Vinicius Oliveira
ServiceNow Implementation Specialist at Beniva Consulting Group, a SoftwareOne Company- Claim this Profile
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Português Native or bilingual proficiency
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Inglês Native or bilingual proficiency
Topline Score
Bio
Credentials
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CIS-EM - Event Management Certified Implementation Specialist
ServiceNowJun, 2023- Sep, 2024 -
CIS-SM - Service Mapping Certified Implementation Specialist
ServiceNowJan, 2023- Sep, 2024 -
CIS-SAM - Software Asset Management Certified Implementation Specialist
ServiceNowAug, 2022- Sep, 2024 -
CIS-Disco - Discovery Certified Implementation Specialist
ServiceNowNov, 2021- Sep, 2024 -
Micro-Certification - Service Portal
ServiceNowNov, 2020- Sep, 2024 -
HR Professional
ServiceNowOct, 2019- Sep, 2024 -
ITSM Professional
ServiceNowOct, 2019- Sep, 2024 -
CIS-ITSM - IT Service Management Certified Implementation Specialist
ServiceNowJul, 2019- Sep, 2024 -
CAD - ServiceNow Certified Application Developer
ServiceNowMay, 2019- Sep, 2024 -
CIS-HR - Human Resources Certified Implementation Specialist
ServiceNowMay, 2019- Sep, 2024 -
CSA - ServiceNow Certified System Administrator
ServiceNowMay, 2019- Sep, 2024
Experience
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ServiceNow Implementation Specialist
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Mar 2022 - Present
ITOM consulting. Specializing in the ServiceNow ITOM products suite. • Provided technical leadership for a Workflow Automation project for one of the largest public banks in North America, by designing and developing the automation for software license allocation and access provisioning, as well as license/access revocation for Miro and Jira software, had also automated role-based software access requests by using the Active Directory v2 IHub Spoke. This allowed the organization's ITAM team to focus on activities that were more important to the organization rather than manually processing software access requests. • Enhanced the Discovery implementation for a very large client in the oil and gas industry, by redesigning MID Servers infrastructure and discovery schedules to increase maintainability and performance, had also educated the client on maintaining the discovery product and on the CMDB Health Dashboard and metrics to monitor the CMDB health. Had also professionally documented the full picture of the previous state and the new current state, showing tangible results – discovered CIs count increased by 30%, reduced effort on discovery schedules and MID Servers maintenance. • Performed CMDB CI deduplication by over 90% by optimizing IRE configuration for a very large client in the energy industry based in Canada. • Greatly reduced manual work and human errors from support services teams by designing and developing a scoped application to allow a ServiceNow instance to synchronize any task table between multiple instances at the same time. • Assisted in the remediation assessment of a legacy ITOM implementation for a large banking institution in the US, by reviewing and documenting legacy customizations made. • Had developed demos to support clients/prospects requests for proposals • Had been the technical reference for support services clients, by analyzing demands and providing recommendations on design for the support team to implement. Show less
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ProV International
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United States
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IT Services and IT Consulting
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400 - 500 Employee
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ServiceNow Solutions Architect
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Sep 2021 - Mar 2022
• Dramatically reduced human intervention in a core accounting process for a large client in the construction retail industry by gathering business and technical requirements, designing and developing an asynchronous outbound REST integration with SAP to automate the monthly accounting adjustments. • Led the conception of the implementation of project delivery standards for the ServiceNow practice, helping to increase the maturity of the deliveries methodology. • Led an IT Contracts Management project, supporting the SOW estimation, performing requirements gathering, writing stories technical and functional design, and designing the Architecture Blueprint for segregating contracts access for multiple branches, departments and roles, with very strict technical restrictions from the client. Show less
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Accenture
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Ireland
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Business Consulting and Services
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700 & Above Employee
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ServiceNow Solutions Architect
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Jan 2021 - Jul 2021
• Assisted on the implementation of AWS and Kubernetes discovery, and Service Mapping tags troubleshooting for a large client from the benefits sector. • Assisted on the implementation of AWS and Kubernetes discovery, and Service Mapping tags troubleshooting for a large client from the benefits sector.
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ServiceNow Solutions Architect
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Jan 2018 - Dec 2020
• Led the implementation of an Engineering PPM Portal for a large client in the energy industry with complex requirements, requiring constant technical trade-off analysis for solution design and intensive involvement on process, technical and UX design.• Led a Global ITSM rollout for a large client in the energy industry for over 10k users, and successfully helped the client to leverage many OOTB features, greatly reducing the need for custom technical solutions and the maint. cost.• Led one of the first SN mobile app implementations in Brazil, for an audience of over 3k+ users.• Delivered a Global Service Request Management implementation for a very large client in the IT industry, by leading onsite design thinking sessions in the U.S. and helping to design the global service catalog and service portal for Security Services for an audience of over 150k users.• Assigned as Architect to a CSM POC – a Citizen Portal for the largest government bank in LATAM, for a potential audience of over 80 million users, and successfully proven the platform value by advising the client on all questions regarding the platform features, also helped implementing an end-to-end B2C process, covering Service Portal, Service Catalog, Case Management, SSO configuration and an outbound SOAP integration with the Brazilian Central Bank.• Led as an architect for almost 2 years a huge and very complex B2B CSM global project for an U.S. client from the datacenter interconnection sector. The scope included over 50 API interfaces with 10+ enterprise platforms, all being consumed through a single Service Portal, replacing an important legacy in-house developed platform and an existing domain-separated ServiceNow instance that had 1500+ domains. As a result, there was a big positive impact on B2B clients user experience, and an scalable ecosystem was built where any existing or new datacenter products, integrations and end-user experiences could be built on top of the ServiceNow platform. Show less
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Senior Technical Consultant | Tech. Lead
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Jan 2018 - May 2018
• Assisted as lead developer on the design and development of a Microsoft Hosted Exchange Server integration with multiple interfaces, as part of the scope of a larger project.
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Mid Technical Consultant
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Aug 2016 - Dec 2017
• As part of a Global HR delivery, had implemented different HR Case management processes (Employee Relations, No Call No Show, Connected Workplace request) and extended the Connect Support (chat) application capabilities, worked on the security foundation of the HR application to ensure sensitive data access restrictions, developed dashboards and scripted reports to track the HR Cases and HR Chats real-time performance for a 150k+ employees audience, and also coordinated the update sets deployments for the entire project. This was a very successful HR Service Management delivery, and the HR Chat work outcomes were also presented during the ServiceNow Knowledge 19 conference by the client.• Developed REST integration with Microsoft TFS, this allowed software bug incidents to be automatically created at TFS side so that software engineers could notice and solve them faster.• Developed complex catalog items and workflows as part of a global ITSM implementation for a large client in the technology sector, these catalog items allowed a 150k+ users audience to perform various different request types such as equipment request, systems access, inquiries, etc. Assisted as facilitator between Brazil and global teams. Had also coordinated the update sets deployments during the entire project, performed dry-runs and documented the release runbook to ensure a smooth Go-Live. Show less
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Junior Technical Consultant
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Jan 2016 - Jul 2016
• Worked as core technical consultant for a global ITSM implementation, delivering over 70+ catalog items for different processes, had also helped standardizing workflows to maximize reuse and reduce cost of ownership.• Developed custom employee CMS portal pages, and automated the data load of companies, departments and cost centers by developing a FTP data source integration, eliminating the need of human intervention in this process.
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ServiceNow Intern
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Nov 2014 - Dec 2015
• Performed the configuration/customization of the incident module for a bank bags shared transport control app used by the bank branches, shipping companies and the brazillian private banks regulatory agency. This was a really very high impact project, replacing about 26k excel spreadsheets management and dramatically reducing processes friction.• Performed project post-delivery support as part of the managed services team, troubleshooting customers issues and fixing bugs.
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Intern - Hardware Support
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Oct 2013 - Oct 2014
- Hardware and network infrastructure areas. Had the responsibility of keeping video conference network appliances always up and running, supporting a state-wide network as part of a government program to delivery educational content to professors across 90+ physical environments spread through the state of São Paulo. - Hardware and network infrastructure areas. Had the responsibility of keeping video conference network appliances always up and running, supporting a state-wide network as part of a government program to delivery educational content to professors across 90+ physical environments spread through the state of São Paulo.
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PC Express
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Bangladesh
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Computer Networking Products
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1 - 100 Employee
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Technical Support Assistant
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Jun 2011 - Oct 2011
- Computers maintenance - Customer support - Software/System troubleshooting - Computers maintenance - Customer support - Software/System troubleshooting
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Education
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2013 - 2018
FATEC - Faculdade de Tecnologia de Mogi das Cruzes
Bachelor of Technology - BTech, Systems Analysis and Development
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