Yacine K.

Acted as a ServiceNow ITSM MOA Business Analyst on a large-scale ITSM platform (150,000 active users, 8 environments) within a multi-squad setup. Key role as the entry point for incidents and enhancement requests for all teams.

– Functional administration of ServiceNow ITSM: Incident, Request, CMDB

– Management of over 2,500 technical-functional incidents and ~100 enhancement requests, including prioritization and coordination of IT stakeholders

– Writing user stories and functional requirements (from field definition to ITSM workflow design)

– Piloting functional testing and acceptance (TEST, Pre-Production, Production) and validation before deployment

– Monitoring developments carried out by the ServiceNow Development team (international internal team, English-speaking environment)

– Contribution to continuous improvement through user satisfaction surveys (impact ~35,000 users)

– Full management of the ServiceNow service catalog redesign (+30 forms): analysis of the existing system, identification of gaps and redundancies

– Definition of the phased migration strategy: prioritization, planning, dependency and risk management

– Coordination of Development and Business teams: facilitating workshops, writing functional specifications, monitoring development, and piloting acceptance testing

– Change management support: communication, documentation updates, and user support during phased deployments

– Management and validation of repositories: groups, organizational units, accounts, roles, and profiles

– Configuration of SLAs, assignment rules, and service catalog visibility conditions

– Administration of cross-functional features: email ticket creation, delegations, attachments, subscriptions

As part of the AIFE (State Financial IT Agency) project, participated in the migration of the customer relationship tool to ServiceNow's Customer Service Management (CSM) module, with the goal of improving customer request management, support quality, and user experience.

● Conducted technical-functional tests of the ServiceNow CSM module (Front & Back-Office) on Madrid and Orlando versions, ensuring the compliance of customer and agent journeys.

● Managed defect management: identification, qualification, prioritization, tracking, and communication with project and business teams.

● Validated CSM workflows, business rules, forms, SLAs, and omnichannel interactions across TEST, Pre-Production, and Production environments.

● Contributed to the quality and reliability of customer data through Transform Map management, import, and update of CSM repositories.

● Produced reporting focused on steering and customer satisfaction, ensuring clear visibility on test progress, risks, and quality indicators.

● Provided operational support post-deployment on the CSM module, assisting users in adopting the solution and promoting its use.

● Acceptance test plans and technical-functional test reports for CSM

● Structured tracking of defects and service quality indicators

● Data imports and securing customer repositories

As part of the ORANO project, participated in configurations and developments for the SLA, emails, Notification, and Reporting scope on the ServiceNow solution.

Mission:

● Business Process Outsourcing (BPO)/business support for SLA, Notifications, and Reporting

● Definition and implementation of SLAs for incident/change processing times

● Development of Reports and Dashboards

● Creation of Scheduled Email Jobs

● Definition, Configuration, and Reporting on Notifications

● Creation of data sources for imports (Transform Maps)

● Unit and technical-functional integration testing

● Defect management and resolution

Deliverables:

● Technical-Functional Tests

● Technical Documentation

● Deployment

● Data Import

● Tracking Files