Business analyst itil : Principaux experts dispos et dernières missions publiées

Exemple de missions de Faiza,
Business analyst itil habitant les Hauts-de-Seine (92)

Expérience professionnelle

12/2022
A ce jour
Service Delivery Manager – Consultant (Mission Courte)
Safran, Plaisir
Accompagnement de l’IS/IT dans le déploiement de l’application PLM
• Suivi des Tests Métiers pour la validation des Sprints
• Mise en place de la chaîne de support (Incidents, Requests (Demandes) et
changements)
• Mise en place de l’outil Ticketing:
• Création des formulaires de Ticketing pour les Incidents/ Requests
• Implémentation de l’application dans le processus des changes
• Vérification et validation du contenu de la CMDB sous Service Now
• Création de tous les groupes de supports et mise à jour des sites
(locations) sous Service now

09/2021
12/2022
Service Manager - Consultant
Générali, St Denis, France
Gestion de la qualité de service 4 départements (Applicatifs/ Infrastructure)
• Suivi des cellules de crises
• Communication aux différents utilisateurs impactés
• Prise en charge et suivi des escalades remontés par les métiers (envoi aux
bonnes équipes pour résolution rapide)
• Présentation de la qualité du service Management en réunion mensuelle
(remontée des KPI, des problématiques du mois et actions menées)
• Participation aux CAB et suivi des changements pouvant impacter les 4
départements gérés
• Pilotage et réalisation des chantiers Service Management (mise en place et
amélioration du processus de communication envoyée par les SM, création
d’une référence reliant applications et département concerné, Mise en commun
des bonnes pratiques des escalades,..)

10/2019
06/2021
Service Manager (Remote Job)
SANOFI, Lyon, France
Lead the management of the delivery activities for two main application 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: SNOW (Service Now)

04/2019
10/2019
Customer Manager
SANOFI, Lyon, France
Customer Manager for all European Sanofi Sites:
• Improve customer service experience, create engaged customers and
facilitate organic growth
• Take ownership of customers issues, launch crisis cellule if needed
• Follow up the Critical Issues and send Business Communication to inform
the whole Business impacted
• Lead the Transition Activities and ensure the proper Shadow and
Revers Shadow Phases
• Organize and lead the Kick-Off Meeting
• Follow Hypercare and Ensure the right Transfer Knowledge to the
Support Team and coordinate the communication between the
deployment Team and Support Team
• Guarantee the proper Support GO Live
• Train the Key Users for each new deployment

10/2017
03/2019
Testing, Integration and Transition Manager & Product Owner
Acoss, Biot, France
Testing, Integration and Transition Manager:
• Handle test activities of ACOSS consultant teams
• Deploying and managing resources for testing
• Workshops and Meetings to follow the progress of project Testing and
Transition (Preproduction, Production) activities
• Truck bug fixing progress
• Interaction with developer teams to follow the bug correction delivery
Product Owner of new Delivery Tool (Agile Methodology): :
• Define User story, evaluate story points and define the sprints Backlog
• Follow dev team progress through Scum Master meeting
• Write and Maintain up-to-date functional specification
• Sprint Validation
• Collect future end users and QA teams feedback to think about new
evolutions(User stories) for future versions
• Change Management (deliveries through tool):
• Workshops to define a new delivery process aligned with the
functionality of the tool
• Handle deliveries activities through the tool
• Support and help developers, integrators in their manipulation of
this new tool
• Gathering feedback from testers/users to evolve the future versions

01/2017
09/2017
Functional Projet Manager
Amadeus, Valbonne, France
• Present new functionalities for Airlines
• Gather new requirements for Airlines (Amadeus Clients) through
regular workshops
• Write Functional specifications
• Interface with different Amadeus divisions to ensure functional
compatibility with other Amadeus solutions
• Functional Validation with QA team:
• Client Expected Result Communication for QA team
• Use-cases definition and validation for End to End
Testing
• Client support and functional maintenance (PTR, IR, TR)

02/2016
07/2016
Business Analyst ITIL
Airbus Helicopters, Marignane, France
• Requirement Analysis
• Service Level Requirements Redaction (functional specification)
• Commitment definition and Service Level Agreements
constitution (SLA)
• Manage and review the service level requirements through the
service lifecycle of SL

06/2015
09/2015
Cisco Level 2 Intern
Bechtle, Bonn, Germany
• Configure VLAN’s, Switch and routers using Putty
• Participation in the development of a new server for Fleet
Logistics (Installing Cisco Business Edition 6000)