Freelancer profile translated to English.
Back to original languageAbout Rahma
Holder of a Specialized Master's degree in Project Engineering and ITIL certified, I have 20 years of experience in consulting and supporting clients in implementing processes, optimizing existing processes, and managing continuous improvement. My assignments have taken place in complex environments within the IT departments of major clients (banks, transport, energy, telecommunications).
German
Native or bilingual
English
Fluent
Spanish
Basic
Can work on-site
Paris (up to 50km)
Experience
- GIE ComutitresITIL ConsultantTRANSPORTATIONJanuary 2019 - December 2020 (2 years)Paris, FranceMobile Channel Project – Ile-de-France Public Transport Ticketing Modernization Program - Implementation of the future operation of the Mobile Channel ServiceThe Mobile Channel application, installed on mobile phones, is intended to allow the purchase and recharging of electronic ticketing products on Navigo cards, as well as the purchase and dematerialization of electronic ticketing products on NFC media.Comutitres, the service operation coordinator, is responsible for service steering, incident and crisis management, problem management, and change management.1- Construction of the future service operation:- Definition of Mobile Channel service operation processes: incident management, change management, problem management, service steering, continuous improvement management- Preparation and facilitation of workshops to present the proposed methodology for the future operation of the service- Description of processes, Writing of procedures and operating methods- Proposal of improvement areas in the project phase, transition, and target organization for the Mobile Channel service operation- Definition and validation of operational activity monitoring indicators- Implementation of reference documentation- Definition of the Confluence shared space structure dedicated to operations2- Methodological support for project managers- Consulting- Project Management- Risk monitoring- Reporting of alerts related to schedule deviations and the absence of prerequisites for successful project completion- Contribution to project instance dedicated materials3- Construction of the future service operation:- Support for the project team in carrying out the transition phase- Documentation of this stage for the future service production launch
- BNP ParibasContinuous Improvement ManagerBANKING AND INSURANCEApril 2015 - June 2018 (3 years and 3 months)1. Quality and Continuous Improvement Referent for the BP²I Studies Department and Management of the "Demand Management" process within the Quality Management System (ISO 9001, 20000, 27001, 14001 Standards)- Role of guarantor for the quality of standard and non-standard BP²I Studies: monitoring compliance with commitments (deadlines and deliverable quality)- Support for the Department Manager in deploying Strategic and Operational Objectives- Support and awareness-raising for TSI & TSM teams on quality and continuous improvement approaches- Organization of quality assurance reviews on sensitive projects- Analysis of problem causes and steering of problem analysis and resolution approaches (outside of deadlines and non-quality of deliverables)- Definition and monitoring of action plans- Definition, implementation, and validation of process and operational activity monitoring indicators: rate of non-compliance with deadline commitments, deliverable quality, compliance rate with BP²I standards- Organization and facilitation of process reviews (quarterly and annual)- Updating of reference documentation and making it available in the Vdoc document management tool.Internal audits (IBM) and external certification audits by AFNOR for the ISO 9001 - ISO 20000-1 - ISO 27001 - ISO 14001 management system:- Preparation of materials and defense- Validation and maintenance of mandatory reference documentation (ISO, ITG, Regulations) and operational documentation- Preparation and facilitation of weekly Huddles (meetings with Demand Managers)Writing and distribution of MinutesDistribution of dashboards (indicators and action plans) and updating of the Quality PortalPresentation of monthly indicators in a steering committee for management and business units
- GDF SuezITIL ConsultantENERGY AND UTILITIESJanuary 2014 - December 2014 (1 year)Clichy, FranceSteering of infrastructure and outsourcing projectsTeam ManagementMonitoring of the project portfolio for the France branch of the European Service Desk (12,000 users)Monitoring of project costs, deadlines, and qualityMethodological support for good project management practices and training for Project ManagersMethodological support for good ITIL practices and trainingDefinition and implementation of the Change Management process for the European Service Desk in France and Belgium (25,000 users)Participation in working groups for the implementation of the ITSM ServiceNow tool
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Education
- Specialized Master's degree in international project engineering and human resourcesIIM International Management Institute / CNAM National Conservatory of Arts and Crafts2002
- German Aggregation (teaching qualification)Paris 3 Sorbonne Nouvelle2001Langues, Lettres et Civilisations Allemandes
Certifications
- ITIL FoundationExin2005