Selassie Okelola

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Sr. ServiceNow Developer | CMDB Engineer

Cardinal Health (via Revel Inc)

Nov 2023 - Sep 2024 (11 months)

Managed the full CMDB lifecycle, ensuring all Cls were properly discovered, classified, reconciled, certified, and retired. Performed IRE remediation and reconciliation rule configuration to eliminate duplicates, stale data, and incorrect Cl relationships. Deployed and maintained MID Servers across multiple environments, troubleshooting connection issues and ensuring reliable Discovery execution. Designed and implemented custom Service Maps for critical business applications, linking infrastructure, application, and business services for operational visibility. Integrated CMDB with SCCM, Microsoft Intune, and Chrome devices, leveraging Discovery probes, and ETL workflows for automated population. Monitored Discovery jobs, identified and res

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ServiceNow CMDB Engineer III

Robert Half - FTE

Feb 2023 - Aug 2023 (7 months)

Maintained and governed the CMDB, ensuring Cl data accuracy, completeness, and compliance with organizational standards. Configured Discovery jobs across on-premise and cloud environments, monitoring MID Servers and resolving errors impacting Cl population. Implemented IRE-based reconciliation rules to automatically remediate duplicates, misclassified Cls, and incorrect relationships. Optimized Flow Designer automations for CI remediation, orphaned CI handling, and data normalization. Built dashboards and wallboards to provide real-time visibility into CMDB health, Cl lifecycle compliance, and service mapping accuracy. Partnered with stakeholders to create custom service maps and document relationships between business, application, and inf

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ServiceNow CMDB Engineer

Robert Half – (via Huxley Staffing)

Jul 2022 - Feb 2023 (8 months)

Managed the ServiceNow CMDB, performing regular audits, reconciliation, and remediation to maintain Cl accuracy. Conducted IRE tuning and duplicate remediation for hardware, software, and business service Cls. Led initiatives to improve data quality and Cl certification, ensuring compliance for non-discoverable assets. Implemented asset management processes and best practices to optimize inventory and reduce costs. Managed the full lifecycle of IT assets including procurement, deployment, maintenance, and retirement. Maintained accurate records of hardware, software, and cloud assets in ServiceNow ITAM modules. Conducted regular audits and reconciliations to ensure asset data accuracy and compliance. Coordinate discovery efforts across mult

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ServiceNow CMDB Engineer

T-Mobile (via Milestone Technologies)

Feb 2022 - Jun 2022 (5 months)

Oversaw CMDB accuracy, completeness, and operational alignment across hybrid IT environments. Led Discovery jobs and MID Server management, resolving job failures, credential issues, and classification errors. Implemented Integration Hub ETL for JAMF, Tier 44, and ATM application data synchronization. Conducted IRE remediation for duplicate or incomplete Cls, standardizing attributes such as serial numbers, IP addresses, and hostnames. Collaborated with ITOM, networking, and application teams to resolve discovery discrepancies and maintain Cl trustworthiness. Established stakeholder check-ins and escalation processes for unresolved Cl or mapping issues. Monitored Discovery jobs, identified and resolved failures, and corrected data discrepan

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ServiceNow CMDB Engineer

Banner Health - Remote

Aug 2021 - Feb 2022 (7 months)

Administered CMDB and ITOM modules, ensuring accurate representation of all Configuration Items in a healthcare environment. Integrated Micro Focus CMDB with ServiceNow for bi-directional synchronization and Cl consistency. Developed CSDM-aligned policies and SOPs for CI classification, attribute management, and relationship mapping. Conducted audits, reconciliation, and IRE remediation to maintain Cl data integrity. Automated Cl updates and discovery tasks to reduce manual data entry errors. Delivered performance metrics and CMDB health reports to stakeholders for governance and compliance. Collaborated with internal teams to define Cl ownership, roles, and responsibilities. Supported IT infrastructure and Service Mapping initiatives for a

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IT Service Management Analyst

Alterra Mountain – (via Apex)

Apr 2021 - Aug 2021 (5 months)

Monitored and maintained CMDB health, addressing duplicates, orphaned Cls, and stale records. Collaborated with IT teams to align service management processes with CMDB standards. Managed ServiceNow integrations to ensure seamless data exchange across systems. Developed custom workflows and Ul enhancements to improve adoption and operational efficiency. Generated performance dashboards to track ITSM KPIs and SLA compliance. Analyzed system usage and user feedback to identify process improvement opportunities. Supported business-critical systems and coordinated multiple project initiatives simultaneously. Facilitated communication between enterprise IT and resort IT teams to resolve operational gaps. Provided guidance on ITSM best practices

ServiceNow IAM Support

Sanford Health

Aug 2020 - Dec 2020 (5 months)

Administered IAM workflows in ServiceNow, ensuring correct provisioning, modification, and de-provisioning. Assist with the onboarding and offboarding process for users, including setting up new devices and revoking access when necessary. Integrated with Active Directory to maintain accurate mapping of users to Cls. Conducted access audits to enforce compliance and security policies. Provided onboarding/offboarding support aligned with organizational standards. Collaborated with IT and security teams to optimize IAM processes. Resolved login issues, password resets, and account lockouts efficiently. Maintained documentation of IAM operations, policies, and procedures. Trained users and stakeholders on best practices for secure access and id

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ServiceNow Administrator

Gabi

Oct 2019 - Jun 2020 (9 months)

Managed ITSM platform administration, including workflows, business rules, and client scripts. Maintained CMDB updates, audits, and reconciliations to ensure accurate Cl data. Developed reports and dashboards to track ITSM metrics and performance trends. Configured access controls, catalog items, and Service Portal enhancements. Supported day-to-day platform operations, user queries, and issue resolution. Coordinated with cross-functional teams to implement system improvements. Administered and maintained the ServiceNow platform, including user administration, access control, and platform configuration. Participated in SCRUM meetings and sprint planning for agile delivery. Assisted in hardware, software, and database upgrades to support pla

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ServiceNow Administrator

Springs Inc

Oct 2018 - Oct 2019 (1 year 1 month)

Managed daily ITSM operations for healthcare clients. Maintained CMDB integrity with deduplication, reconciliation, and discovery troubleshooting. Configured platform features including workflows, ACLs, and UI policies. Participated in stakeholder meetings to gather requirements and deliver system enhancements. Created and maintained reports. Provided technical support and troubleshooting for end-users, diagnosing and resolving platform issues effectively. Communicated effectively with both technical and non-technical stakeholders, translating complex concepts into clear guidance. Stayed current with ServiceNow best practices and emerging platform capabilities to recommend improvements. Integrated ServiceNow with internal/external systems t

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ServiceNow Administrator

Citigroup (Citi)

Mar 2017 - Oct 2018 (1 year 8 months)

Oversaw ITSM workflows, incident/service request management, and SLA compliance. Maintained CMDB with accurate CI records, IRE remediation, and reconciliation. Configured Discovery jobs and integrated LDAP, REST API, and external data sources. Led data migration projects from legacy systems to ServiceNow CMDB. Supported Agile ceremonies and cross-team collaboration for feature deployment. Developed workflows and notifications to automate routine ITSM tasks. Provide technical support and issue resolution, ensuring minimal disruption to IT services. Ensured smooth day-to-day platform operations and issue resolution. Assist in gathering requirements for enhancements and new module implementations. Maintained and configured the ServiceNow platf

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IT Helpdesk Specialist

Smith Inc - Texas

Feb 2015 - Mar 2017 (2 years 2 months)

Provided L1/L2 support for endpoint devices, including desktops, laptops, and printers. Installed, configured, and maintained software, patches, and drivers. Managed ServiceNow user accounts, roles, and workflows. Generated reports to analyze service performance and identify improvement areas. Configure and support ITSM modules (Incident, Problem, Change, Request Knowledge). Work with stakeholders to understand business needs and translate them into ServiceNow configurations. Assist in gathering requirements for enhancements and new module implementations. Maintained Cl records in CMDB for hardware and software assets. Assisted in workflow automation, alerts, and notifications within ServiceNow. Prioritized tasks effectively while aligning

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Selassie Okelola

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