Dorcas Ola

I’m a Senior ServiceNow Developer / Admin with over 7 years of experience designing, developing, and implementing ITSM solutions on the ServiceNow platform. I’m Certified ServiceNow Administrator (CSA) and CIS-ITSM certified professional, with deep expertise in ITIL processes, platform customization, and enterprise integrations.

In my current role at PLATFORM HOLDINGS, I own end-to-end ServiceNow solutions across Incident, Problem, Change, Knowledge, Asset Management, and CMDB. I build and maintain complex workflows and Flow Designer flows, configure multi-step Service Catalog approvals with client-specific scripts, and tune SLAs/OLAs and breach notifications for multiple ITIL processes.

I also lead integrations between ServiceNow and legacy/third-party systems using REST/SOAP APIs, Integration Hub, MID Server, import sets, and transform maps. I drive security model implementation (ACLs, roles, and access control reviews) and lead platform upgrades through planning, testing, and coordinated release execution from Dev to Test to Production.

Earlier, at CHRISTUS HEALTH, I administered and customized the ServiceNow instance—managing users, groups, roles, ACLs, import sets, CMDB, and update sets. I created reports and dashboards for operational visibility, trained end users on Incident/Request/Service Portal/Knowledge modules, and provided escalation support with a calm, professional approach.