Samira N.

Context.

Supporting the ITSM United business unit in process and tool transformation with the goal of further structuring practices, harmonizing information levels between teams, strengthening collective efficiency, and improving user experience.

Responsibilities.

Diagnosing team maturity and restructuring operating methods to enhance collective efficiency.

Defining and deploying a change management strategy to foster the adoption of new processes and tools.

Overhauling the communication strategy to ensure a consistent level of information on projects and services.

Managing communication around projects and tools made available to teams.

Optimizing ServiceNow usage to improve user experience and operational performance.

Implementing monitoring indicators to measure change adoption and impact.

Deliverables.

Communication and change management plan

Communication materials (newsletter, knowledge articles, e-learning, user guides, presentations…)

KPIs on click-through rates, adoption rates

Technical Environment.

ServiceNow ITSM & WSD modules.

MS365

Context.

Application maintenance of the core model following the decommissioning project of EasyVista and the global implementation of ServiceNow on the ITSM module (Change, Incident, Problem, Requests, Walk-Up experience, Asset, Knowledge).

Responsibilities.

- Overseeing project performance by managing costs, scope, deadlines, quality, and risks, while ensuring adherence to the Agile methodology.

- Managing team recruitment, development, and evaluation.

- Budget tracking (consumed, remaining to consume).

- Monitoring profitability, monthly invoicing, and administrative compliance.

- Managing the ServiceNow application maintenance team and coordinating the project team (technical, functional, change management, OCM).

- Preparing materials and presentations for project governance committees (operational committee, solution governance committee, steering committee).

- Tracking project activities: planning, decisions, actions, risks, satisfaction.

- Writing documentation and organizing workshops to upskill business stakeholders on agility and ITIL best practices.

- Proposing user-centric solutions (redesign of the User Portal, training).

- Reduction of the evolution request backlog (from +800 evolution requests at the start of the mission to 140 at the end).

- Increase in the system usability score satisfaction rate from 43.5/100 to 78/100 following the service catalog redesign.

- ServiceNow CSAT (Customer Satisfaction Rate) after version upgrade: 5/5

Context.

The ITxM project at DSIT for EDF is a convergence of IT service management tools aimed at supporting the group's digital transformation by rethinking IT service management and improving efficiency and harmonizing usage for greater simplicity. The targeted standardization should enable full leverage of current tools and thus enhance performance.

- End-to-end operational management of ITAM (asset management) and ITxM services.

- Key point of contact for all stakeholders (client, publisher, integrators, etc.) in handling new needs or managing service disruptions.

- Ensuring compliance with contractual commitments.

- Implementing a corrective and preventive approach to reduce backlog volume.

- Environment monitoring (patches, clones).

- Setting up all Scrum committees and organizing/leading coordination workshops to align stakeholders on priorities and action plans.

- Ensuring end-to-end administration of the ServiceNow platform to guarantee service continuity and quality of deliverables.

- Managing performance monitoring through KPIs (SLA compliance, backlog volume, average resolution time).

- Significant improvement in SLA compliance rate and reduction in escalations.

- Backlog reduction through more efficient prioritization and processing of incidents.

- Enhanced satisfaction of internal users through better service availability and communication.

- Creation of a collaborative and sustainable working framework between RUN, CoE, and business teams.