ServiceNow Business Process Consultant

• Sep 2022 - Present

ServiceNow Change and Release Manager

• Feb 2020 - Aug 2022

Manage weekly and monthly deployment operations on ServiceNow Portal Ensure inter-team communication between Test, Run and Scrum teams. Attend weekly meeting to follow up Business Analyst & Project Manager requests. Manage updates sets pushes from Dev --> Test --> Preprod --> Prod. Manage Clones operations post MEP Manage instances versions to minimize gabs configuration between instances Handle ticket with HI portal Manage instances versions upgrade operations Prepare runbook for each release with update set and manual configuration Create change to validate by CAB sessions for each release Monitor platform performance Set monthly & annual release planning Assist the technical teams to troubleshoot issue Show less

Release Manager

• Feb 2017 - 2019

Collaborate and align with Product Managers, Product Owners, SCRUM master, QA to make sure that releases are properly aligned end-to-end.Coordinate scheduled releases and updates.Work with Product Owners to perform assessments, sanity checks, performance tests, and capacity planning.Evaluate release quality in cooperation with application management in operations to support continuous improvement of release process and application performance.Attend daily project meetings according to agile methodologies and Scrum formats.Follow company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.Monitor platform performance and provide key indicator performance statistical reports for both real-time and historical measurements.Align and increase inter-team communication and data sharing.Diagnose and troubleshoot processing problems and apply solutions to increase company efficiency.Consistently meet deadlines and requirements for all production work orders. Show less

ServiceNow Senior Consultant

• Feb 2017 - 2018

Oversee application workflow and user interface (UI) configuration.Develop requirement integration components.Configure and implement ServiceNow solutions.Optimize staff experience with the ServiceNow platform.Assist with ServiceNow administration functions.Perform implementations of ServiceNow solutions for customers, including development of solution designs, implementation plans and documentation.Satisfy client technology services and solution requirements using best practices to:• Design• Plan• Implement• Validate and Test• Document• Provide Knowledge Transfer• Troubleshoot• Support• Work directly with client to gather requirements, design solutions, build proof of concepts and implementations solutions.• Deliver consultative-based knowledge transfer and documentation to clients.• Maintain focus on client satisfaction and expectation management. Show less

ServiceNow Consultant, Adecco

• Apr 2016 - Jan 2017

Provide Technical support and assistance for Adecco platform based on ServiceNow.Diagnose and troubleshoot processing problems related to incident level 1, 2 &3.Proposed solution based on root causes found.Assist End users and Customers on how implement solutions & new features.Provide continued maintenance of Service Now Modules: Incident, Change, Problem, Assets & knowledge base.Supervise CMDB mass uploadsConduct Release delivery from: Design/Conception, Test to Deployment & Delivery Validation.Propose technical feasibility solutions for new functional designs and suggest options for performance improvement of technical objects. Show less

Technical Project Manager, Air Liquide TMA

• Jun 2014 - Apr 2016

Manage TMA Project for Air Liquide Shared European Informatic System ALSEIS.Gather and analyze project requirements through interactions, meetings and periodic walkthroughs with potential application users and to develop business requirements documents, and functional requirements documents.Maintain different SLA response time contracted for each incident type with the customers.Perform regular update & improvement of service catalog, service delivery and process management.Elaborate Risk Assessment/Reassessment for each solution, evolution and system customization. Show less

Technical Support Engineer, Air Liquide TMA

• Jul 2011 - Jun 2015

Propose technical feasibility solutions for new functional designs and suggest options for performance improvement of technical objects.Provide technical & functional support for all HP Platform including: HP Service Manager, HP Asset Manager, HP Connect -it, HP Portfolio Manager and Application Lifecycle Management.Take in charge incidents according to SLA acceptance.Troubleshoot & diagnose problems reported via incident level 1, 2 & 3Treat incident according to their SLA response & Treatment time.Route incident to the appropriate Assignation group defined to each scope.Provide methodologies for process improvement and efficient development design.Provide documentation on start-up, shut down and first level troubleshooting of processes to help desk staffTrain junior members of IT team regarding troubleshooting of data circuits.Collaborate with clients from concept through final delivery of product or service.Design and implement new standards for core business services.Provide continueous maintenance and development of bug fixes and patch sets. Show less

Graduate Project

• Mar 2010 - Jun 2010

Design a Business Intelligence (BI) Solution Open Source to track Global Service Desk Support Activities. BI tool : Pentaho BI Suite. SGBD: MS SQL Server 2003 Project Steps :ETL, Datawarehouse, Reporting Design a Business Intelligence (BI) Solution Open Source to track Global Service Desk Support Activities. BI tool : Pentaho BI Suite. SGBD: MS SQL Server 2003 Project Steps :ETL, Datawarehouse, Reporting