The document provides a summary of Abbey NIKWE's professional experience and qualifications. It outlines her 6+ years of experience in ServiceNow, Epic, and Cerner software and her skills in areas like requirements gathering, documentation, process mapping, application development, and ITIL framework. Her experience includes roles as an IT analyst, business analyst, and application analyst supporting EMR implementation projects.

1. Abbey NIKWE
MOBILE 347 942 4809. EMAIL anikwe2010@gmail.com
Objective
Provides integrated services that are process based with a focus on satisfying business
requirements, skilled and dedicated Service Now Application, Epic software and Cerner software
expert over 6 years with a superior work ethic and client satisfaction records widely knowledgeable
in all aspect of ITIL management and coordination. Team Player and adept multitask, ability to
deliver a high number of simultaneous projects with accuracy and professionalism
Professional Summary
 Great use of unified modeling tools to engage in use case build, documentation, process
mapping or flow such as MS Visio, BPML, Microsoft Office Suite, and MS SharePoint 2010 for
requirements gathering & user stories for application development.
 Experience in ServiceNow Visual Task Board & on call schedule to manage triage of ServiceNow
critical applications during major incidents and high priority requests.
 Work closely with the application development team for enhancement prioritization, user
stories’ testing and UAT bug/fix.
 Review of upgrade best practices and execution of deliverables during Upgrade like Fuji to
Eureka
 Ensure review of Change Request (RFC) & indicate appropriate documentations are provided.
 Analyse and report Change trend data and KPIs based on industry standards.
 Interface with other IT teams to ensure that IT systems and applications conform to IT Change
Management standards.
 Establish & manage procedures for the submission, review & authorization of Change
Requests.
 Work with change control and change advisory boards (CAB) to coordinate stakeholder
communication for effective management and control of changes.
 Perform daily monitoring & maintenance of Change Management policies, processes &
controls
 Provide support of collection of audit artifacts for SOX, PCI and other regulatory requirements.
 Daily change reconciliation process to detect & report unauthorized change
 Prepare change reports for weekly Change Advisory Board meetings & facilitate CAB meetings
 Monitor the implementation of change management to ensure that the disruption of normal
business operations is minimized
 Performed Gap Analysis to check the compatibility of the existing system infrastructure with
the new business requirements
 Updating (Creating and deleting) model categories of configuration items
 Use of "Help the Help Desk" module to perform Discovery functions
 Experience in preparing design document, flow diagram and class & sequence diagrams for an
application

2.  Participate in process governance with an emphasis on Change Management, Incident and
Problem Management, IT Asset & Configuration Management and Knowledge Management
 Identify opportunities to improve processes & focus on providing solutions and delivering
results
 Design & analyse statistical IT service performance reports to establish (CSI)
 Set up users’ email notifications & participated in the build of service requests from
requirements
 Follow-up with users and technical staff to ensure problem resolution and customer
satisfaction
 Demonstrate analytical and quantitative skills and ability to use hard data and metrics to
back up assumption and develop business case
 Respond to high priority requests and tickets for multi-department initiatives.
 In collaboration with internal stakeholders, develop regularly scheduled and ad-hoc data
reports.
 Coordinate with other members of the Community Operations Team to measure the impact
and efficiency of new products and business processes
 Reviews current market trends for best practices and suggest improvements to enhance
organizational goals, efficiencies, and economies of scale.
 Compiles, analyses, and evaluates data to support established integration and performance
improvement key performance indicators and metrics for monthly, quarterly, and annual
reporting
Core Knowledge & Skill Areas:
-Teamwork and collaboration skills -Requirements gathering and Documentation
-Business Process Re-engineering -Business Process Modelling and Tools
-Functional Specifications & System Design -Stakeholder Analysis and Communication
-QA / Integration / Regression / UAT Testing -Waterfall, Agile and Hybrid Methodologies
-Team Leadership / Coaching/Mentoring -ServiceNow Request Routing Rule
-Project management -User Support and Training
-Validation & UAT Testing -ITIL Framework
-Strong data analysis with recommendations
Education/ Certifications
ITIL Foundations, Cadence, Inpatients, ADT and Optime credential
Bachelors in Arts LAGOS STATE UNIVERSITY 2008
Major: International Relations and History
Minor: International Politics and Strategy

3. ARETE Services Service Now (IT Analyst) March, 2016 till date
EMR Implementation and Activation Projects Business Analyst/Application Analyst
 Performed in-depth EMR software analysis and provided timely recommendations to clients.
Interfaced with key decision-makers to facilitate needs assessment, process reengineering,
and project management activities. Efficiently manage time, human and financial resources.
 Utilized ServiceNow for self-service portal implementation of request fulfilment of complex
service catalog categories
 Compile incident and problem reports to determine commonly reported issues, design
knowledge base, examine compliances with SLAs and to identify breaches
 Proactively managed continual service improvement process, planning, and reporting
requirements during early periods of implementation
 Identified user issues and opportunities to improve technology acceptance through analysis of
feedback and user comments as well developed standardized processes and documents for
change request, management and monitoring in order to ensured adherence to ITIL processes,
with practical adoption of Service Operation processes
 Provided training document for ServiceNow upgrade to end users
 Participated in the development and field testing of three curricula, job aids, and training
materials for classroom training of clinicians on Electronic Medical Records.
 Delivered classroom and individual training to physicians and other clinical users of EPIC
software.
 Played an important role in the redesign and optimization of EMR software that led to a 50%
increase in physician adoption after five months.
 Provided on-the-job and remote support to users of EMR software during activation projects.
 Gathered feedback regarding training and software for optimization & enhance of user
experience.
 Identified user issues and opportunities to improve technology acceptance through analysis of
feedback and user comments.
 Communicates regularly with CI and Operational counterparts during course development
process
 Independently manages curriculum projects and works with partners to ensure project training
deliverable meet business needs
 During Go-live, prepares course hand-off documentation and attends hand-off meetings with
the Support Services and Help Desk teams
 Identify/clarify system, workflow, and process needs with stakeholders to understand the
purpose of requested process implementations and enhancements.
 Communicate process changes, enhancements, and modifications verbally and through
written documentation to management, peers, staff, and other employees so that issues and
solutions are understood.
University of North Carolina (Asheville) June, 2015 – January, 2016
Business Analyst / Application Analyst EMR Implementation and Activation
 Evaluated, implemented, and updated business processes and systems to boost technical
capabilities and improve operations at all organizational levels. Actively participated in the
research and methodology processes and defined key metrics for performance
measurement in IT process reporting for various applications
 Identified the root cause of process issues and developed plans for optimization
 Conducted Impact Assessment of ITIL process

4.  Assisted in creating a process for initiating services sand processes from start to steady state
using ITIL standards and practices
 Provide ITSM functions to enable IT meet business objectives aligning with End to End
services
 Championed the cause of process improvement by focusing on continuous improvement
 Plan, design and development of process changes to support changing and business needs
 Timely resolution, tracking and response to all Client inquires that result in cases via
ServiceNow
 Coordinates the Incident and Problem management function for the organization including
the management of the lifecycle of incidents and associated problems.
 Manages process requirements for unplanned system outages, failures and degradation of
services and Coordinates infrastructure and application teams to enable and expedite return
to service
 Performs root cause analysis and impact of incidents and problems. Ensure any follow up
action items are completed and Analyse incident, problem and change data, to identify the
associated root causes and develop plans and actions to resolve and eliminate these
problems.
 Develops, drives, and maintains the effectiveness of incident and problem management
processes and procedures and Participates in reviews and audits of the process.
 Develops and maintains ticket escalation steps and contacts, Drives decision-making for
incident resolution to minimize impact to business.
 Follows up with other support staff involved in resolution to ensure incidents are resolved,
requests are filled, and the customer communication is complete. Documents resolutions and
updates self-help and staff knowledge bases
 Provide resources, as required, to support escalations
 Provide guidance to SD team to ensure tickets are being routed to proper queues and
addressed in accordance with SLA’s
 Ensure all SD tickets are closed according to the standing KPIs
 Support in areas of Order, (CPOE) Note writing, and Medication Administration
University of North Carolina (Spartanburg) May, 2014 –November, 2014
Business / ITSM Analyst, EMR Implementation and Activation
 Assisted in creating a process for initiating services sand processes from start to steady state
using ITIL standards and practices
 Provide ITSM functions to enable IT meet business objectives aligning with End to End
services
 Ensure that IT team members are following the change management process
 Ensure that all IT team members are aware of the Incident Management and Service Desk
processes
 Maintain close contact with the customer making appropriate entries in the ITSM tracking
system throughout incident resolution.
 Perform quality control of tickets on ServiceNow to ensure that all actions taken are properly
recorded
 Promotes system security and patient confidentiality and helps ensure compliance.
 Works with Shared Services for Physicians Education team to design and develop standard
and customized education/training materials for the ambulatory EMR clinical application to
support staff, physician and clinical support roles training and continued education

5.  Supports testing of EMR functionality assists in interpretation of test plans and in
troubleshooting; and testing of clinical integration points
 Acts as first point of contact for EMR software support questions following the ambulatory
EMR application Go-live at assigned sites
 Supports ongoing use of standard and customizable content, clinical integration, and
optimization activities
 Plans, documents and executes post-implementation optimization plans for assigned sites.
 Conducts regular on-site visits for assigned practices
 Respond to research and resolve operational inquiries pertaining to EMR applications and
participate in driving operational change within the organization/hospital
 Perform in-depth analyses of workflows, data collection, interface integration needs,
reporting requirements
 Participate in the development and implementation of future states workflows
 Participates and assists with organizing activities relative to ServiceNow application
upgrades
 Performs analytical design for application set-up decisions and develops end-user application
requirements to provides a conduit for end-user enhancement requests
 Participates in change management activities to support successful system deployments and
enhancements
 Participates in QA testing of the user stories to ensure that the design objectives are met
ARETE Services Service Now (IT Analyst) January, 2014 – June, 2014
Business Analyst, EMR Implementation and Activation
 Raising Change Records to resolve Problems
 Monitoring progress on the resolution of known errors and advising incident management
staff on the best available workaround for incidents
 Assist in managing situation and stake holders to success
 Chaired regular meetings such as Post Mortems or Major incident Review
 Analysing problems for correct prioritization and classification
 Develop and maintain the incident management process and procedures
 Assist in investigating assigned problem through to resolution or root causes
 Updates the known Error Database with new or updated known errors and work around
 Assist in coordinating actions of others as necessary to assist with analysis and resolution
actions for problems and known errors within SLA target
 Resolved business issue and complaints in accordance with appropriate professional
standards
 Regulate change process so that only approved and validated changes are incorporated into
product documents and related software
 Provides administrative support to the change Approval Board (CAB) in meeting and decision
documentation
 Manages Change requests through all phase of their lifecycle
 Administers the change request queue to ensure processing thresholds are achieved
 Ensure justification for change is evident/create and distribute daily, weekly and ad hoc report
 Ensure that all changes are managed as planned within time scales agreed with the change
requester
 Ensure configuration items (CI) are linked to changes
 Manage follow up actions identified from post implementation reviews
 Perform Root Cause Analysis and implement Corrective Actions for all incidents