Madjid MIMOUNI

Creation and direction of a ServiceNow center of excellence to ensure maintenance and deliver various projects to meet stakeholder needs. • Strategic Leadership: Definition of the ServiceNow roadmap, alignment of initiatives with business goals, requirements gathering, and stakeholder communication management. • Team and Vendor Management: Leadership of cross-functional teams, facilitation of agile ceremonies, management of the project lifecycle, backlog, and budget. Supervision of vendor integration and performance. • Platform Optimization: Enhancement of ITSM, ITBM, and ITOM modules, management of integrations, architecture review, and implementation of change management processes. • Training and Performance Metrics: Creation of training materials, facilitation of workshops, KPI definition, performance tracking, and ROI report production. Context: ServiceNow (ITSM, ITOM, CMP, ITBM).

Support for an IT transformation program alongside run activities, with specific healthcare constraints, including GxP quality requirements. • Catalog Management: Catalog simplification in collaboration with item owners. Creation of unified templates, standardized processes, and a self-service catalog concept for solution owners. • CMDB Enhancement: Managed CMDB modeling, data quality, and loading of non-discoverable data. Defined service structures, managed classes, and creation of a custom query tool for CI searches. • Cloud Integration: Oversaw Microsoft Azure integration with ServiceNow using Ansible. Creation of the Azure catalog and management of automatic CMDB updates. • Service Level Management: Definition of SLAs and OLAs for business applications, infrastructure, and workplace solutions. • Reporting: Conception of ITSM reporting for performance metrics. Context: ServiceNow (ITSM, ITOM, CMP, ITBM).

Migration from Legacy Systems to ServiceNow for Enhanced Service Management in the African Market • Project & Engagement Management: Led the migration to ServiceNow, overseeing stakeholder communication, risk management, and conducting structured workshops to meet regional needs. • Gap Analysis & Migration Planning: Defined the migration strategy, conducted gap analysis, and managed data/interface migration tailored to market specifics. • Resource & Financial Management: Managed resource allocation, budget control, and backlog tracking to achieve project goals. • Change Management & Communication: Directed user training and communication to ensure effective adoption. Context: ServiceNow, ITSM, Performance Analytics.

Enhancement of IT visibility and incident management through ServiceNow ITOM deployment • Project Coordination: Deployment of ITOM Discovery and Event Management, including stakeholder engagement, kickoff meetings, planning, and risk assessment • Resource and Budget Control: Management of resource allocation, backlog prioritization, time tracking, expense validation, and professional services engagement for ServiceNow issue resolution • Configuration and Integration: ITOM setup for asset tracking and integration with existing infrastructure, collaborating with architecture and security teams for network access • Testing and Deployment: Testing and stable rollout to minimize disruption and strengthen incident response capabilities Context: ServiceNow (ITOM Discovery & Event Management)

Automation of onboarding and offboarding processes through SAP SuccessFactors and ServiceNow HRSD integration. • Project leadership: coordination of SAP SuccessFactors and ServiceNow HRSD integration, aligning with cross-functional management • Scope and design: requirements gathering, scope definition, and system design to support HR automation alignment with business objectives • Integration oversight: configuration, customization, and SAP SuccessFactors-ServiceNow HRSD integration management • Resource management: personnel sourcing, allocation, backlog tracking, time/expense approval, and budget monitoring • Quality and deployment: quality assurance, testing supervision, deployment oversight, and HR team training facilitation Context: ServiceNow HRSD, SAP SuccessFactors

Securing IT environments through BeyondTrust deployment for enhanced access control, remote security, and streamlined support. Project Leadership: Defined project scope, developed implementation plans, and coordinated professional services to achieve efficient BeyondTrust deployment. Resource & Financial Management: Oversaw resource allocation, budget tracking, backlog management, and utilization of BeyondTrust professional service days. Implementation & Monitoring: Supervised deployment activities, tracked progress, ensured quality control, and minimized disruptions. Quality Assurance: Conducted testing and validation to verify functionality and compliance with security standards. Context: BeyondTrust (Privilege Management, Remote Access, Remote Support).

Assuring GDPR compliance through customization and deployment of ServiceNow GRC. • Project Leadership: Coordination of project kickoff, stakeholder engagement, risk management, and weekly project committee oversight, including go/no-go decision meetings and project communications. • Resource & Financial Management: Allocation and management of onsite and offshore resources, budget control, billing, backlog follow-up, and financial approvals. • Design, Testing & Reporting: Management of customization from requirements analysis through testing, including stakeholder reporting to validate compliance and solution effectiveness. Context: ServiceNow (GRC).

Enhancing ITSM processes through migration to HP Service Manager and deployment of HP uCMDB for improved data accuracy and obsolescence management. • Legacy Tool Migration: Conducted pre-engagement analysis and developed RFP for transitioning from legacy ITSM tools to HP Service Manager, managing migration kickoff, planning, risk mitigation, and stakeholder coordination. • CMDB Updates via Discovery: Implemented HP uCMDB for automated CMDB updates to manage obsolescence, coordinating with offshore teams, and aligning architecture, infrastructure, and reporting for seamless deployment. • Change Management Release: Oversaw deployment of a new change management release, managing analysis, integration, testing, and training for effective implementation. • Communication & Training: Directed communication initiatives and secured training contract for end-user adoption. Context: HP (Service Manager, uCMDB, Quality Center).

Standardizing global ITSM practices by deploying and upgrading HP Service Manager, enhancing process efficiency, and documenting ITIL processes. • Global ITSM Tool Rollout & Upgrade: Managed worldwide deployment and upgrade of HP Service Manager, including gap analysis, data collection, development of deployment methodology, and coordination with international stakeholders. • Global ITSM Data Management: Oversaw offshore teams for data collection, planning, and template creation to support ITSM initiatives. • Process Improvement: Conducted IT process analysis to identify optimization areas, implemented enhancements, and documented all ITSM processes. • Change Management & Training: Led change initiatives, developed training materials, implemented an eLearning platform, and managed communications for effective user adoption. Context: HP (Service Manager, Quality Center).

Following the separation of EDF and GDF, managed data segregation and subsequent maintenance of Engie’s dedicated ITSM tool. • ITSM Tool Migration: Led migration of ITSM tool from the shared EDF-GDF system to Engie’s dedicated platform, overseeing data segregation, planning, coordination, and stakeholder engagement. • Backlog Management & Team Leadership: Managed HP Service Manager maintenance team, including access, reporting, data load, minor enhancements, and incident/defect management; prioritized backlog and drove system improvements. • Implementation & Maintenance: Directed improvements and upgrades for HP Service Manager and HP Asset Center, ensuring continuous operation through effective backlog management. Context: HP (Service Manager, Asset Center).

Establishing and managing an IT support team to ensure reliable service delivery, high performance, and operational continuity. • Service Implementation & Monitoring: Led IT service implementation and process establishment, ensuring reliable service delivery for a major project to unify Toronto city’s transportation in an integrated system. Configured ITSM tools for efficient management. • Team Formation & Operations Management: Built and led IT support teams, including offshore resources, managing infrastructure support with responsibilities in access control, server virtualization, monitoring, backups, and release management. • Service Delivery & Operations: Oversaw IT service delivery to ensure high performance, reliability, and continuous support. Context: Microsoft System Center (SCCM, SCOM, SCVMM, SCSM, DPM).

Enhancing change management processes and migrating from a legacy tool to HP Service Manager. • Process Improvement & Migration: Redesigned and implemented change management processes to support a seamless migration from the legacy tool to HP Service Manager, overseeing the entire transition lifecycle. • Training & Adoption Support: Developed and delivered training programs for support teams, facilitating smooth adoption and effective utilization of the new system. Context: HP Service Manager.