Mary Adeyi

Senior ServiceNow Business Analyst (ITSM, ITOM, HRSD, SPM)

BlueCross BlueShield, TX                                                                                       Oct 2023 – Present

• Led end-to-end delivery for ITSM, ITOM, HRSD, and SPM enhancements across platform releases, owned discovery, requirements, story writing, and acceptance criteria.
• Facilitated stakeholder workshops to document requirements and translate them into functional specs and sprint-ready user stories for development teams.
• Improved CMDB data health by 25% through Discovery alignment, CI governance, and data-quality controls; supported Service Mapping and Event Management workflows for proactive incident reduction.
• Reduced average resolution time by 20% and increased SLA compliance by 18% by optimizing incident/request workflows, routing logic, and escalation paths.
• Designed 30+ Service Catalog items and HR case workflows using Flow Designer to automate intake, approvals, and notifications, improved consistency and end-user experience.
• Provided oversight for UAT planning/execution and defect triage across 4 release cycles, reducing post-production defects by 30%.
• Supported upgrades and release readiness across Dev, Test, and Prod environments; delivered stakeholder demos, documentation, and training for adoption.
• Integrated SPM portfolio data with ITSM change and release schedules for end-to-end visibility; supported SPM rollout UAT and enablement.

Senior ServiceNow Business Analyst (ITSM, CSM)

CVS Health, TX                                                                                                           Jan 2020 – Sept 2023 

• Engaged business and technical stakeholders to gather requirements for Incident, Request, Change, and Customer Case Management; served as liaison translating needs into actionable stories and specs.
• Defined workflows for demand intake, approvals, and portfolio prioritization; supported Agile delivery in hybrid/SAFe-aligned environments.
• Built dashboards and executive reporting for service and portfolio performance; improved case resolution time by 22% through SLA and workflow optimization.
• Supported CMDB validation and integration requirements (REST/SOAP); collaborated with engineers to validate feasibility, testing approach, and release readiness.
• Participated in backlog grooming, sprint planning, and release planning; contributed to catalog modernization impacting 5,000+ users and CSM case lifecycle design for external operations.
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Project Scheduler / Planner

Daikin Comfort Technologies                                                                               Dec 2017 – Jan 2020

• Developed and maintained integrated master schedules using Microsoft Project and Primavera P6; defined scope, milestones, dependencies, and resource allocation with PMs.
• Conducted schedule risk analysis and critical path reviews; facilitated weekly status meetings and variance reporting for stakeholders.
• Prepared executive KPI dashboards and milestone forecasts; supported earned value tracking, change impact assessment, and schedule recovery planning.

CERTIFICATIONS

• ServiceNow Certified System Administrator (CSA)
• PMP
• Professional Scrum Master (PSM I)
• ITIL v4.

EDUCATION:

Associate of Science

Yaba College of Technology, Lagos, Nigeria.