Mary Adeyi

I am a Senior ServiceNow Business Analyst and client facing implementation lead who bridges business and technology to deliver measurable outcomes on the ServiceNow platform. I specialize in stakeholder workshops, as is to be process mapping, and gap analysis, translating complex needs into BRD and FRD artifacts, epics and features, user stories with acceptance criteria, and technical specifications to drive Agile SDLC execution.

I have delivered enterprise implementations and enhancements across ITSM, ITOM, HRSD, SPM ITBM, and CSM, with strengths in CMDB governance, workflow automation, and end to end testing. I partner closely with product owners, architects, developers, and platform owners to validate designs against ServiceNow best practices, coordinate UAT and issue resolution, and support release readiness through clear documentation, reporting, and change enablement. Highlights include improving CMDB data health, reducing resolution time, increasing SLA compliance, and building scalable service catalog and HR workflows using Flow Designer.

I am known for bringing clarity to complex programs, keeping stakeholders aligned, and helping teams deliver high quality solutions that improve service delivery and user experience.

Certifications include ServiceNow CSA, PMP, PSM I, and ITIL v4. I am open to Senior and Lead ServiceNow Business Analyst, Functional Lead, and ServiceNow Consultant opportunities focused on ITSM, ITOM, HRSD, or SPM. If you are building or optimizing ServiceNow and need a trusted partner from discovery through deployment, feel free to connect or message me.

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.