Yacine K.

Intervention 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 evolution requests for all teams.

– ServiceNow ITSM Functional Administration: Incident, Request, CMDB

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

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

– Steering of functional tests and acceptance testing (TEST, Pre-Production, Production) and validation before deployment

– Monitoring of 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)

– Complete management of the ServiceNow Service Catalog redesign (+30 forms): analysis of the existing, identification of gaps and redundancies

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

– Coordination of Development Team and Business Units: workshop facilitation, writing functional specifications, monitoring developments and steering acceptance testing

– Change management support: communication, documentation updates, and user support during progressive 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 (Agency for the Financial Information of the State) project, participated in the migration of the customer relationship tool to ServiceNow's Customer Service Management (CSM) module, with the aim of improving customer request management, support quality, and user experience.

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

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

● Validation of CSM workflows, business rules, forms, SLAs, and omnichannel interactions on TEST, Pre-Production, and Production environments.

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

● Production of reporting for steering and customer satisfaction, ensuring clear visibility on test progress, risks, and quality indicators.

● Post-deployment operational support on the CSM module, assisting users in adopting the solution and promoting its uptake.

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

● Structured tracking of defects and service quality indicators

● Data imports and securing of customer repositories

As part of the ORANO project, participated in the configuration and development for the SLA, emails, Notification, and Reports 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 tests

● Defect management and resolution

Deliverables:

● Technical-functional tests

● Technical Documentation

● Deployment

● Data Import

● Tracking Files