Freelancer profile translated to English.

Description

I have been in IT for 10 years. I started with taking calls in a service center, then moved to training. Then I became a Supervisor and then a Service Delivery Manager for 3 years.

Today, I have been a Project Manager for 4 years and now specialize in the tool I am very fond of, ServiceNow.

I have been able to put ITSM and CSM into production. I also master the SPM (project management) module of ServiceNow.

With my extensive and diverse experience in IT, I master the different roles that make up a complete service center. I am also ITIL certified, which allows me to guide users in the right direction for the implementation of ServiceNow.

Having extensive experience with a complicated ServiceNow implementation with a client, I have all the skills to carry out an end-to-end implementation correctly and quickly (Project Manager to Business Analyst and Product Owner).

I mainly work remotely, but I can travel if needed.

Specialized in the ServiceNow tool, but it is entirely possible for me to manage any project.

Mastery of SCRUM and PRINCE 2 methodologies. I can manage all aspects of the project end-to-end on my own.

I also enjoy managing all aspects of user training, as well as managing and creating operating procedures and business processes. I also create video training.

I am currently improving my English level from B1 to B2.

My references:

Freelance today (formerly Hexanet) David GLAUX Project Director and CIO,

DIGICOM Khalid LAICHE, ServiceNow integrator,

Hexanet Thomas GRIVET Supervisor, ServiceNow project team,

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

HEXANET
Project Manager, CIO Business Analyst
TELECOMMUNICATIONS
September 2022 - August 2025 (2 years and 11 months)
Lyon, France
Implementation of ServiceNow ITSM (incident, request, service catalog, CMDB, CSM for clients, change, problem, SPM (project management)). Work in AGILE SCRUM mode.

- Populating the backlog, creating stories, gathering requirements;
- Defining client specifics;
- Writing and executing tests for production deployment;
- Analyzing and scoping requirements, consulting;
- Project steering;
- Training, end-user support, and writing operating procedures;
- Platform consulting (ITIL certification);
- Proposing continuous improvements for internal processes;
- Change management;
- Managing communication with comprehensive newsletters;
- Writing processes, procedures, and operating procedures
HELPLINE
Service Delivery Manager
DIGITAL AND IT
June 2018 - July 2022 (4 years and 2 months)
Lyon, France
- Production management (incidents, requests, complaints) for 25 technicians;
- Managing a remote and semi-presential team;
- Telephony management;
- Designing and facilitating committees (technical committee, steering committee, project committee);
- Participating in the operational committee;
- Facilitating audits (security, outsourcing);
- Managing schedules, leave, overtime;
- Training, coaching, operating procedures;
- SLA management, reporting;
- Project management
Computacenter
Referent Trainer Technician
DIGITAL AND IT
January 2017 - June 2018 (1 year and 6 months)
Montpellier, France
- Taking phone calls;
- Managing authorizations (ServiceNow request);
- Creating training materials, operating procedures for incident and request management;
- ServiceNow training;
- Assisting with client procedure improvements