Freelancer profile translated to English.
Back to original languageAbout Houssem
My name is Houssem Gattoufi and I have been a business analyst for over 12 years.
I have supported companies in various sectors — industry, services, banking, and public sector — in their digital transformation.
For the past five years, I have specialized in ServiceNow.
I offer a personalized approach focused on:
✅ ServiceNow Expertise:
- Deployment of ITSM workflows on Servicenow;
- Process automation via Servicenow;
- Design of business applications on Servicenow;
- Specialization in Servicenow ITSM, ITAM, IRM, and GRC modules;
- Interfacing Servicenow with external tools;
- Creation of dashboards on Servicenow Performance Analytics and Reporting;
✅ Business Analysis:
- Elicitation, collection, and formalization of needs;
- Process modeling;
- Drafting of functional specifications and user stories;
- UAT piloting and execution;
✅ Operational Excellence:
- Process optimization;
- Implementation of KPIs and quality indicators;
- Lean methodologies;
✅ Personal Data Protection Compliance:
- Mastery of regulatory frameworks and implementation of compliant solutions within processes and information systems;
✅ Project Management:
- Planning and monitoring;
- Coordination of multidisciplinary teams;
- Stakeholder management;
- KPI-driven management;
✅ Leadership & Management
- Mentoring and coaching on consultant posture
- Review and validation of deliverables
- Knowledge Management and REX (Return on Experience) session facilitation
French
Native or bilingual
Arabic
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- L'Oreal FranceBusiness Analyst ServiceNowFASHION AND COSMETICSJanuary 2024 - Today (2 years and 7 months)Paris, France
- Design, deployment, and continuous improvement of applications for Personal Data Protection (Privacy by Design, Personal Data Breach, Register, LIA) on the ServiceNow® platform.
- Structuring of Privacy applications according to the CSDM (Common Service Data Model) to ensure optimal integration with the CMDB: clear definition of Business Services, Application Services, and Technical Services, thereby facilitating impact analysis and strengthening cross-functional visibility within the IT organization.
- Coordination between Legal, Cybersecurity, ITBM (IT Business Management), and ServiceNow Center of Excellence teams to ensure regulatory compliance (GDPR, CCPA, PIPL...) and the robustness of deployed solutions.
- Collection and formalization of business needs, translation into detailed functional specifications (workflows, user stories...), piloting user tests, and coordinating production deployments and Hypercares.
- Maintaining operational readiness of applications (MCO): execution of non-regression tests for each ServiceNow® version upgrade and proactive incident management.
- SuezBusiness Analyst ServiceNowENVIRONMENTALSeptember 2020 - December 2023 (3 years and 3 months)Paris, France
- Interfacing two ServiceNow® instances to unify ITSM processes (Incident, Request, Problem, Change) and the CMDB, as part of migrating a dedicated service desk to a shared Network Operations Center (NOC).
- CMDB compliance and structuring according to the CSDM model: rationalization and harmonization of data from both instances, facilitating integrated process management and improving impact analysis within the NOC.
- Use of the HR Service Delivery (HRSD) module to manage the onboarding of users from the former Veolia entities now part of Suez: coordination of HR workflows, automation of integration tasks, and improvement of the employee experience.
- Integration of Microsoft Identity Manager (MIM) with ServiceNow® to automate the synchronization of Active Directory data.
- Structuring and operationalizing transitional service agreements (TSA/RTSA) for Suez entities during the carve-out with Veolia;
- Creation of service catalogs and industrialization of new entity onboarding via ServiceNow®.
- Management of the complete lifecycle of ServiceNow® projects:
- requirements gathering,- drafting functional specifications,- solution design,- development monitoring,- user acceptance testing monitoring,- post-deployment hypercare and change request management,- maintaining operational readiness (MCO). - OxandSenior Business Analyst ConsultantCONSULTING AND AUDITSApril 2019 - September 2020 (1 year and 5 months)Paris, France
- Integration and deployment of SIMEO (asset investment management solution) for major public and private clients (Ministry of Defense, Île-de-France Water Union, RTE, Electrabel...).
- Analysis of client needs, definition of integration requirements, drafting of functional specifications and detailed user stories for development teams.
- Piloting functional acceptance testing and monitoring solution deployment, ensuring user training and change management for optimal adoption.
- Contribution to the interpretation of probabilistic modeling results, the development of multi-year investment plans (PPI), and the drafting of commercial proposals during the pre-sales phase.
Business Analyst, Consultant, AMOA, Product Owner, Project Manager, Project Lead, Risk Management, Risk Management, Risk Management
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Education
- ServiceNow® Certified System Administrator2025ServiceNow® Certified System Administrator
- Master's Specialized in Global Risk ManagementArts et Métiers ParisTech (ENSAM),2019Mastère Spécialisé Management Global des Risques