Dateh Yarida

Savya Solutions – Client: San Diego Gas and Electric [June 2024 to Present] IT Senior Business Consultant ITSM (Employee Center & AI IT Chatbot/Copilot with Microsoft Integration) 

• Lead process discovery workshops and create documentation, including process flows, presentations, and gap analysis reports. • Spearheaded the implementation of AI-driven IT chatbots integrated with Microsoft Teams and ServiceNow, streamlining handling of requests, incidents, and Employee Center functionalities. • Designed chatbot workflows and interfaces using Figma, ensuring an intuitive and user-friendly experience. • Monitored and optimized AI chatbot performance using analytics and feedback loops, achieving a 60% improvement in resolution time for employee queries. • Develop functional user stories with acceptance criteria, considering configuration complexity and implementation impact. • Collaborated with cross-functional teams to identify use cases and ensure seamless integration with existing IT workflows & Work with stakeholders to gather requirements and define key performance indicators (KPIs) for AI products • Led the upgrade of the IT portal to ServiceNow Employee Center, streamlining navigation and improving the end-user experience. • Partnered with stakeholders to design and deliver tailored solutions aligned with organizational goals. • Developed a vendor product catalog integrated with ServiceNow Employee Center for efficient catalog ordering and fulfillment. • Integrate AI into product management to enhance SaaS development and collaborate with teams to identify AI-driven improvements. • Collaborate with Product Managers to define detailed requirements and user stories, ensuring alignment with cross-functional teams in an Agile environment. • Maintained dashboards for AI usability, leveraging visuals and analytics to track usage trends and identify areas for optimization. 

ServiceNow - Client Amazon Robotics / Client Airforce Business Process Consultant SPM/ITBM/PPM [Feb 2024 to July 2024]

 • Conducted workshops, interviews, and consultations to understand client needs and challenges in SPM implementations. • Analyzed and documented current and future processes, educating stakeholders on ServiceNow SPM Out-of-the-Box capabilities. • Designed and implemented processes aligned with organizational goals and best practices, including service catalog optimization and SLA definition. • Integrated ServiceNow with third-party systems for seamless Strategic Portfolio Management (SPM). • Standardized request fulfillment processes for consistent and efficient service handling. • Developed workflows, system integrations, and user-centric interfaces for SPM. • Created and executed test plans to validate SPM functionalities. • Authored business requirements and design documents tailored to SPM initiatives. • Collaborated with leadership, subject matter experts, and IT teams to define specifications and drive adoption. • Managed stakeholder expectations and facilitated workshops to refine solutions and demonstrate SPM value. • Delivered training programs and developed user guides, quick-reference materials, and training videos. • Provided go-live support and post-implementation guidance to ensure successful SPM adoption. • Removed impediments for SPM teams, maintaining Agile practices and delivering iterative improvements. • Led ServiceNow SPM implementation aligned with ITIL and integrated third-party tools like Jira, Coupa, and Fieldlogs to improve workflows. 2 Shell Information Technology International Inc., Houston Texas [June 2019 to Feb 2024] ServiceNow Business Analyst/ IT Service Data Extraction/Analysis and SecOps CMDB Data Modeling • Extensive knowledge of ITSM, ITBM and SecOps Processes (such as Incident, Problem, Demand, Change/Release, Call, Knowledge, Survey, Request/ Service Catalog, Asset, Configuration (CMDB), Project, Service Level Management modules) • Provide security process to company’s structured threat information expression data. • Create reports using the new UI, share reports with users, export reports using CSV or Excel, create a drilldown report with an added dataset and scheduling reports for landscape managers or suppliers. • Lead and conduct scrum events/ceremonies, sprint planning, daily standups, sprint reviews, retrospectives, PI planning and ensuring effective collaboration and progress. • Interpreting PA dashboard, calculating formulars, scores, targets and indicators for historical decision making. • Using PA dashboard, build analytic hub records and breakdowns for easy identification on Key Performance Indicators (KPIs) for different applications and processes. • Act as a liaison between the process owners, business stakeholders and application development team • Capture and review ITSM/ITBM process requirements and translate them into user stories on ServiceNow agile development module. • Team leads with experience in removing impediments that hinder the team from being productive and escalate issues where needed. • Creating/ Editing visual Task Boards and Text Analytics (Word cloud) 

Infosys Limited [May 2017 to May 2019] Senior Consultant – IT Service Delivery Analyst. (Raytheon, CVS, Baker Hughes, AT&T) 

• Led ServiceNow Virtual Agent implementation configuring workflows, integrating systems, and customizing responses to align with business needs. Conducted requirement analysis and collaborated with stakeholders to refine chatbot trigger phrases, improving accuracy, user engagement, and process efficiency. • Mentored and supported IT interns by providing guidance on tools, technologies, best practices, and hands-on assistance with their projects. • Guided interns on effective client interaction strategies, including clear communication, active listening, and managing client expectations, to build strong professional relationships. • Served as a consultant in the implementation of ServiceNow ITSM (IT Service Management), CSM (Customer Service Management), and SPM (Strategic Portfolio Management), ensuring successful deployments tailored to client requirements. • Authored and updated knowledge articles, enabling users to quickly resolve issues independently and reducing support ticket volume. • Performed QA testing of ServiceNow solutions to ensure functionality, usability, and compliance with client expectations prior to deployment. • Managed testing validation, business approvals, and user story coordination between business and technical teams for successful deployments. • Liaised between IT and business to gather & validate requirements to meet business needs in different ITIL process areas - Service Catalog, Request Fulfillment, Change & Incident Management • Facilitated meetings with stakeholders to gather and document requirements and explore technical solutions. • Reviewed, analyzed, managed backlogs (stories & defects) from process owners and get final sign off. 

[Sep 2014 to Dec 2015] Estmanuel Intl Cargo & Travels Ltd, Abuja Nigeria ITSM Process Consultant 

• Facilitated business process analysis efforts from data gathering, requirements analysis, demonstrations, interviews, documenting meeting results, proposing design options and recommendations, documenting functional design specifications, working with technical developers & administrators, testing solutions and training. • Analyzed and documented business processes and systems & facilitate requirements gathering. • Prioritized backlog of requirements in Agile Development application and modules • Engaged in requirement reviews to verify enhancements intent & business value outcome of the enhancements. • Engaged in testing validation & obtain business approvals in QA/UAT on stories for scheduled deployments. • Provided demo of passed stories for process owners & clients to obtain sign off in UAT instance. • Coordinated relationships between business & technical teams to build user stories to be approved for Sprint. • Liaised between IT and business to gather & validate requirements to meet business needs in different ITIL process areas - Service Catalog, Request Fulfillment, Change & Incident Management • Facilitated meetings with stakeholders to gather and document requirements and explore technical solutions. • Reviewed, analyzed, managed backlogs (stories & defects) from process owners and get final sign off. 

Nigerian National Petroleum Corporation (NNPC), Nigeria ITSM Business Analyst [Feb 2012 to Aug 2014] 

• Collaborated with all project stakeholders to document existing processes, determine root cause for business problems, capture business and functional requirements, and help business and technical staff to create and deliver solutions. • Acted as a liaison between IT and Business Units to help with the creation of documented solutions within the client's ITSM application. • Gather requirements and proper documentation for business needs necessary for the optimization of the ITSM application and related systems. • Provide QA and user acceptance testing needed for materials necessary to effective communication. • Create and maintain BSA deliverables as mandated in our development life cycle. • Provide support for creation and maintenance of project documentation as per development life cycle. • Wrote and reviewed extensive sets of test scripts used for QA Testing & UAT testing. • Created test plan to include test script, test result & test scenarios. • Support User Acceptance Testing (UAT) including development of scripts and conducting UAT with end users. • Create references and guides for end users as well as system administrator.

Awarded BSc by the Nigerian Economics Student Association as a member and Treasurer.