Christelle K.

Led the convergence of multiple business service request catalogs into a unified group catalog on ServiceNow, including the integration of Hardware AssetManagement (HAM) and Service Catalog development activities.

Key Responsibilities & Activities: Conducted functional workshops with business stakeholders to gather and align requirementsTranslated business needs into user stories and functional specificationsCoordinated development activities between business and technical teamsLed functional testing and managed the complete User Acceptance Testing(UAT) cycleIntegrated the Hardware Asset Management (HAM) module into the ServiceCatalog for hardware-related requests

Governance & Project Coordination:Animated regular operational and steering committees with key project stakeholders Defined and maintained detailed convergence planning to ensure alignment with project milestones

ServiceNow Service Catalog Management:Designed and built the Service Catalog structure in alignment with group standards, Created dynamic request forms using variables and variable setsImplemented item approvals and automated task generation through generic workflows, Ensured catalog usability, scalability, and compliance with ITIL best practices

Key Responsibilities & Activities: Conducted functional workshops with business stakeholders to gather and align requirements Translated business needs into user stories and functional specifications Coordinated development activities between business and technical teams Led functional testing and managed the complete User Acceptance Testing (UAT) cycle Integrated the Hardware Asset Management (HAM) module into the Service Catalog for hardware-related requests

Process Owner Incident Management / Knowledge management: Managed and resolved functional incidents related to ITSM processes Delivered internal trainings on Incident Management and Knowledge Management processes to business and technical teams Created detailed process documentation and user guides to support adoption and compliance Business Analysis & Requirements Management: Conducted workshops with stakeholders to gather and clarify business requirements Collected and prioritized enhancement requests; translated them into actionable User Stories Acted as liaison between users and developers to ensure alignment of business needs and ServiceNow capabilities ServiceNow Administration: Administered user and role access within the ServiceNow platform Created and customized forms, fields, and views based on business requirements Designed and maintained reports and dashboards for process performance monitoring