Bouachria Madani

ServiceNow Business Analyst on service catalogs and requests.

Implementation of a ServiceNow On Premise instance at the heart of a SAFRAN secure network to provide users with ITSM and ITOM modules. Proposal structured into 3 main lots: • Installation of ServiceNow On Premise instances • Implementation of ServiceNow ITSM and ITOM suites • ServiceNow ITSM and ITOM Fundamentals Training. Implement standard ITSM tooling, covering the functional scope providing value to IT users and business stakeholders - Understand and formalize user needs to identify quality user journeys, notably by leading discussion workshops or interviews with users and/or business departments, identify inconsistencies, validate completeness, on the processes: Incident Management, Problem Management, IT and End-user Catalog, service requests, Change Request Management, Service Levels. - Be responsible for functional design and guarantee documentary capitalization of the project, contribute to the consistency of all documents (backlog Epics / Stories, general and detailed specifications, test strategy, acceptance test plan) - Liaise with technical teams and clearly identify expectations - Ensure Sprint Reviews and support the client Ensure compliance of requests with client needs within the planned contractual framework and client adherence to recommended solutions. Implementation of deviations and functionalities on Incident Management, Service Request, Problem processes, - Configuration of the self-service portal and service catalog - Redesign of service catalogs - Participate in UAT - Assist end-users and the IT department - Ensure continuous improvement of processes and the ServiceNow platform.

Context: BNP's ambition is to deploy a Service Catalog in Europe and migrate to the ServiceNow tool. My work is part of a multiple approach: implementing best practices for integrating their needs, writing and validating detailed functional specifications, developing and deploying the technical solution. Functional Skills: - Leading workshops for designing the structure of End-User and IT catalogs - Analyzing the existing system and gathering needs through workshops with IT, business departments, and communication - Defining the roadmap of expected functionalities with sequencing in lots and associated planning - Writing meeting minutes, arbitration, and writing functional specifications - Supporting the Project Owner for the deployment or functional maintenance of ITSM Solutions - Implementing and managing processes: Service Catalog - Request Management - Designing and Managing Reporting, KPIs, and dashboards - User support. Technical Skills: Developing a business application and configuring functionalities on the ServiceNow instance (APP ENGINE STUDIO): - Creating tables and forms in the back office and portal. Implementing workflows (Flow Designer, Workflow Editor) - Creating buttons (UI Action). Creating field conditions in the form (Business Rules, Client Script, UI Policies) - Creating groups, roles, and users (ACL) Creating menus. Implementing Notifications