Refiloe Mohapi
Technical Consultant
Sebokeng
Summary
Dedicated professional offering 4 years of experience working for IT consulting firms on implementation projects. Trained in IT Service Management with extensive consultancy skills and history of proactivity. Dedicated to solution-oriented problem-solving.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Senior Technical Consultant
Pink Elephant EMEA
12.2023 - 07.2024
- ServiceNow Senior Technical Consultant
- Focusing mainly on the ServiceNow Customer Service Management module
- Ensuring that the cases logged by customers and the tasks between customer, service agents and other teams involved are resolved in time following the SLA and with priority
- Collaborating with offshore team to ensure that the customers understand the processes that need to be done to fulfill their cases or requests as well as the billing per contract
- Guiding customers through the journey of CSM from beginning to end by engaging proactively with them and understanding their needs, that is to build loyalty and close customer relationships
- Working on domain separated instance and maintaining the instance, doing day-to-day ServiceNow technical support
- Responding and resolving incidents and requests as per SLAs and debugging as needed
- Developing and maintaining internal ServiceNow platform to ensure seamless functionality for Service Agents and other ServiceNow personnels within the organization; due to migration from one system to ServiceNow
- Implementing new categories and items on the ServiceNow Portal and incorporating CSM on the internal ServiceNow system.
- Facilitated knowledge transfer among team members by leading training sessions monthly on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
ServiceNow Technical Consultant
DXC Technology
Sandton
07.2022 - 11.2023
- ServiceNow Technical Consultant/Administrator
- Working remotely with different clients to meet their day-to-day needs
- Interacting with stakeholders and internal teams to go through business requirements, analyzing problems, designing and implementing solutions on 4 different platforms
- Involved in some of the integration Hub to 3rd party systems, both customer-developed and cloud-based systems
- Developing and maintain the Service Portal and Service Catalogs and provide instructions in some areas to the development teams involved
- Overseeing and implementing system upgrade
- Creating user stories and sprints for User Acceptance Testing
- Educating clients on how to use ServiceNow platform while maintaining IT and business processes.
- Reduced downtime and improved productivity by providing timely technical support to clients, addressing their concerns and solving problems quickly.
Accenture Consultant (Business & Integration Analyst)
Accenture
Midrand
07.2020 - 06.2022
- Developer/Administrator - ServiceNow
- Interacting with different client stakeholders in data requirement gathering, on-boarding ServiceNow different modules and users
- Configuring CI relationships, business services, IT services and data structures mapping, UI policies, UI actions, client scripts, business/assignment rules, and service level agreements
- Developing, configuring and implementing applications, service catalog items, record producers, workflows, and flow designer to automate different processes
- Configuration of tour guides, manual testing, and deployment to production instance
- I have also been involved in ServiceNow day-to-day IT operations i.e., resolving tickets timeously, troubleshooting, monitoring that all requests, incidents, problems, defects, and enhancements tickets logged are processed and correctly assigned, cloning, and upgrading the instance when required.
Business & Integration Analyst
Accenture
2 2020 - 7 2020
- PMO Practitioner and ServiceNow advisory (ITSM Transformational programme)
- Supporting the service delivery or product team(s) in managing resources, projects, and budgets to meet the goals of the business and clients
- Assisting to drive the overall programme delivering across Group and 17 operating companies
- When required, develop, and execute demand management processes, provide training and education on standard project management requirements and methods, facilitate project governance and reporting, and create models to improve business decisions
- Updating SOWs and draw out business processes, on-boarding, and off-boarding processes.
Education
Matric -
Sizanani-Thusanang Comprehensive School
Sebokeng, South Africa12.2015
Bachelor of Science - Information Technology
North-West University
Vanderbijlpark, South Africa 04.2001 -
Skills
ITIL Practices
Knowledge sharing
ServiceNow Customer Service Management
Requirements Gathering
Data Mapping
Problem-Solving
Multitasking
Excellent Communication
Decision-Making
Team Collaboration
Active Listening
Effective Communication
Organizational Skills
Task Prioritization
Technical Writing
Certification
ITIL Foundation
Special strengths
- Strategic | Always looking for ways to achieve set goals, even if it means exhausting all resources or options at hand
- Analytical | strong performer in complex and demanding environments, application of good problem-solving skills and logic
- Hard Work and Dedication | have a history of solid work and the ability to take responsibility, focus on tasks and complete them with success.
- Teamwork | excellent interpersonal and team building skills, ability to relate to people to reach a common goal
- Integrity | I have conducted myself with the highest level of honesty and credibility in the consulting environment.
Personal Information
ID Number: 9707290266080
References
- Craig Beckett, 084 701 1321, Senior Manager
- Sphelele Xolo, 078 704 3563, ServiceNow Architect
Timeline
Senior Technical Consultant
Pink Elephant EMEA
12.2023 - 07.2024
ServiceNow Technical Consultant
DXC Technology
07.2022 - 11.2023
Accenture Consultant (Business & Integration Analyst)
Accenture
07.2020 - 06.2022
Bachelor of Science - Information Technology
North-West University
04.2001 -
Business & Integration Analyst
Accenture
2 2020 - 7 2020
Matric -
Sizanani-Thusanang Comprehensive School