Khaled Hilal

• Product ownership • Service Asset & Configuration Management (SACM) • Governance & Data Quality • Tooling & Integrations • Stakeholder engagement

• Managing the CMDB's functional process and tooling aspects in ServiceNow for 120,000+ Configuration Items (CIs) • Leading functional aspects of 4+ CMDB automation projects, ensuring efficiency, accuracy, and scalability • Optimizing CMDB operations by operationally applying process policies, implementing KPIs, and best practices • Training operational teams and ensuring adoption of CMDB best practices • Driving continuous improvement initiatives based on the process KPIs • Leading cross-functional committees (steering, operational, workshops) to assess user needs and enhance ServiceNow CMDB processes • Acting as a ServiceNow referent for the process team, providing best practices and guidelines

• Led continuous improvement initiatives for CMDB and ITOM Discovery processes • Conducted workshops to align stakeholders, assess risks, and define best-practice improvements • Drafted functional and technical specifications to support implementation • Developed and tested user stories for ITOM Discovery and CMDB automation • Implemented advanced ServiceNow scripts (Scheduled Jobs, Business Rules, Script Includes, Pattern Pre/Post Scripts) • Maintained the Common Service Data Model (CSDM) and ensured CMDB compliance • Prepared and reviewed monthly steering committee (Costeer) for CMDB and Discovery governance • Created and executed Proof of Concepts (POCs) to validate improvement feasibility (worked on 5+ modelings for CMDB, executed over 5 POCs, implemented Discovery in 3 new perimeters) • Served as a CIO advisor for future ServiceNow-driven projects

• Designed and implemented CMDB classes and their modules • Developed customized ServiceNow forms to optimize user experience and data integrity • Created data sources, transform maps, and scheduled data imports to populate the CMDB • Automated data validation processes, reducing import errors by 30%

• Led ITSM process optimization across Change, Incident, Problem, Knowledge, and Service Level Management • Supported the functional team for the Request Management (Data-Driven) process • Conducted stakeholder workshops to gather requirements and draft technical/functional specifications • Designed and deployed 10+ dashboards for KPI tracking using ServiceNow Reports and Performance Analytics • Led demo sessions to showcase functionalities and guide user adoption • Led POC sessions with technical teams • Conducted UAT testing for user stories validation

• Facilitated Incident, Change, Problem Management & CMDB workshops with key stakeholders • Assisted in the Request Management and Service Catalog implementation by ensuring all collection files were accurate and ready for import • Created functional test cases and executed non-regression testing (NRT) • Developed training materials and conducted global ITSM training sessions (30+ hours, 2 languages, 3 continents)

• Led requirements collection and analysis for ServiceNow Request Catalog Implementation • Automated and optimized data collection processes using VBA macros • Configured UI Policies, Actions, and Service Catalog Scripts • Executed functional and user acceptance testing (UAT) to validate ServiceNow catalog items • Managed releases and documentation to ensure seamless implementation

- Setting a Continual Improvement Process (CIP) in the S&OP department : • Implementing a KPI system to monitor and improve the business’ performance (reports are generated 5 times faster) • Implementing and continuously improving sales optimization processes (drastic reduction of disputes (SAP)) • Daily CIP meeting to discuss numbers and problems (higher productivity due to the reduction of non-value-added-time)

- New Product Development: Modular and mobile product line (4 products) mainly used for collaborative spaces: • Preparing the solution: Benchmarking and brainstorming sessions, selecting partners, discussing with manufacturing engineers the feasibility of the solutions • Implementing the solution: planning and conducting test scenarios, creating 2D layouts and 3D designs, prototypes validation with the factory - Other Tasks • Assessing clients’ needs • Proposing an adequate solution • 3D Rendering

- Automated the spare parts commercial proposal process in the after-sales department using VBA and macros (around 10K€ saved yearly) - Drafted spare parts and maintenance offers for various clients.