Freelancer profile translated to English.

Description

Engineer, ServiceNow Service Portal Expert, Front-End Developer, Accessibility Audit, Functional Analysis, Change Management.

Clients I have worked for: Groupama, EDF, Engie, Suez, Servier...

Languages

French
Native or bilingual
English
Fluent
Spanish
Fluent

Workplace preferences

Remote only

Primarily works remotely

Groupama SA
Lead the total redesign and migration of the service portal (ServicePortal to Employee Service Center), integrating new features and rethinking support and incident management pages to provide better support to IT teams and users.
BANKING AND INSURANCE
October 2022 - June 2023 (9 months)
Paris, France
• Expert referent for the "Employee Service Center" module on ServiceNow.
• Development of the roadmap for the deployment of the new portal.
• Conducted interviews with end-users and stakeholders, participated in project meetings, and translated business needs into technical and functional requirements.
• Organized and facilitated technical and user experience (UX) workshops with end-users and stakeholders, writing meeting minutes.
• Proposed solutions in response to identified needs and specified portal functionalities, including the definition and writing of "stories".
• Developed the front-end and back-end of the portal, ensuring it is accessible and adapted to all devices (desktop and mobile) by following ServiceNow best practices and RGAA standards, and customized widgets (Angular, Javascript) and client scripts:
o Managed and customized incidents, approvals, delegations, service catalog, knowledge base, announcements, and service subscriptions.
o Improved the performance of ticket lists and ticket views by optimizing the OOTB (Out-Of-The-Box) solution.
o Developed new display rules for guides and FAQs to improve the support journey and better target the results expected by users.
o Designed and developed a decision-support journey for users, analyzing incident data with the "ServiceDesk" module.
o Created features such as favorites for knowledge base articles, drag-and-drop/copy-paste for attachments, and a "watchlist" functionality on the portal.
o Implemented and configured AI Search.
o Created and customized request filters.

• Supervised a team composed of a designer and two developers.
• Contributed to change management.
• Assisted with service catalog architecture.
• Reviewed the hierarchy and architecture of knowledge base articles; created and managed the portal's knowledge base and associated articles.
• Defined and wrote "Guided tours".
Adobe XD AngularJS ServiceNow Functional Analysis JavaScript jQuery Content Writing HTML5/CSS3 Project Management
Pôle emploi
Oversee the design and development of the service portal (Employee Service Center)
PUBLIC SECTOR
January 2022 - July 2022 (7 months)
Paris, France
• Expert referent for the "Employee Service Center" module on ServiceNow.
• Conducted interviews with end-users and stakeholders, participated in project meetings, and translated business needs into technical and functional requirements.
• Organized technical and user experience (UX) workshops with stakeholders, followed up on proposed solutions in response to identified needs, and specified portal functionalities.
• Developed the front-end and back-end of the portal, ensuring it is accessible and adapted to all devices (desktop and mobile) by following ServiceNow best practices and RGAA standards. Customized widgets (Angular, Javascript):
o Customized approvals and satisfaction surveys in the task list.
o Assisted in the design and customization of the taxonomy.
o Managed HR cases.
o Created and customized request filters, ticket views, delegations, and notification preferences.
o Created UI actions to be implemented on tickets of a custom table.

• Developed detailed functional and technical documentation, accompanied by skills transfer through training sessions.
Engie - SA
Continuous evolution of the portal and implementation of a dedicated knowledge base on the user portal, combined with the design and development of a user support journey. This journey allows users to find the most suitable communication channel for their needs, improving and facilitating interactions, thus reducing the time required by ServiceDesk teams and end-users.
ENERGY AND UTILITIES
January 2020 - July 2022 (2 years and 7 months)
Paris, France
• Expert referent for the "Service Portal" module on ServiceNow, responsible for the design, development, and management of the portal.
• Conducted interviews and analyzed business needs, followed by the translation of these needs into technical and functional requirements.
• Organized user experience (UX) and technical workshops with stakeholders to propose solutions and specify portal functionalities, including the creation and presentation of mockups.
• Architected, managed, and administered the portal's knowledge base, as well as created templates for guides.
• Supervised a team composed of a designer and two developers.
• Developed the portal and back-office, ensuring their functionality and performance.
o Designed and developed a widget for a decision-support journey, allowing the end-user to select the appropriate communication channel based on context and urgency (phone, email, IT Kiosk, form).
o Designed and developed a widget enabling users to navigate an interactive and visual knowledge base based on their choices and profile.
o Created a widget capable of dynamically interpreting the content of a knowledge base article to make it interactive.
o Improved the digital accessibility of the portal and its widgets, making them compliant with RGAA standards.
o Imported data and used "transform maps" to facilitate data conversion and integration.
o Developed detailed functional and technical documentation, accompanied by skills transfer through training sessions.
o Developed detailed functional and technical documentation, accompanied by skills transfer through training sessions.
• Developed detailed functional and technical documentation, accompanied by skills transfer through training sessions.
ServiceNow Functional Analysis Adobe XD Project Management AngularJS Front-End Development jQuery English