MNFreelancer profile translated to English.
Back to original languageAbout Mohamed Naceur
Experienced ServiceNow Consultant, I am dedicated to optimizing ITIL processes to deliver effective IT service management aligned with business objectives. My expertise covers ITSM modules (incident, change, request, and problem management), CSM, and the implementation of knowledge bases to enhance user experience.
As a functional consultant, I have led large-scale projects, from the needs analysis phase to production, including the design of custom workflows and the integration of ServiceNow solutions. My responsibilities also include coaching teams on ITIL best practices, thereby ensuring a more structured and customer-oriented work environment.
Passionate about agile methodologies, I strive to foster adaptability and collaboration within project teams to ensure the rapid and efficient delivery of each iteration.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- DEODISServiceNow Project Manager/IT Project Management AssistantOctober 2020 - Today (5 years and 8 months)Paris, France- Participation in the creation of commercial proposals- Preparation and facilitation of steering and monitoring committees- Analysis of gaps between the client's process and the Out-of-the-Box solution.- Preparation and facilitation of project kick-off meetings- Continuous monitoring of action plans RIDA- Planning, budget, resource, and risk management- Incident management in TMA mode- Administration and configuration of the ServiceNow instance- Coordination and management of the project team- Monitoring of project task progress- Training on tool usage- Implementation and monitoring of Reports and Dashboards- Implementation of ITSM and CSM processes- Implementation of the agile process within the team- Facilitation of design workshops and user story writing- Performance of functional tests and monitoring of fixes.
- CGIServiceNow ConsultantOctober 2019 - October 2020 (1 year)Levallois-Perret, France- Administration and configuration of the ServiceNow instance- Identification and resolution of incidents- Preparation and facilitation of steering and monitoring committees- Facilitation of needs expression workshops- Writing of user stories- Organization of demonstration sessions- Acceptance and functional testing
- ADISSEOData Analyst (End-of-studies Internship)February 2019 - July 2019 (5 months)Île-de-France, France- Analysis and specification of reporting needs.- Data extraction, transformation, and loading.- Design of the Data Warehouse and Data Mart.- Creation of joins between different data tables.- Development of operational monitoring reports and dashboards.- Responsible for Power BI training for end-users.- Creation of documentation to facilitate project handover.
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Education
- Engineering degree in Computer EngineeringEcole Supérieure Privée d'Ingénierie et de Technologies - ESPRIT2019Diplôme d'ingénieur en génie informatique
- Integrated preparatory year in Computer EngineeringEcole Supérieure Privée d'Ingénierie et de Technologies - ESPRIT2015Préparatoire intégré en génie informatique
Certifications
- CIS-ITSMServiceNow2024
- CIS-CSMServiceNow2025