Kaabya Khalil

As part of the transformation and evolution of the ITSM platform within the BPCE Group, the mission consists of supporting Product Owners in the functional management of ServiceNow. The objective is to ensure the proper qualification of business needs, the monitoring of developments, the quality of deliverables, as well as business continuity in an Agile context.

In the Demand Squad:

• Writing user stories and functional documentation, monitoring their implementation.

• Performing functional tests (developments and non-regression).

• Active participation in RUN monitoring committees and continuous improvement of ITSM processes.

In the Tech Squad:

• Contribution to the update and validation of the repository (applications, entities, services) in ServiceNow.

• Analysis of the impact of developments on repository elements and coordination with relevant teams.

• Functional support and consistency check of repository data to ensure their alignment with ITSM processes.

As CMDB Manager, responsible for the consistency of the IT asset repository of AXA Partners and the adoption of standards and best practices in IT asset management (infrastructure, network, workstation) across all AXA Partners entities.

• Work on new user needs related to projects and the evolution of the CMDB data model.

• Drive the process through KPI monitoring and definition of continuous improvement action plans.

• Implement governance and follow-up meetings, produce performance indicators (KPIs) and dashboards to ensure the completeness and quality of data in the CMDB repository.

• Regularly verify the compliance and reliability of CMDB data by analyzing reconciliation reports from interfaces, CMDB consistency, or configuration anomalies reported by various stakeholders.

• Produce dashboards for monitoring the quality and effectiveness of the process and the CMDB.

Within the ServiceNow Platform team, responsible for improving CMDB data quality.

• Communication with the Product Owner to understand business needs to be addressed.

• Analysis of various documents such as technical and functional specifications, guidelines, etc.

• Act as the single point of contact and ensure follow-up with weekly meetings on CMDB data quality with different entities.

• Support entities by explaining procedures to follow and helping them build action plans if needed.

• Ensure coordination and communication between entities and the CMDB team.

• Report to management on entity progress towards achieving objectives set within the data quality project using various tools such as dashboards and monthly reports.

• Write knowledge articles related to products.