Oumar Wade

• Leading CMDB governance and improving data quality.
• Managing major incidents and supervising critical processes.
• Designing and evolving workflows, service catalogs, forms, and ServiceNow dashboards.
• Implementing ITSM and CSM automations to optimize operational processes.
• Participating in the implementation of ServiceNow Event Management.
• Integrating ServiceNow with monitoring tools such as Prometheus and Dynatrace.
• Maintaining and evolving the Chorus PRO portal based on ServiceNow CSM.
• Facilitating technical and functional workshops with business and technical teams.
• Designing and maintaining operational KPIs and dashboards.
• Producing technical and functional documentation.
• Supporting and training end-users.
• Contributing to architecture orientations and ServiceNow platform governance.

Saint-Gobain — SPM/ITSM/ITOM Consultant

• Evolving the SPM module in a multi-country and multi-entity context: redesigning portfolios, configuring budget flows (Investment Planning), implementing strategic roadmaps, and aligning with group OKRs.
• Integrating SPM with group's third-party tools (SAP ERP) to automate project and resource synchronization.
• Participating in specification workshops for new modules and functional ITSM/SPM evolutions, contributing to the writing and updating of User Stories in an Agile/SAFe context.
• Performing testing and validation activities before production, overseeing deployment operations in a complex, multi-country environment.
• Advanced platform administration: managing configurations, multi-instance access rights, monitoring integrations and performance.
• Coordinating annual ServiceNow instance upgrades, handling high-impact incidents and change requests.

EDF — SPM Consultant · ServiceNow Implementation & Support

• Implementing the SPM module: defining the request lifecycle (Idea > Demand > Project), configuring approval workflows, and setting up portfolio performance indicators (KPIs).
• Implementing resource management in SPM: assigning teams to projects, tracking workloads, and alerting on over-allocations.
• Participating in needs gathering and solution design workshops, updating User Stories throughout the sprints.
• Configuring ITSM modules (Incident, Request, Change) and setting up business workflows aligned with portfolio priorities.
• Maintenance and Operations of the multi-site platform: resolving incidents, managing change requests, and monitoring ServiceNow version updates.

• Providing technical support for ServiceNow applications
• Handling and resolving incidents
• Developing and configuring according to specifications
• Developing and configuring service catalogs
• Participating in deployment operations
• Ensuring platform maintenance and operations on ServiceNow
• Ensuring instance version upgrades
• Managing platform upgrades