Freelancer profile translated to English.

Description

Process Manager specialized in CMDB & APM on ServiceNow, I help IT departments structure their repositories, improve data quality, and optimize their ITSM/ITOM processes.

With 9 years of experience in steering, governance, and multi-team coordination, I work in complex environments where reliability, visibility, and operational efficiency are essential.

✔ CMDB Modeling & Remediation

✔ APM Governance & ServiceNow Evolution Management

✔ Process, Workflow, and Catalog Optimization

✔ Dashboards, KPIs, Data Analysis & Quality

✔ Business Support, Communication & Change Management

I bring structure, clarity, and measurable results, with a value-oriented and collaborative approach.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

TotalEnergies
Process Manager CMDB/APM
ENERGY AND UTILITIES
July 2023 - June 2025 (1 year and 11 months)
Pau, France
Governance & Data Quality (CMDB and APM Processes)
• Modeling and evolution of the CMDB data model as part of a Cloud migration program
• Analysis of quality gaps and remediation of CMDB data
• Implementation of steering dashboards for monitoring CMDB data quality and performance
• Analysis of the impacts of ServiceNow platform evolutions and coordination of necessary adaptations

Functional Support & Operational Management
• Monitoring of ServiceNow platform evolutions
• Monitoring of incidents related to CMDB/APM processes
• Performing functional tests during ServiceNow version upgrades
• Management of authorizations, roles, support groups, and approvals
• Production of data extractions and analyses on demand

Business Support
• Gathering needs and evolving service offerings
• Support for application managers and Delivery Leads
• Conducting awareness and acculturation webinars on CMDB
ServiceNow ITSM CMDB APM ITIL Microsoft Power BI
TEREGA
IT Project Manager
ENERGY AND UTILITIES
October 2021 - June 2023 (1 year and 8 months)
Pau, France
Migration to RingCentral Cloud Telephony Solution:
• Analysis of business needs and user usage
• Management of the solution deployment and coordination of technical teams
• Management of the existing system decommissioning
• Design and execution of test plans (queues, shared lines, specific scenarios)
• Optimization of license usage through usage data analysis
• User training and change support
• Monitoring of L2 incidents and coordination with publisher support

Migration of Windows PCs to Chromebooks as part of the transition to Google Workspace:
• Identification of users not eligible for a Chromebook transition (application or business constraints)
• Planning of Chromebook deployment
• Management of the deployment

Administration of the Google Workspace Suite:
• Incident management via Freshservice: Gmail, Drive, Groups, account management, sharing, permissions...
Google Workspace IP Telephony Freshservice Training Change Management
TotalEnergies
Process Manager
ENERGY AND UTILITIES
April 2021 - September 2021 (5 months)
Pau, France
Design and deployment of a tool-assisted continuous improvement process:
• Needs gathering from the service manager and internal interviews to identify needs and expectations
• Development of a personalized methodology, based on the Deming cycle, the KISS internal project management methodology principles, and needs gathering
• Facilitation of monthly continuous improvement committees
• Design and implementation of an idea collection tool via Power Apps
• Design and implementation of Power BI dashboards for project and performance monitoring
• Documentation of the process and steering tools
Continuous Improvement Process Structuring Microsoft Power BI Microsoft PowerApps Change Management