Ittre, Walloon Region, Belgium
Head of IT Platform & Assets Governance en charge de la gestion, de la gouvernance et de l’évolution de la plateforme ServiceNow, incluant les développements et l’amélioration continue des services. Responsable de la qualité et de la gouvernance de la CMDB ainsi que de la gestion complète des licences logicielles et des actifs IT. Garant de la conformité, de l’optimisation des coûts et de l’alignement de ces domaines avec la stratégie de l’entreprise.
- Configuration and Asset Manager Owner of the Configuration and Asset Management Process for i-CITY - · End-to-End responsible for implementation and maintenance of the Configuration and Asset Management Process · Align with customer and capture business needs. · Provide accurate information on configurations and their documentation to support all the other Service Management processes · Manage and maintain CMDB, verify the configuration records against the sites installations and correct any deviations · Performs audits to check that physical inventory is consistent with the CMDB and initiate any necessary corrective actions · Ensure daily updates in CMDB in compliance with contractual SLA's · Delivery of monthly KPI reporting · Plan and execute continual improvements to the Configuration Management Process - Licence Manager (Partial) : Review and implementation of the software acquisition process, coordination with the operations and the support teams. End to end process owner of the acquisition and license management for Adobe and Autocad applications Responsible for the assignation of the Office 365 Licenses. - Service Now administrator/trainer(junior) - Axios Assyst web co-administrator Certifications : - ITIL Foundation (Service Management) - Prince2 Foundation (Project Management) - SIAM (Service Integration and Management)
Owner of the Configuration Management Process for ASTRID - Data communication network for all emergency and security services in Belgium. : · End-to-End responsible for implementation and maintenance of the Configuration Management Process · Align with customer and capture business needs, interact with Proximus process managers and external partners · Provide accurate information on configurations and their documentation to support all the other Service Management processes · Manage and maintain CMDB, verify the configuration records against the infrastructure and correct any deviations · Performs audits to check that physical inventory is consistent with the CMDB and initiate any necessary corrective actions · Ensure daily updates in CMDB in compliance with contractual SLA's · Delivery of monthly KPI reporting · Plan and execute continual improvements to the Configuration Management Process · Interact with Configuration Manager on customer side Certifications : - ITIL Foundation (Service Management) - Prince2 Foundation (Project Management) - SIAM (Service Integration and Management)
- Implementation : migration, versionning, nouvelles fonctionnalités. - Administration : Gestion des accès et des privilèges utilisateurs, maintenance des données et de leur structure. - Support : Analyse et prise en charge des incidents et requêtes liés à l'outil. En relation avec l'éditeur logiciel. - Training : Formations personnalisées des différents utilisateurs. - Documentation : création de user guide et de procédures liés à l'application et à la gestion de services. - Continual Service Improvment (CSI) : analyse et amélioration de la méthodologie appliquée dans le cadre de la gestion de services IT et le ticketing.(Analyse et amélioration des processus fonctionnels) - Analyse des besoins end users (client et métier) et mise en place de solutions.(via workgroup et micro projet) - Certification ITIL Foundation - Certification Prince 2 Foundation - Axios Systems : Assyst Administrator
Gestion et mise à jour des bases de données. Traitement des données techniques et administratives. Gestion et mise à disposition des licenced softwares - Gestion des configurations. Gestionnaire de processus IT. ITIL Foundation Certificate in IT Service Management obtenu le 16/06/2014. (score 83 %)
Gestion et fidélisation d'un porte feuille clientèle B2B.
Vente de produits Belgacom/Proximus aux clients résidentiels et B2B. Gestion du point de vente.