Jean Claude - Consultant technique SERVICENOW

EXPERIENCE

Jun 2021 - Present
ServiceNow Consultant/Admin
Liebherr Group · ContractLiebherr Group · Contract

Jun 2021 - Present · 10 mosJun 2021 - Present · 10 mos
Colmar, Grand Est, France

Feb 2020 – May 2021 Econocom France Paris
ServiceNow Developer
• Responsible for the techn ical specification and implementation of the SNow integration
• Provide expertise on all technical questions related to development on of SNow
• Develops the technical solutions, implements them and performs the component integration tests
• Understand the business needs and the needs to standardize processes, and build this into the design
• Understand the large scale thinking and approach needed for success of the project

June 2019 – Feb 2020 Waterlogic UK Wolverhampton
ServiceNow Developer /Designer Contract
• Implementing and maintaining processes, procedures and associated plans for ServiceNow administration, support, and usage.
• Designing and implementing Service Catalog
• Designing and implementing Change Management
• Designing and Implementing Workflows for Service Catalog and Change Management
• Integrating Cloud App Security with ServiceNow
• Customize ServiceNow in the following areas: Workflows, Business Rules, Client Scripts, Script Includes, UI Scripts, Service Portal, and API

March 2019 – June 2019 GLIDE UK Clevedon ServiceNow Developer Contract
• Bidirectional Integration ServiceNow - DocuSign
• Bidirectional Integration ServiceNow - Slack
• predominantly worked on following modules: PPM (implementing submodule i.e. Leads, Commercial Model, Opportunity, Contract) Incident and SN Portal
• Customize ServiceNow in the following areas: Workflows, Business Rules, Client Scripts, Script Includes, UI Scripts, Service Portal, and API WebHooks

Oct 2018 – March 2019 NATIXIS/BPCE Paris/France
ServiceNow Developer Contract
My primary focus was on support, development, and administration of the ServiceNow application.
This includes supporting major project initiatives to introduce new capabilities into the application to support the organisation and addressing a high volume of small enhancements to support operational process areas.
• Provides information on the detailed technical design and development of applications using existing and emerging technology platforms.
• Designs and codes application programs; performs testing for developed applications.
• Conducts analyses of organizational needs and goals for the development and implementation of application systems
• Integrating 2 ServiceNow instance using REST API
• Integrating ServiceNow with One Identity Manager (Third party)
• Supervising and training Junior Developer

April 2018 – Oct 2018 ITSMGroup GmbH Bodenheim/Germany
ServiceNow Developer Contract
As a contracted Senior Technical Consultant as part of the Development Unit, responsible for analysing and resolving complex defect as well as implementing user
enhancement request. Working alongside a team of 20 Business analysts, testers, project managers, developers and administrators in a scrum/agile fashion. Working closely with the System Architect and the Product managers to ensure the product compliance with customer request and the product roadmap while improving on design and functionalities. Has predominantly worked on following modules :
HR (Onboarding, implementing CoE prebuilt HR Services)
Finance, PM(Project Management),Incident, Change, SN Portal, Service Request, REST API

Jan 2018 - April 2018 Audatex/Solera Inc. Theale
Product Manager /Designer Contract
Operations
• Provide Application support and enhancements to help drive the business operations.
• Perform all aspects of Platform Administration, Development and implementation of solutions for the ServiceNow Helsinki, Istanbul, Jakarta, platform Identify areas for improvement to enable the implementation of these strategies
• Designing Workflows and Ticketing System in SNOW for embedding 7 work methods coming from 7 different ticketing system
• Administrating, Implementating and managing all ServiceNow modules including: ITSM, Report, Discovery, Orchestration, and other modules
• Customize ServiceNow in the following areas: Business Rules, Client Scripts, Script Includes, UI Scripts, Service Portal, and API WebHooks
• Provide advanced support for Service Now by troubleshooting, implementing bug fixes and root cause analysis etc. for all modules

Aug 2017 – Dec 2017 BMWGROUP Munich/Germany
ServiceNow Developer Contract
• Implementing and maintaining processes, procedures and associated plans for ServiceNow administration, support, and usage.
• Provide guidance to business units in the review of potential ServiceNow functions and integration to existing systems.
• Ensure adherence to bank standards and industry best practices while following business requirements.
• Follow and maintain company, department, and team policies/standards/procedures.
• Identify and leverage integration opportunities at the software and interface level in order to optimize the ServiceNow platform.
• Participate in all stages of developing ServiceNow functions: design, build, test, implement and maintain.
• Investigate, troubleshoot, and resolve ServiceNow related issues

Dec 2015 – Aug 2017 Fruition partners a CSC Company Bracknell
ServiceNow Technical Consultant
Responsible for implementation of the technical deployment of cloud-based solutions that meet clients’ business needs, primarily the ServiceNow tool
Responsible for requirements scoping; installation, configuration & customization of the tool; and application of programming techniques to develop robust solutions on time throughout the projects. Providing guidance on technical matters to both the client and internal resources alike, creating a collaborative environment that maintains scope and, in the end, meets all the objectives set by the statement of work. Acting as developer, I am also tasked to design and build ServiceNow applications implementing a diverse range of development stories.

Accreditation certificates:
** Performance Analytics
** Change Management
** Incident Management
** Problem Management
** Discovery, SCCM

Integrations:
LDAP, JIRA, SCCM, EMAIL, SSO, ADFS
SN Bootcamps and training:
** ServiceNow Implementation
** ServiceNow Administration
** Performance Analytics
** ServiceNow Integration
** ServiceNow Scripting
** ServiceNow Asset Management

Nov 2014 – Dec 2015 ServiceMax UK Homebased
Technical Support Engineer
ServiceMax, Inc. is the only company that offers a complete on-demand field service solution built on the most trusted SaaS platform - the ********
Platform. ServiceMax provides technology and expertise to customers who deliver post-sales support and field service to drive revenue, control costs, and
sustain a competitive edge.
• Provide maintenance and support services including participating in the resolution of issue tickets and change requests
• Participate in integration, implementation, software updates, bug fixes, change requests and application support activities
• Codes, tests and debugs applications programs
• Operate effectively, clearly, and succinctly in an unstructured environment and demonstrate an awareness of the full breadth of services offered by the firm.
• Manage the client relationship for ServiceMax and support new business development activities .

July 2013 – Nov 2014 ServiceNow UK Egham
Senior Application Support responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on Integrations and Interfaces. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
Daily basis occupation:
• Troubleshooting all incoming Integration and performance issues
• Support ServiceNow’s consultant with Integration issues and providing Integration Best practice
• Taking part in meetings with clients, both on a client-consultant level and on a client-internal basis
• Maintaining documentation regarding the work done or systems encountered in a professional manner.
• Maintaining accurate records of time used and expenses incurred for the financial/billing systems.
• To take ownership of and responsibility for user problems and be proactive when dealing with user issues, liaising with both internal and external support functions, clearly setting others' expectations
• To identify recurrent issues for further and more detailed investigation.
• Contributing to process improvement.

Technologies used:
• LDAP/ Active Directory, ADFS
• SSO (eg. SAML, SiteMinder)
• Email Infrastructure
• Web Services (SOAP, REST)
• Data Extraction (e.g. JDBC, ODBC)
• OS Linux/Unix , Microsoft Server
• DB MySql, Oracle
• Scripting language: Javascript, Python, Perl

Mai 2011- July 2013 MixTelematics Swindon
System Analyst
MiX Telematics is a global provider of information and related services for the efficient and effective management of mobile assets. Over a period of more than 10 years, the business has built a solid reputation for designing, developing and selling innovative fleet management technology and vehicle tracking services for the consumer and commercial vehicle market.
Main purpose:
Providing technical and operational support to customer both onsite and remotely whilst acting as the technical link between Design authority, Support
team and Sales Team for different Application and the development of new products. Application : FM ( Fleet Management ), Datatrak, MixDriveTime, DLD VDO, DTCO VDO

2009 – January 2011 Helveta Ltd Abington
Application Support Consultant
Main Purpose:
Helveta leads the way in supply chain management and asset management software for extended global supply chains. Helveta’s CI World software is used extensively in the food and timber sectors. However, the CI World platform can be used in a range of production sectors or supply chains.
Key Accountabilities:
• Acting as Application Support for a range of Helveta’s cleints, looking after their business interests through appropriate technology.
• Maintaining client networks by performing system checks
• Providing reactive and proactive support to clients
• Taking part in meetings with clients, both on a client-consultant level and on a client-internal basis.
• To put in place all the correct support processes for Helveta ltd and manage all support issues in accordance with Helveta’s stated SLA’s
• Provide procedural documentation and facilitate the activation of the support desk at the appropriate stage toward the end of the project cycle. The Application Consultant will be required to maintain up to date documentation in respect to support procedures.

Feb 2009- Aug 2009
Contractor UAT scripter Gargrave
Systagenix were formerly a subsidiary of Johnson & Johnson but as of 1st December 2008 the company became Systagenix when they were purchased by JP Morgan Chase. Due to this change, Systagenix are required to move away from all J&J technology and infrastructure. As such Open Text Livelink ECM
suite has been chosen as the application to perform document management and in a later phase records management to support QM process. I was working on the QMS part of the project and I was responsible for Opentext Livelink test scripting

2007-2009 OpenText Context Management Reading
Product Specialist
Description
The primary responsibility of this position was to give to Opentext Clients strategy and advice, and dealing with 2nd & 3rd line issues to resolution. Along with installation and maintenance work on their primarily Microsoft based neworks. Provide second-line support on the use and configuration of a range of Open
Text products with primary focus on supporting the Content lifecycle suite of products. In addition to supporting complex customer environments this role
involved suggesting techniques and tools for application development, and submitting requests to the development team for product enhancements. Primary Duties
• Maintaining client networks by performing system checks
• Providing reactive and proactive support to clients
• Taking part in meetings with clients, both on a client-consultant level and on a client-internal basis.
• Performing project work for clients in a professional manner.
• Problem-solving in a responsible and methodical manner.

2005-2007 CSC Computer Science Corporate Luton
2nd Line Multilingual IT Specialist Support
CSC specializes in IT Outsourcing, Systems Integration and Consulting I support the standard operating systems for Motorola, Marconi, Bombardier, Nortel, among others, responsible for over 1,200 external and 350 internal users and working in a team of six.
• Performing day-to-day support on clients’ applications such as Siebel, SAP, Otis, Tigers, Webmoney, Ecopts.
• Administering Active directory services within Windows 2000 and 2003 environment (Sites, Users, Groups and Organizational Unit administration).
• Troubleshooting users’ thin and thick profiles on Citrix MetaFrame XPFarm.
• Troubleshooting network issues (LAN, WAN, TCP/IP).
• Providing second level technical support remotely to external users within the EMEA region in English, German and French.
• Ensuring Service Level Agreements are met.

2003–2005 Merlin Information Systems Buckingham
2nd Level Multilingual Application Support Support for comprehensive antivirus, content security and anti spam protection on networked desktops, file servers and MS Exchange servers dealing with both home users, IT technicians and system administrators.
• Antivirus support for home and small business users
• Trend Micro Neatesuite Enterprise Training & Certification
• Trend Micro SMB (Small/Medium Business) Certified Expert
• Gatelock (hardware firewall & router) support.
• Deployment of desktop/server network antivirus solutions
• Overflow IT support for Bernardos Charities
• LAN/Wan Monitoring for the ARUP world network
• Use of various softwares which include Genesys, Infra, Livelink, Citrix, Perigrine, Helpmagic, MS Outlook, All Windows packages, aswell as MS Office Suite