Hamed BERRAH

– Drive the technical implementation process, ensuring successful delivery and configuration of the solution within complex enterprise IT & IOT environments. – Solution implementation: architect and document custom solutions and integrations that meet customer requirements. – Deliver product demonstrations, workshops, and proof-of-concept engagements that show how our solutions address real-world challenges and deliver measurable value. – Provide education, training and technical expertise on a large digital products portfolio. – Provide on-site as well as remote techno-fonctional support to customers, preventive maintenance, modifications, system updates and corrective actions. – Advise on systems process optimisation and liaise with customers IT functions regarding IT policies, security standards, and other requirements that might impact the use of our solutions. – Work closely with Product Management, Customer Success, and R&D to ensure that proposed solutions are technically sound, scalable, and aligned with customer objectives.

– Business Process Mapping: Analyze workflows (Sales, Supply Chain, HR) and design "To-Be" processes within the ERP. – Requirements Translation: Convert high-level business needs into detailed technical specifications for developers. – System Configuration & Customization: Hands-on setup of standard ERP modules while developing custom scripts, workflows, or fields where standard features fall short. – Data Migration & Integration: Oversee the secure transfer of legacy data and manage APIs or middleware to connect the ERP with third-party software (CRMs, WMS). – Quality Assurance: Design and execute unit, integration, and User Acceptance Testing (UAT). – Change Management: Conduct user training sessions and create documentation to ensure smooth organizational adoption.

– Develop and manage project plans, timelines, and budgets to ensure successful project delivery. – Coordinate with cross-functional teams to ensure project requirements are met and deliverables are completed on time. – Identify and mitigate project risks and issues, and develop contingency plans as needed. – Communicate project status, progress, and issues to stakeholders and senior management. – Ensure project documentation is complete, accurate, and up-to-date. – Manage project resources, including personnel, equipment, and materials. – Facilitate project meetings, including kick-off, status, and review meetings. – Ensure project deliverables meet quality standards and customer expectations. – Manage project change requests and scope creep, and ensure appropriate approvals are obtained. – Continuously improve project management processes and methodologies to increase efficiency and effectiveness.

– Install, configure and support users on software and hardware systems. – Maintain IT Infrastructure & office equipments made available to more than 100 end-users. – Manage and resolve technical issues using ITSM platform (ServiceNow), logging, tracking, and documenting user requests from creation to resolution. – Deliver comprehensive IT support within an ITSM framework, meeting or exceeding Service Level Agreements (SLAs) for incident response and resolution times. – Applied ITIL/ITSM best practices to manage the end-to-end lifecycle of IT incidents, service requests, and problem management, minimizing system downtime for end-users. – Project coordination with the Group's regional department: (ITIL, Data Recovery Plan, Data privacy, Pentesting). – Ensure to follow the Group's regional department standards on compliance & permanent control records.