Coulibaly Doudouh

Context: As a Product Owner / Business Analyst within CMA-CGM's E-commerce department, I led the evolution and optimization of the Service Cloud tool, a central element of the customer relationship system, used to handle requests ranging from international logistics to real-time cargo tracking.

In an international context, I coordinated the requests for evolution and correction of the tool from teams based in Lebanon, India, and Hong Kong, ensuring their prioritization and integration into the roadmap. I also supervised the customer notification system, ensuring fluid and responsive communication throughout the customer service interaction journey.

The Service Cloud tool interacted with many other systems, which involved managing high integration complexity and coordinating technical and functional aspects.

Examples:

• Cross-application synchronization: when a contact was created in a third-party application, it had to be automatically replicated in Service Cloud via an integrated flow.

Tasks:

• Develop the roadmap produced in close collaboration with the Project Director

• Facilitate workshops for gathering customer requirements

• Analyze the current (As Is) and future (To Be) business process, model business processes using BPMN/UML tools

• Write requirements in the form of a user story

• Design new features in close collaboration with the technical team and business stakeholders

• Manage and prioritize the product backlog, taking into account the roadmap and user needs

• Implement new features in the system using the Agile methodology

• Develop and distribute the release note before deploying new features in the system • Develop and perform non-regression tests with each deployment of a new release

Context: As a Business Analyst within COVEA's authorization department, I was responsible for securing and managing user access to the Salesforce platform.

COVEA's information system was highly complex, resulting from the merger of the IT systems of the three brands (MAAF, GMF, MMA). I managed all authorization requests made by users. I was responsible for modeling and implementing application roles to grant each user precise rights, based on their affiliated brand and their role in the organization. I thus contributed to the rationalization and security of access profiles in a multi-brand environment, while respecting the business rules established at the level of each entity.

Tasks:

• Organize workshops to model Covéa application roles for usage projects (CRMESM, CRMIJ, WP, Trailhead, etc.)

• Organize workshops to model the authorizations of functional and technical administrators, backup/restore tools

• Manage the processing of requests for the 3 brands (MAAF, COVEA, GMF) and ensure that the request is correctly processed

• Secure mass updates of authorizations, Manage incompatible rights, Rationalize authorization objects

• Update the Covéa application role / SF fine-grained rights mapping table

• Level 2/3 support for incident resolution related to Salesforce authorizations, authentication

Tech. Env.: SQL, JSON, Confluence, Salesforce (Service Cloud, Sales Cloud), Service Now, SAFE Agile Methodology

Context: As a Business Analyst at Wallix, a cybersecurity leader, I contributed to the strategic deployment and optimization of Salesforce modules to support growth and enhance operational efficiency. I participated in the design, configuration, and deployment of Salesforce features (Sales Cloud, Service Cloud, CPQ), ensuring that each module optimally met operational expectations.

Tasks:

• Gather customer requirements, model business processes

• Prepare and lead design and validation workshops

• Mockup and create functional diagrams

• Develop and perform functional configurations for the project

• Conduct acceptance testing and validation

• Support client acceptance

• Write documentation (functional diagrams, functional specifications, data dictionary, training materials)

• Participate in the study and implementation of application evolutions and corrections

• Prepare, execute, and monitor CRM data migration

• Perform functional configurations of the Salesforce solution (Validation Rules, Flows...)

Tech. Env.: Lucid Chart, Agile Methodology, JIRA, TRELLO, Confluence, Salesforce (Salescloud, Service Cloud, Experience Cloud, CPQ), SQL