing.js, SAP ERP, APIs, ServiceNow, IT Service Management (ITSM), MacBook

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