Youssef Demnati

– Managed the end-to-end implementation of ServiceNow ITSM, CMDB, and Asset Management modules for Metrolinx. – Led a cross-functional team of ServiceNow architects, developers, and process consultants across multiple delivery streams. – Coordinated requirements gathering, stakeholder workshops, process mapping, and documentation for ITIL-aligned workflows. – Oversaw the onboarding of Metrolinx departments into ServiceNow, ensuring seamless adoption and operational readiness. – Ensured alignment with ITIL4 standards, Metrolinx governance frameworks, and enterprise architecture guidelines. – Conducted sprint planning, backlog prioritization, UAT coordination, and release management. – Monitored project risks, KPIs, and delivery milestones, providing structured reporting to senior leadership. – Improved incident resolution speed, asset lifecycle visibility, and overall configuration accuracy through optimized CMDB practices. – Served as primary liaison between Metrolinx leadership, Deloitte teams, and ServiceNow technical resources.

– Supporting entities in developing inclusive insurance solutions that address the needs and features of vulnerable customers. – Extracted and managed data from various sources on the Cloud, ensuring secure and efficient data handling. – Conducted in depth data analysis to identify key metrics and patterns, supporting business decisions. – Interpreting and analyzing data to extract insights for business decision-making – Leveraging cutting-edge technologies to enhance user experience, drive customer engagement, and optimize financial transactions in a secure and compliant environment. – Working closely with a team of 14 developers with an agile perspective. – Animating agile ceremonies throughout sprints. – Prioritizing the product backlog. – Setting the product's vision and strategic direction, and presenting and sharing the roadmap with stakeholders. – Writing release documentation for new features and training level 1 support on new product enablement.

– Creation of User stories and prioritization of the product backlog. – Develop a product vision with the Product Manager based on the needs of the customer and synchronize it with the business lines – Define product requirements and ensure full and functional implementation – Planning of release committees with partners – Conduct grooming workshops in collaboration with development Team. – Strengthening of Orange partners with a 20% increase in turnover in the first quarter. – Monitor, plan and facilitate agile ceremonies. – Implementation of an end-to-end test strategy. – Formalize the functional US in collaboration with the development team. – Help define iterations content by prioritizing based on business value – Test and validate stories while implementing automatic tests operation – Complete documentation of existing functionality

– Support technical teams in API development and design – Lead product workshops with teams and customers – Creation of user stories and prioritisation of product backlog – Conducting extensive market research and create realistic user stories for service optimization. – Implementation of testing processes and deployment plan for UAT and production environments. – Realization of a turnover of 8M Dhs from the first semester with the expanstion on the EMEA region. – Responsible for agile ceremonies and product backlogs. – Articulates the requirements for each user story with detailed acceptance criteria. – Continuously pursue progressive delivery by seeking ways to achieve business objectives and learn from members and end users through frequent and measurable improvements.

– Collaborate with internal stakeholders at various levels to identify opportunities for new developments and innovation – Quality assurance of technical and functional specifications shared with the customer. – Customer loyalty and realization of a turnover of 4M Dhs from the first year. – Prioritize and collaborate on issues and defects. – Take into account business needs by creating and prioritizing the backlog and defining the priorities of the functionalities to be developed in each sprint. – Provide and communicate service requirements to the delivery team. – Provide agreed services in accordance with the roadmap through effective management of delivery teams, testing, documentation,

– Develop trusted relationships with a portfolio of major clients in Qatar and France. – Monitoring sales performance team with SFCC. – Increase customer turnover in France and Dubai by an estimated value of 10M of Dhs – Thorough understanding of key client needs and requirements. – Develop relationships with existing customers by continually offering solutions that meet its objectives – Analyze sales statistics to define sales potential and increase sales by 36% over 6 months. – Ensures customer satisfaction and manages the day-to-day performance of the deal team. – Hire, supervise and coach over 50 employees on sales strategies to optimize performance. – Contribute to the development of key merchandising reports and be responsible for their implementation in markets.

– Planning and performance evaluation to develop and monitor sales and service programs with Saleforce Commercial Cloud – Inspection of formatting and advertising copies, and editing of scripts, audio and video tapes, and other promotional materials for consistency with specifications. – An estimated $500,000 on new customer contracts for the b2b China market. – Setting objectives and priorities – Lead and support the sales team. – Promote company image and awareness – Gathering and organizing information to plan promotional campaigns. – Development of the commercial proposal – Launch customer loyalty programs based on a commercial strategy developed within the department.