MAHSOUSSI Lamiae

Contexte : Dans le cadre de l’amélioration de la CMDB et également pour le projet retour aux standards ServiceNow. Ma mission consiste à définir les écarts avec le standard en maintenant une opérabilité et les nouvelles intégrations évitant toute nouvelle dette technique. En absence d’un scrum master dans mon équipe je détiens également cette casquette pour faciliter/ suivre les mises en production. Responsabilités : • Définir et maintenir la vision produit CMDB en l’alignant sur les objectifs stratégiques ITOM/ITSM du groupe, tout en garantissant la cohérence opérationnelle au sein de l’écosystème ServiceNow. • Co-Piloter le projet de standardisation CMDB : recenser, normaliser et remettre en conformité plus de 80 % des classes et attributs CI selon les bonnes pratiques ServiceNow. • Optimiser les workflows de configuration pour réduire les délais de résolution d’incidents de 25 % et renforcer la traçabilité des CI pour les équipes support. • Prioriser et livrer plus de 30 items du backlog sur moins de deux PI, incluant tableaux de bord de conformité, automatisation du cycle de vie et connecteurs d’intégration, avec validation utilisateur. • Participer au PI Planning pour synchroniser 3 squads Agile, gérer les dépendances critiques et sécuriser les livraisons dans les délais. • Faciliter l’alignement transverse entre équipes techniques et métiers, accélérer la prise de décision et réduire les conflits de priorisation de 40 %. • Assurer le reporting structuré à la direction : suivi des avancements, gestion des risques et mise en évidence du rôle stratégique du CMDB dans la gouvernance IT. • Facilite les PI Planning et participe au Scrum of Scrums pour synchroniser les dépendances critiques. • Supprime les impediments à l’échelle (architecture, sécurité, fournisseurs) via un board partagé et escalade structurée. Environnements : ServiceNow, Jira, Confluence, Agile (Scrum, Safe)

• Implement ServiceNow HRSD module within the HR teams across various entities of BNP Paribas, ensuring alignment with organizational goals and compliance with regulatory standards. • Manage a DMZR migration. • Manage enhancements for integrated entities, actively identifying areas for improvement and ensuring effective solutions are implemented to enhance functionality and user experience. • Direct the project management process by meticulously tracking budget allocations, monitoring project timelines, and managing sprints to ensure adherence to project schedules. • Define all project phases, establishing clear objectives and deliverables for each phase, and ensuring that stakeholders understand their roles and responsibilities. • Coordinate cross-functional teams to facilitate smooth project execution and foster collaboration across various departments. • Effectively communicate with different levels of stakeholders to keep them informed of project progress and address any concerns or requirements. • Plan and facilitate regular meetings, ensuring effective communication, collaboration, and decision-making among all parties involved. • Gather and analyze project requirements, drafting detailed functional specifications that serve as a foundation for development and implementation efforts. • Supervise testing and acceptance processes, ensuring that all deliverables meet predefined quality standards and functional requirements before deployment. • Provide robust post-project user support, implementing effective change management strategies to assist users in adapting to new systems and processes. • Implement Agile processes in transversal teams, fostering collaboration and ensuring efficient workflow across various departments. • Act as Scrum Master and Agile Coach, facilitating Agile ceremonies, promoting Agile practices, and supporting teams in continuous improvement.

• Spearheaded the integration of the client catalog into ServiceNow (SNOW), streamlining service delivery and improving accessibility for end-users. • Successfully implemented the My IT Footprint module, a tool for managing carbon footprints, aligning the company’s IT initiatives with sustainability goals. • Led the gathering of requirements and creation of functional specifications, ensuring clarity and precision in project development and execution. • Managed, monitored, and coordinated project activities across teams, fostering collaboration between internal departments and stakeholders. • Directed testing and acceptance procedures, guaranteeing that deliverables met quality and performance standards before rollout. • Developed and executed change management strategies, supporting users post-project delivery to enhance adoption and user satisfaction. • Defined and mapped all project phases, establishing clear objectives, timelines, and deliverables to ensure structured execution.

• Managed and coordinated the resolution of major international incidents and crises, implementing effective communication channels and resolution frameworks. • Led continuous process improvement initiatives across incident, crisis, change, and problem management, enhancing operational efficiency. • Facilitated global management of major incidents by coordinating between technical teams and stakeholders through ServiceNow, ensuring swift and effective resolution. • Oversaw the drafting and publication of incident reports, ensuring they were detailed, accurate, and delivered promptly to inform stakeholders of key findings. • Served as the global process manager for the "Problems" module, driving the implementation and evolution of problem management processes across entities. • Organized and facilitated operational and management meetings, delivering performance statistics and KPIs to senior leadership for informed decision-making. • Conducted training sessions for teams and facilitated Change Advisory Board (CAB) meetings, ensuring thorough documentation and action tracking for incident resolutions.

• Ensured a 100% Quality Score for the core application (OMEGA) by effectively managing incidents, coordinating stakeholders, and overseeing the application lifecycle. • Acted as the primary point of coordination between business teams, project management, and Application Maintenance, ensuring smooth communication and alignment. • Actively participated in CAB meetings and Agile ceremonies, contributing to the iterative improvement of project processes and outcomes. • Monitored and tracked incidents across internal teams, suppliers, and service providers, ensuring timely and effective resolution. • Collaborated with the Build team to plan and oversee implementation phases, ensuring that all deliverables were completed on time and met required specifications. • Supervised testing and acceptance processes, ensuring the application was rigorously vetted before deployment to production environments. • Led follow-up and crisis meetings with clients and suppliers, preparing activity reports and ensuring ongoing project alignment.

• Managed multiple concurrent projects from pre-sales to final delivery, ensuring that all client expectations were met or exceeded within the defined scope and timeline. • Defined all project phases, from initial requirement gathering to drafting specifications, to ensure that projects had a clear roadmap and deliverable structure. • Planned implementation phases, coordinating closely with suppliers and internal teams to ensure the seamless execution of project tasks. • Supervised the testing and acceptance of project deliverables, ensuring quality control and providing necessary documentation and training post-delivery. • Held follow-up meetings with clients post-project to ensure that their needs were continuously met and addressed any post-implementation concerns. • Delivered detailed monitoring dashboards, meeting minutes, and comprehensive training materials to support project implementation and ongoing client support. • Facilitated meetings to communicate project progress, aligning internal teams with client requirements and addressing evolving project needs.

- Drafting functional and technical specifications and requirements. - Scoping studies and defining action plans. - Writing steering committee minutes. - Coordinating and leading activities for both IT and business units. - Planning required resources (human, technical). - Recruiting missing resources. - Monitoring and controlling development (supervising progress, leading team meetings). - Drafting and validating test scenarios (unit and integration tests). - Implementing change management for users.

- Monitoring and managing real-time production activities against contractual agreements. - Developing production indicators (service quality, QS/Forecast, etc.). - CMS administration (creating reports, agent profiles, etc.). - Periodic quantitative reporting. - Planning ongoing training, meetings, and coaching sessions. - Validation of short-term leave. - Establishing corrective management actions to enhance agent competencies.

- Technical field measurements (integration, optimization, validation) - Quality of service studies and audits (voice, video, data services, etc.) - Quality consulting (overall quality, quality management, quality action plans) - Development of measurement solutions (design, implementation, and support) - Schedule management - Team management