Ilham C.

Energy sector company (Montreal) - Functional Lead ITSM, ITAM, ITOM, HRSD

18 months

Context: Support the client in defining their ITAM, ITSM, ITOM, and HRSD management processes in the

context of implementing a new ITSM tool.

Achievements:

 Definition of processes for ITSM, ITAM, HAM, and HRSD modules.

 Support for business teams in optimizing and implementing their processes on the ServiceNow platform.

 Change management support, creation, and delivery of training for IT users.

Skills used: Project Management/Leadership, Excel, Visio, JIRA, Confluence, ServiceNow, EasyVisa

Project Mode: Hybrid, V-model, Agile

Walmart (Toronto) - ITAM and CMDB Functional Lead

6 months

Context: Support the client in defining their IT and telecommunications asset management processes in the

context of integrating Canadian subsidiary data into the group's US tool.

Achievements:

 Definition of processes for inventory management and CI definition.

 Study of the US group tool's operation.

 Outline of data migration steps from the Canada tool to the US ITSM.

 Project leadership.

 Change management and training for Canadian users (10 people in asset management).

Skills used: Project Management/Leadership, Excel, Visio, JIRA, Confluence, ServiceNow, EasyVisa

Project Mode: Hybrid, V-model, Agile

Leading distribution company (Paris region) – ITIL Consultant - SAM

4 months

Context: Support the client in defining their software asset management tool needs in the context of

implementing a new SAM tool.

Achievements:

 Audit of the group's software license tracking and management practices.

 Definition of processes for managing, assigning, and revoking licenses to users.

 Facilitation of workshops to define needs for a SAM management tool.

 Drafting of an RFI for SAM tool vendors.

Skills used: Project Management/Leadership, Excel, Visio, JIRA, Confluence, ServiceNow, EasyVisa

Project Mode: Hybrid, V-model, Agile

Public transport company (Paris region) - ITAM and CMDB Functional Lead

18 months

Context: Support the client in defining their ITAM and CMDB management processes in the context of

implementing a new ITSM tool.

Achievements:

 Support the client in defining the objective of the IT transformation program by implementing the target operating model and working with process owners to align their processes with business strategy and ITIL best practices.

 Evaluation of ITAM processes through design workshops for implementation of processes in ServiceNow.

 Implementation of internal process compliance controls across the IT organization and change management:

o Traceability of all IT assets

o Reduction in IT asset purchases

o Implementation of recycling and asset recovery processes for end-of-life assets.

 Change management support, creation, and delivery of training for IT users.

Skills used: Project Management/Leadership, Excel, Visio, JIRA, Confluence, ServiceNow, EasyVisa

Project Mode: Hybrid, V-model, Agile

Gas Group (Paris region) – Project Manager

24 months

Context: Project management and EasyVista product management in the context of improving existing

features.

Achievements:

 Design and presentation of project monitoring: technical, budgetary, and functional.

 Facilitation of management committees: Monitoring Committee (weekly), Steering Committee (monthly),

Strategy Committee (quarterly), Delivery Committee (quarterly), Contractual Committee (bi-annually).

 Definition and adjustment of schedules.

 Monitoring and management of partner penalties.

 Problem resolution and conflict management.

 Control of budgets and resource allocation by department, project, and team.

 Provide a P&L to sponsors and project managers.

 Assistance in facilitating ITSM design workshops.

 Technical and functional arbitration.

 Co-design of change management tools and user training.

Real estate agency group (Paris region) – Project Manager

12 months

Context: Project management and EasyVista product management in the context of a new implementation of

the Easyvista tool.

Achievements:

 Design and presentation of project monitoring: technical, budgetary, and functional.

 Facilitation of management committees: Monitoring Committee (weekly), Steering Committee (monthly),

Strategy Committee (quarterly), Delivery Committee (quarterly), Contractual Committee (bi-annually).

 Definition and adjustment of schedules.

 Control of budgets and resource allocation by department, project, and team.

 Assistance in facilitating ITSM design workshops.

 Technical and functional arbitration.

 Co-design of change management tools and user training.

Public organization (Paris) – Project Manager

6 months

Context: Project management and EasyVista product management in the context of improving existing features.