• Designing and developing the Service Request workflows, REST integration with 3rd party tools to import data into ServiceNow.
• Working on configuring Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Working on business rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Working with process owners to develop workflow, implemented the workflows in service Applications and administer the tools and enhanced requests by JavaScript.
• Working on Portal Module.
• Gathering user business requirements and developing business reports and dashboards.
• Working in an Agile/Scrum methodology environment for more than 10 governmental and private customers
• Designing, configuring, and customizing many processes such as: CSM, Change Management, Incident Management, Problem Management, KB, Service Catalog, Service Portal, Agent Workspace….
• Integrating ServiceNOW platform with third party IT infrastructure: LDAP integration, Email integration, ADFS Integration.
• Administration of the ServiceNOW instances: clone, migration, Update Set maintenance, Communicating with ServiceNOW via HI Portal.
• Communicating with clients and users and keeping tracks of issues management.

Main technologies: ServiceNOW, JScript.

Serving as project manager for design and deployment of new IT & ITSM projects

Delivering IT Services Management (ITSM) and Organizational Transformation solutions based on ITIL best practices

Serving as ITIL trainer for many organisms (Moroccan Auxiliaries Forces Army, Moroccan Navy school, O FICE DE FORMATION PROFESSIONNELLE ET PROMOTION DU TRAVAIL,  ATOS Morocco, CGI Morocco, public treasury du SENEGAL republic, etc…

• Deploying and administering the corporate ITSM Tool through 56 branches in the world.
• Designing and managing the IT process: Incident Management, Request Fulfillment, Change Management, KB, and Problem Management.
• Designing and developing personalized applications in support of business goals and processes. (Validation, HR, Quality, etc...)
• Giving necessary trainings for newly deployed sites: Technical teams and End Users.

Main technologies : MicroFocus, EasyVista, ServiceNOW..

• Administering many IT platforms of the client Oberthur Technologies: Windows Server, Active Directory, SQL Server, Dynamics AX, Anti-Virus...
• Deliver just-in-time support both at the HelpDesk and across campus and respond to departmental technical emergencies in order to minimize data loss meet deadlines and support needs of users
• Responding to requests for technical assistance in person via phone and remotely for the following technologies: Windows end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office

Ø  Main technologies: Windows Servers, MS Dynamics AX, SQL Server.

• Building new functionalities for a variety of clients using the ERP Konosys (European Universities)
• Working with a team of software engineers to develop proprietary, secure, and web-accessible applications based on Konosys ERP Core.

Main technologies : XML, T-SQL, JScript, ASP.NET