Muyiwa "Mo" Sami

Orchestrated the implementation of core ServiceNow ITSM modules, including Service Catalog, Change, Incident, Problem, Configuration, and Asset Management, enhancing enterprise service delivery.

Directed the successful redesign and consolidation of over 1500 Service Catalog items into a unified environment, significantly improving Enterprise Service Management objectives.

Spearheaded critical integrations of ServiceNow with diverse legacy systems (CDW, AEMS/MERS, Maximo) for Hardware Asset Management and with 3rd party applications (SCCM, SolarWinds, Dynatrace, Workspace1, MS Teams, Securiti.ai, Saviynt, Jira), streamlining operations.

Managed the ServiceNow product backlog, prioritizing features and enhancements based on value, customer impact, and technical feasibility to optimize development cycles.

Collaborated with diverse internal stakeholders (HR, Procurement, IT, Sales, Marketing, Executive Leadership) to define robust product vision, strategy, and roadmaps, ensuring alignment with organizational goals.

Conducted comprehensive User Acceptance Testing (UAT) and analyzed product performance data to drive continuous improvement and inform strategic product decisions.

Deployed Technology Pit Stop (ServiceNow Walkup Experience) and ServiceNow Mobile and Agent Apps, enhancing user accessibility and agent efficiency.

Architected and launched innovative business models, including installment-based solar payment plans and 5-year warranties, significantly increasing customer adoption and retention.

Led company-wide digital transformation initiatives, including website redesign, customer onboarding automation, and an AI-powered chatbot for load audits and solar estimates.

Established key partnerships with corporate clients, educational institutions, and community organizations, accelerating renewable energy adoption across Nigeria.

Built and managed cross-functional teams spanning engineering, installations, finance, sales, and after-sales support, ensuring adherence to safety, quality, and customer service excellence.

Spearheaded fundraising and investor relations efforts to support expansion, positioning LumaPower Africa as a trusted brand in Nigeria's renewable energy sector.

Structured strategic partnerships and developed project pipelines in power engineering, renewable energy, and digital infrastructure.

Directed organizational rebranding and a comprehensive digital presence overhaul, strengthening corporate identity and market positioning.

Built strong B2B client relationships, delivering tailored engineering solutions for SMEs and corporate clients.

Supported leadership with operational strategy, client engagement, and long-term business growth planning.

Elaborated detailed requirements for new and existing functionality, specifically for Hardware Asset Management, serving a key Veterans Affairs customer.

Drafted comprehensive user stories and acceptance criteria for projects, enhancements, and Epics, ensuring clear development guidelines.

Developed screen mockups and visualizations of new requirements/functionality, facilitating customer and stakeholder review and approval.

Supported the onboarding of new VA customers from conception to deployment, ensuring seamless integration and user adoption.

Created and presented Change Requests at the Change Approval Board, facilitating smooth transitions to production environments.

Developed training and how-to documentation for customers on newly deployed functionality, enhancing user proficiency and system adoption.

Implemented the Risk Management GRC module for a risk management customer, migrating from a legacy system to ServiceNow.

Co-founded a fintech platform enabling seamless peer-to-peer payments and merchant solutions across Nigeria.

Directed the full product lifecycle, including secure payment architecture, UX design, and mobile-first features, from conception to launch.

Oversaw technology teams in delivering scalable transaction systems capable of supporting high-volume use.

Led investor engagement and compliance efforts, ensuring strict alignment with CBN fintech regulations.

Collaborated with stakeholders to define 'current state' and 'to-be' business processes, translating them into conceptual designs for ServiceNow solutions.

Managed the user story backlog, ensuring items were groomed, prioritized, and estimated for efficient team delivery and clear understanding.

Developed and distributed an Enterprise 'ITSM monthly Performance metrics report' with scheduled ServiceNow reports, focusing on strategic KPIs and comparing against the ITSM Scorecard.

Performed comprehensive business requirements gathering, data validation, data mapping review, and gap analysis for ITSM work streams.

Prepared mock-ups to facilitate communication of complex processes and concepts to stakeholders, enhancing understanding and alignment.

Wrote detailed system use cases and business test cases, collaborating with QA teams to facilitate acceptance testing with stakeholders and business users.

Implemented Agile / Scrum and Waterfall methodologies for Software Development Lifecycle (SDLC) projects, ensuring efficient and structured development processes.

Collaborated with stakeholders to define 'current state' and 'to-be' business processes, translating them into conceptual designs for ServiceNow solutions.

Managed the user story backlog, ensuring items were groomed, prioritized, and estimated for efficient team delivery and clear understanding.

Developed and distributed an Enterprise 'ITSM monthly Performance metrics report' with scheduled ServiceNow reports, focusing on strategic KPIs and comparing against the ITSM Scorecard.

Performed comprehensive business requirements gathering, data validation, data mapping review, and gap analysis for ITSM work streams.

Prepared mock-ups to facilitate communication of complex processes and concepts to stakeholders, enhancing understanding and alignment.

Wrote detailed system use cases and business test cases, collaborating with QA teams to facilitate acceptance testing with stakeholders and business users.

Implemented Agile / Scrum and Waterfall methodologies for Software Development Lifecycle (SDLC) projects, ensuring efficient and structured development processes.

Launched one of Nigeria's pioneering free Wi-Fi platforms, growing adoption across Lagos through ad-supported models.

Negotiated and secured strategic partnerships with local businesses and advertisers, enabling sustainable monetization strategies.

Oversaw a national rollout strategy, expanding presence in cafes, schools, and public spaces.

Managed daily operations, ensuring network reliability and high-traffic uptime for the platform.

Created and modified complex SQL queries for QA/QC processes pertaining to GIS utility infrastructure, ensuring data integrity and quality.

Managed GIS software projects, acting as a critical link between business users and developers to ensure timely delivery of new solutions.

Led internal and external project teams, achieving defined milestones and deliverables ahead of schedule.

Conducted stakeholder Joint Application Design (JAD) interviews and facilitated meetings with project teams, including offshore developers, to gather comprehensive requirements.

Translated complex business user concepts and ideas into comprehensive business requirements and design documents, facilitating clear communication and development.

Identified ongoing issues and gaps within project plans, implementing proactive solutions to eliminate implementation challenges.

Optimized work process flows, creating job aids and training programs that significantly improved operational efficiency and user adoption.

Coordinated change management and incident management activities impacting multiple GIS teams, minimizing disruption and ensuring smooth transitions.