Mouna - Chef de projet ITSM

Role : ITSM Onboarding Manager

Activities : Own and lead all the phases of a customer on-boarding on the ITSM platform:
• Lead onboarding plan with internal Project Manager and Customer
• Collect Requirements from Customer Account team
• Configuration of the ITSM ServiceNow platform per requirements-Workflows adaptations
• UAT-Support into production phase
Establishing and ensuring that appropriate Client On-boarding processes on HP ITSM tool are
used/followed.
ATF Testing using ServiceNow
Customers : Upfield/Wipro, Teledirect

Role : Operation Manager

Activities : Manage project delivery and delivery teams.
Reduce employee turnover by 50%.
Analyze/Elicit Customer requirements; design project delivery processes in an Agile mindset. Act as
scrum Master for Mobile & Web dev project:
• Coach teams in Agile adoption
• Increase Team Velocity (Value Delivery) by 150%
• Analyze and prioritize the backlog items (change requests and developments) with customer.
• Deliver functional and technical specification documents.
Have wide range of experience with IT tools and server platforms that I leveraged to define and
maintain process rules and tools for Envol Projects:
• Adopt and setup projects under GITLab as configuration management tool. Migrate old
projects from SVN to GIT.
• Analyze Redmine platform versus Tuleap as Project Management Information System with
Agile/Scrum framework support for Envol projects workflows. Adopt Redmine with
Agile/scrum plugin.
• Migrate VMs from AWS to OVH.
Implement and deliver a customized open source ITSM Solution ITOP for accounting firm:
• Implement Service Management module and define Customer Portal Service catalog with
predefined SLA’s.
• Implement Configuration Management module. Define reports and dashboards.
• Implement Service Desk module and customize business workflow and transactions.
• Add Custom extensions: Time tracking module, redefinition of delivery Model, FAQs,
surveys….
• Obtain highest customer satisfaction net promoter score (NPS) for the project in
Envol.
Customize ITOP for internal use:
• Implement and customize Configuration management, Service Desk and incident
management modules.
• Integrate ITOP with OCS inventory for asset synchronization.
• Integrate ITOP with Nagios and Check MK. Write custom Python script for automatic ticket
creation from check_MK alerts.

Role : Technology Consultant Specialist HP Software Products

Service Anywhere(SAW), Service Manager (SM), Project and Portfolio Management Center (PPM),
Service Center(SC)
Activities : Société-Générale SIOP France – Implementation project Service Anywhere
• Act as the first point of contact for customer requests regarding implemented solution.
• Assist the SMS (Solution Management Services) team with work prioritization and problem
analysis.
• Help on “PAQ” (Quality Assurance Plan) setup, KPI configuration in delivered solution and
reports.
• Customize modules (Support request / Incident /Notifications) in SAW
• Set up Test Plans and validations
Carrefour France – Implementation project Service Anywhere
• Customize Change module: access rights (on standard, emergency and normal change types),
workflow transitions, business rules and Notifications
• Setup Test Plans and validation
Danish Police – SM Upgrade (from SM 9.34 to SM 9.41)
• Upgrade customized SM solution.
• Assist customer with Package deployment and fixing defects.
Shell (UK)– Part of Enhancement Release Project : SM 7.1
• Debug and fix SM library for webservices integration with UCMDB
• Implement solution (javascript library) for generating reports of impacted CI's
GDF-Suez (Brussels, Belgium) - Project Falcon : SC 6.2/PPM 7.5
• Provide request-based assistance and support Level 2 with incidents and issues for the in-scope
solution components in Falcon Project.
• Define the activities to help Customer to operate and administer both Supported Solution and the
underlying Infrastructure (Operating System) on an ongoing basis
• Participate and provide support for planned and emergency changes as part of the Customer’s
established change management process (Change Management Evaluation and Implementation)
• Participate and provide support for the System Archiving process
• Generate and provide data extracts and reports as per requirement such us but not limited to
(Support Level 2 case volume, Resolution time by severity and category, etc)

Mission : Clearcase administrator in BDDF team of Société Générale

Responsibilities : Clearcase administrator (Base, UCM and Multisite), Clearcase trainer
Clearcase support
Activities : Project implementation under Clearcase
Definition of delivery process
Monitor product performance
Process automation, product customization
Clearcase upgrade

Mission : Configuration management expert, member of Software Engineering and Process Group (SEPG),
Tunisia
Responsibilities : Clearcase administrator (Base, UCM and Multisite), Clearcase , Subversion trainer, Clearcase,
ClearDDTS, Subversion support
Activities : Upgrade Servers and clients to Clearcase V7.0.1
Installation and deployment of LSF in Tunis site
Developing Perl scripts to customize Clearcase use
Backup of Grenoble site Clearcase administrator
Responsible of Clearcase Disaster Recovery Plan in Tunis site
Manage License maintenance and purchase, First contact with IBM for support
Responsible of Clearcase monitoring performance tool

Unix and Linux,

High flow networks and
Introduction to computer sciences/Microsoft Office software’s (Level 1 and 3)