Freelancer profile translated to English.

Description

IT process engineer with 8 years of experience in critical environments (banking, insurance, retirement, leisure), I combine solid ITSM expertise with AI automation skills to make my clients' operations more reliable and faster.

I have notably managed ITIL processes (incidents, problems, changes) and ServiceNow administration for major clients: CA-GIP (Crédit Agricole), AGIRC-ARRCO, BNP Paribas, and Disneyland Paris. Daily tasks include: analysis and validation of procedures, KPI and dashboard production, RCA (Root Cause Analysis) management, problem management committee facilitation, and operational task automation (Shell, PowerShell) on Linux/Windows environments with schedulers like Control-M, V-TOM, and Dollar Universe.

In parallel, I founded an AI Agency, where I design and deploy AI agents and automation workflows (Make, n8n, Airtable) for SMEs — a skill that complements my ITSM foundation by bringing a real intelligent automation dimension to my assignments.

What I can offer you:

✓ ServiceNow Referent / Administrator (requests, incidents, problems, changes)

✓ Implementation and continuous improvement of ITIL 4 processes

✓ KPI and management reporting production

✓ Automation of operational procedures (Python/Shell/PowerShell scripts)

✓ Linux/Windows system administration, schedulers (Control-M, V-TOM, Dollar Universe)

✓ Design and deployment of AI agents to automate your business processes

Certified ITIL 4, trained in AI agent design, I am adaptable to both classic process management assignments and more innovative automation projects. Available in person (PACA region) or remotely.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Aix-en-Provence (up to 50km), Vaison-la-Romaine (up to 50km), Montpellier (up to 10km)

CA-GIP
ITIL Process Manager and ServiceNow Administrator
BANKING AND INSURANCE
July 2023 - December 2025 (2 years and 5 months)
Vaison-la-Romaine, France
Analyze and improve existing procedures and ensure their application. ServiceNow Referent and user support. Produce performance reports and indicators (KPIs). Coordinate all process activities. Manage resources assigned to the process. Ensure process activities documentation is kept up-to-date. Improve process implementation. Identify process improvement proposals. Monitor process performance. Identify and log problems arising from recurring or major incidents. Lead root cause analyses (RCA). Facilitate problem management committees. Track the implementation of corrective and preventive actions.
ServiceNow gestion des process IT Project Management Request Manager Gestion des problèmes
Agirc-Arrco
Application Functional Support
PUBLIC SECTOR
April 2021 - July 2023 (2 years and 3 months)
Aix-en-Provence, France
Ensure the Maintenance in Operational Condition (MCO) and automation of processes as part of continuous improvement.
✓ Implement ITIL processes for incident management and crisis cells.
✓ Application of ITIL standards for the preparation, organization, and management of the CAB (change management).
✓ Implementation of KPI indicators on volume and quality according to ITIL processes.
✓ Maintain applications in operational condition.
✓ Implementation of ITIL modules for continuous improvement requirement expressions.
✓ Perform malfunction diagnostics and propose corrective solutions.
✓ Automate procedures using Python scripts.
✓ Manage and validate new application versions, and ensure version consistency across different environments.
✓ Manage application projects.
✓ Ensure service continuity for users.
✓ Automate operational procedures.
✓ Provide business support.
ITIL 4 Change and Transformation Management IT Project Management KPI MCP
BNP Paribas
Application Manager
BANKING AND INSURANCE
February 2020 - December 2020 (10 months)
Paris, France
✓ Resolve incidents and respond to ad-hoc business evolution requests, ensuring their implementation while maintaining the consistency of the application portfolio.
Manage application version upgrades.
Ensure the continuity, consistency, and optimization of data.
Manage perimeter security licenses.
Install new licenses in environments.
Ensure the achievement of action plan objectives related to my applications.
Comply with and enforce current standards and regulations: engineering rules, architecture rules, security standards.
Manage incidents and crisis cells.
Prepare, organize, and manage the CAB (change management).
Produce KPIs on volume and quality.
Control the quality of work and verify its compliance with application portfolio plans.
Analyze incidents and propose preventive improvement action plans.
Provide quality support to the business.
KPI IT Project Management Linux Windows Server Change and Transformation Management