C
Christian Nduka
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United States
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Full-time jobs
Résumé
Jobs
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Senior Salesforce & Servicenow ConsultantMagellan HealthOct 2024 - Current (2 years 1 month)• Designed and implemented end-to-end ServiceNow solutions, integrating with Salesforce to streamline IT service management and customer relationship management processes. • Managed ServiceNow CMDB and ITSM modules, aligning with ITIL best practices to enhance incident, problem, and change management workflows. • Developed custom applications and automated workflows in ServiceNow to support business operations, reducing manual effort by 30%. • Led Salesforce CPQ and Service Cloud implementations, customizing flows, objects, and reports to meet client needs. • Built robust API integrations between Salesforce and ServiceNow, enabling seamless data synchronization and real-time reporting. • Provided ITIL-based training and knowledge tran- Senior Salesforce & Servicenow ConsultantCensysMay 2024 - Sep 2024 (5 months)• Administered Salesforce environments, including user management, security settings, and data maintenance tasks. • Configured ServiceNow ITOM and ITSM modules to enhance infrastructure and operations management. • Designed scalable Salesforce-to-ServiceNow integration frameworks using MuleSoft and REST APIs. • Conducted ITIL-compliant assessments of IT service delivery, recommending actionable improvements. • Automated recurring ServiceNow processes, achieving significant time and cost savings. • Partnered with cross-functional teams to implement ServiceNow HRSD and Customer Service Management modules.
- Lead Senior Salesforce & Servicenow AdminVeritasNov 2022 - May 2024 (1 year 7 months)• Delivered successful ServiceNow implementations for global clients, ensuring alignment with ITIL standards. • Configured ServiceNow Discovery and Asset Management modules to improve visibility into IT assets. • Led integration projects linking ServiceNow and Salesforce, enhancing data sharing and analytics capabilities. • Implemented ServiceNow Knowledge Management solutions to foster self-service and reduce support requests. • Developed and maintained custom ServiceNow scripts, workflows, and UI policies. • Conducted stakeholder workshops to gather requirements and drive adoption of ServiceNow solutions.
- Lead Senior Salesforce & Servicenow AdminNortheastern UniversityApr 2022 - Nov 2022 (8 months)• Managed large-scale Salesforce implementations, including Sales, Service, and Marketing Cloud projects. • Designed and executed Salesforce integration strategies with ServiceNow to unify IT and customer data. • Created custom Lightning components to improve user interface and experience. • Led data migration projects using ETL tools like Informatica and Data Loader, ensuring data accuracy and integrity. • Delivered technical documentation and training for end-users and administrators. • Applied ITIL principles to optimize Salesforce support and incident management processes.
- Business Analyst (ServiceNow Consultant)ExelonApr 2021 - Jul 2022 (1 year 4 months)• Spearheaded ServiceNow upgrades and new module implementations, enhancing IT service delivery. • Configured ServiceNow Event Management and Orchestration to automate responses to IT issues. • Established governance frameworks based on ITIL to ensure compliance and performance monitoring. • Collaborated with Salesforce teams to implement case and incident synchronization between platforms. • Customized ServiceNow dashboards and reports to provide actionable insights for leadership. • Coordinated UAT and production rollouts for ServiceNow enhancements, ensuring minimal disruptions.
- Salesforce & Servicenow AdminironmountainSep 2020 - Mar 2021 (7 months)• Implemented Salesforce Flows to automate business processes, Designed architecture for seamless data exchange between Salesforce and ServiceNow platforms. • Implemented ITIL-aligned workflows in ServiceNow to enhance operational efficiency. • Oversaw the development of custom APIs to support bi-directional data flows. • Optimized ServiceNow performance by configuring instance settings and monitoring usage metrics. • Integrated third-party systems into Salesforce and ServiceNow ecosystems. • Provided strategic guidance on platform scalability and integration roadmap
- Salesforce & Servicenow ConsultantPayPalJun 2019 - Sep 2020 (1 year 4 months)• Facilitated ITIL process adoption across ServiceNow and Salesforce projects to enhance service quality. • Conducted gap analyses to identify opportunities for ITIL-compliant improvements in ITSM processes. • Delivered Salesforce and ServiceNow integration solutions that reduced response times by 20%. • Built custom dashboards to track ITIL metrics, such as SLA adherence and incident resolution rates. • Provided expertise in ServiceNow's Incident, Problem, and Change Management modules. • Ensured seamless collaboration between Salesforce and ServiceNow teams for integrated project delivery
- Junior Senior Salesforce & Servicenow ConsultantBNY MellonOct 2017 - Jun 2019 (1 year 9 months)• Configured and optimized Salesforce CRM through the implementation of workflows, custom objects, and page layouts to improve business processes for wealth management operations. • Conducted comprehensive data migration from legacy systems to Salesforce, ensuring data accuracy and integrity, and provided end-user training to facilitate smooth adoption. • Managed Salesforce security protocols, including user access and data retention policies, and oversaw the integration of third-party applications to enhance CRM functionality. • Set up and managed user profiles, roles, and permissions in both Salesforce and ServiceNow • Assisted in managing and resolving IT incidents using ServiceNow
Education
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- SSalesforce DevOps Fundamentals Certificate Salesforce Certified Administrator Salesforce Advanced Administrator Salesfor
- CCertified Scrum Master (CSM)