Freelancer profile translated to English.

Description

Enterprise Service Management Consultant with 8 years of experience, I support my clients in the transformation and optimization of their IT and business processes.

Specializing in process management, I bring solid expertise in the implementation and continuous improvement of IT services. My mastery of ITIL best practices allows me to guide my clients in adopting proven standards for IT service management.

As a ServiceNow platform expert, I oversee the implementation of innovative solutions to automate and streamline service management processes. I support my clients in the deployment and customization of this solution, facilitating better workflow management and increased visibility into service performance.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

L'Oréal
ITIL Process Excellence PMO – Beauty Tech Data
October 2023 - September 2024 (1 year)
Clichy, France
Within the Data CIO Office & Transformation, I support the project, support, and operations teams of Beauty Tech Data in managing the services provided to business units through the Beauty Tech Data Platform (BTDP). This involves promoting ITIL best practices and providing support on issues related to ITSM, APM, and the ServiceNow tool.

Service Mindset Initiative:Deployment of ITIL best practices, and establishment of a "Service" approach and mindset:
Facilitation and management of the initiative and reporting to sponsors (ManCom)
Structuring and consumer-centric formalization of the BTDP service catalog.
Management and facilitation of the service description phase by Service Owners
Definition of service catalog governance
Service Level Management (SLA, service level monitoring, RACI, Committee structure)
Support in defining target operating models

Application Portfolio Managementin collaboration with enterprise architects:
IT Data guarantor for the quality of application portfolio and CMDB data.
Deployment of new APM governance for the creation and management of applications in the CMDB.
Simplification and harmonization of practices
Support and Training for teams (90 people, NPS 9.2)

IT Service Management(Incident, CMDB, Problem...) in collaboration with ITSM leads:
IT Data contact point for all Global ITSM initiatives
Monitoring of Quality of Service KPIs and ITSM process adoption
Change Management support

ServiceNow(ITSM, ITBM, APM) in collaboration with product owners and the CoE:
Support for BTD members in using all applications on the ServiceNow platform (Service request, demand, incidents, etc.).
Upskilling of BTD teams on the ServiceNow tool (training, user guides)
IT Service Management CMDB ServiceNow Change Management Project Management Application Portfolio Management Training Service Catalog Governance CIO Advisory Atlassian Confluence
RTE
Proxy Product Owner - Service Catalog
ENERGY AND UTILITIES
January 2023 - July 2023 (6 months)
Courbevoie, France
As part of replacing RTE's ITSM tool with ServiceNow, migrating the RTE service catalog to the target solution and supporting RTE business units in tooling the catalog and service request processes.
Identification of needs and definition of target use cases.
Analysis of existing processes and tools: interviews and workshops, document reviews, data and repository analysis.
Redesign and tooling of catalog and service request processes.
Support in implementing a global service request workflow, driven by data (data-driven workflow)
Migration of the HPSM service catalog to ServiceNow
Redesign of service offerings: Onboarding, Offboarding, HR Mobilities, SAP Authorizations, ...
Design of the ServiceNow administration request catalog
Validation of functional specifications and user stories at DOR (Definition of Ready).
Execution of tests and validation of US (User Stories) at DOD (Definition of Done).
Challenging functional and technical solutions proposed by the integrator.
Facilitation of business acceptance testing sessions.
Support in user adoption of the tool by RTE business units.

Results:
Go-live of the COSMOS service catalog
Alignment of processes and uses within the platform
Improved maintainability of the request catalog
Reduced implementation times for simple requests thanks to the setup of autonomous catalog administrators within business units
An improved "User" experience with a Self-Service portal
ServiceNow Product Ownership Functional Acceptance Testing Service Catalog ITIL Scrum Data Analysis
DIRISI
Business Analyst - DIGITRANS Program
January 2021 - December 2022 (1 year and 11 months)
Le Kremlin-Bicêtre, France
As part of the digital transformation program of the Inter-Army Network and Information Systems Directorate (DIRISI) of the Ministry of Armed Forces, I am involved in Business Analysis to redesign DIRISI's processes and formalize functional specifications for their tooling through a centralized platform based on ServiceNow.

Projects:

*Poles Processes:Integration of several DIRISI processes into DIADEME (SMOBI token management, hosting requests, LOOP networks, AD/Admin account management, etc.).

*RTD Pole Processes:Integration of the Network Pole's WAN processes into DIADEME, supporting the DESCARTES project for new WAN network deployments.

*CARLA-DIADEME Interface:Synchronization of DIADEME with the CARLA tool to coordinate LAN incidents and interventions.

Tasks:
Analysis of existing processes and tools: interviews and workshops, document reviews, data and repository analysis.
Collection of detailed requirements through workshops.
Redesign of processes and tooling.
Detailed functional specifications for target processes and user stories for implementation on the ServiceNow platform
Assistance in defining and challenging technical solutions in partnership with the publisher.
Functional assistance for development execution.
Drafting of acceptance test plans and functional support during acceptance phases.

Results:
Alignment of processes and uses within the DIADEME platform
Implementation of repositories and service catalogs
Automation of tasks
Automatic discovery and update of configuration items and relationships in the CMDB
Implementation of interfaces to synchronize repositories and automate tasks (AD, CARLA, SCCM...).
Reduction in the workload of staff assigned to task execution
ServiceNow CMDB IT Service Management ITIL Service Catalog API Functional Acceptance Functional Specifications Project Management Data Analysis