Faiza Boujloud

IT service Delivery Management:

• Setting up the support chain for Incidents, Requests and Changes

• Creation of ticketing forms for Incidents/Requests in Service Now and manage their evolution

• Verification and validation of the contents of the CMDB under Service Now

• Setting up crisis cell and following up the quick resolution of the critical issues (Network issues, application bugs)

• Monitoring of escalated issues and requests

• Tools: Service Now, Jira

It project manager of 3 Web applications:

Management of the Rehosting of CMS (Aras solution) to the AWS Cloud and the upgrade of Innovator version, Management of the Rehosting of OnePLM application (Windchill Solution) to AWS Cloud, Management of the deployement of Jazz IBM solution:

• Guarantee of the proper conduct of the project by the coordination between the different actors (functional, technical) to ensure the success of the project

• Presentation of the project for the TASC in order to get the project approval from the DSI Group

• Presentation of the project on the Approval meeting by the Business / Sponsors (PAB)

• Follow up corrective deliveries with the integrator

• Monitoring of technical tests and functional tests of end users

• Facilitating meetings to successfully implement the solution

• Animation of SteerCo for regular presentation of the project progress

• Coordinate the implementation of the monitoring of Dynatrace

• Perform validation of Minimum Security Rules (MSRs) to ensure security compliance Jira solution (Atlassian solution):

• Gathering and analyzing Business manager needs

• Ensuring the successful execution of Jira sprints, overseeing their proper setup and ensuring that Jira customization met specific business needs

• Leading change management initiatives, guiding teams through the adoption and seamless transition to Jira, driving user engagement and efficiency

• Monitoring and managing crisis cells, ensuring rapid response and effective resolution of critical issues affecting operations

• Communication to impacted users, providing timely updates and ensuring clarity during incidents and system disruptions

• Providing ongoing support and tracking esscalations reported by end users

• Presenting monthly service quality reports, including user feedback, KPIs, monthly issues, and actions taken, to drive continuous service improvements

• Participation in Change Advisory Board (CAB) meetings, assessing and monitoring changes that could potentially impact the four managed departments

• Enhancing crisis communication protocols, improving user notification strategies and setting up customized templates for different applications.

• Tools: ServiceNow, Power BI

• Lead the management of the delivery activities for two main applications from the Business Change Request, Deployment phases to the Support Go Live in Production:

• Follow the coming new projects and supervise the mandatory prerequisites documents delivery

• Follow up the Development Phases

• Ensure the Knowledge Transfer from the Development Team to the Support Team and guarantee the correct Transition (Shadow Phases)

• Ensure the Reverse Shadow phases

• Ensure proper application support with the external partners

◦ Assist in KPI monitoring and make sure the support is running accordingly

◦ Supervising the follow up of the resolution of the major Problems

◦ Ensure the regular Knowledge update of the team in the different internal SharePoint

• Budget Steering (Monitoring external Budget activities)

• Tools: Service now