Yancoubou Gassama

Delivered innovative ServiceNow solutions by customizing and implementing modules like ITSM, CSM, and Service Portal, enhancing user experience and operational efficiency. Actively involved in creating intuitive catalog items, record producers, and SLA configurations. Streamlined data integration through REST APIs, improving data quality and accessibility. Designed insightful reports and interactive dashboards using the Performance Analytics module to support strategic decision-making. Provided mentorship to junior developers, empowering them to grow their expertise in ServiceNow. Acted as a trusted Level 3 support, swiftly resolving issues and improving platform reliability. Participated in agile, weekly deployments and developed integrations via Flow Designer and App Engine, continuously optimizing processes. Supported strategic Asset Management initiatives, ensuring efficient asset tracking and management across the organization.

Implemented advanced ServiceNow ITSM solutions, designing intuitive service catalogs, configuring SLAs, and integrating APIs for seamless data exchange. Actively contributed to agile software development cycles, optimizing processes through Automated Test Framework (ATF). Delivered specialized expertise across ITSM, CSM, and ITOM modules, enhancing user experience with guided tours, resolving complex service portal issues, creating custom UI elements, performing in-depth bug investigations, and managing efficient instance cloning. Focused on driving efficiency through customized implementations, including the Agent Workspace, optimized incident and request forms, strategic catalog item deployment, asset management initiatives, and streamlined data imports.

Delivered dynamic ServiceNow ITSM solutions for a client supporting around 1,000 daily users, leveraging agile methodologies to streamline change and release management processes. Developed robust API integrations enabling smooth data exchange via REST protocols, email interfaces, and file transactions, enhancing inter-application communication. Efficiently resolved issues across the client portal, APIs, incident management, and related applications, significantly improving user experience and operational reliability. Actively participated in monthly deployments, instance cloning, annual upgrades, Single Sign-On (SSO) implementation, and strategic initiatives in asset management and data imports.

Designed and developed a comprehensive online application for Public Administration, centralizing data management across hundreds of sites and supporting thousands of users. Independently handled the entire project lifecycle from initial client needs analysis and concept design to coding, testing, and documentation. Enhanced frontend and backend skills using Django, Bootstrap, jQuery, and D3.js. Successfully created and enhanced a server-hosting management tool for another Public Administration department. Analyzed client requirements, defined clear specifications, and implemented new functionalities using UML modeling. Performed thorough unit testing, generated relevant datasets, and authored detailed technical documentation, ensuring seamless maintenance and future upgrades aligned with evolving administrative needs.