French 75017 Paris, France +33659953127 madjid.mimouni@sabisupro.com

https://www.linkedin.com/in/madjid-mimouni/

Madjid Adam Mimouni

ITSM Expertise: 16+ years in IT, specializing in service

management tools, process optimization, and IT

transformation initiatives.

Product Ownership: Defined product roadmaps &

architecture, prioritized features, and managed ITSM

to align stakeholders globally.

Management of Change: Designed IT process

changes, led change initiatives, and ensured seamless

adoption across diverse teams.

Certifications: ITIL, Agile, and specialized ServiceNow

certifications.

Profile

Work Experience

Global Process Owner Freelance

Chanel

discussion coordination, outcome documentation

Knowledge Management: Knowledge-CMDB linkage,

approval process updates, documentation, user story

creation, ROI assessment

Incident Management: Data analysis, feedback

review, IT and retail solution identification, project

coordination, and ROI measurement

Agile Development: Quick start and process guide

creation for new users and applications

Context: ServiceNow (ITSM, ITOM, CSM, HRSD, App

Work Experience

Resolution of CMDB audit findings in an international

banking context with strict regulatory and security

compliance requirements.

Project Leadership: Roadmap management, backlog

prioritization, versioning, and deployment coordination

Architecture Development: Creation of technical and

functional architecture for Ivanti ITSM, CMDB, and

Discovery systems

CMDB Integration: Management of data exchange,

API integration, and data collection; deployment of

discovery tools for network, mobile, server, and

Interface Optimization: Definition of ITSM scope,

interface design, and update management for Identity,

Alerts, and Scheduling

ITSM Tool Upgrade: Coordination of ITSM tool

upgrade to ensure alignment with compliance goals

Context: Ivanti (ITSM, CMDB, Discovery)

Servicenow CoE Director Freelance

Servier

delivery aligned with stakeholder requirements.

Strategic Leadership: Definition of ServiceNow

roadmap, alignment of initiatives with business goals,

requirements gathering, and management of

stakeholder communications

Team & Vendor Management: Leadership of cross-

functional teams, facilitation of agile ceremonies,

lifecycle and backlog management, budget oversight,

and vendor onboarding and performance reviews

Platform Optimization: Enhancements to ITSM,

architecture review, and implementation of change

management processes

Product owner Freelance

Servier

Support for an IT transformation program alongside

operational activities, addressing healthcare-specific

constraints and GxP quality requirements.

Catalog Management: Catalog simplification with

item owners; development of unified templates,

streamlined processes, and a self-service catalog

model for solution owners

CMDB Enhancement: Oversight of CMDB modeling,

Service Level Management: SLA/OLA definitions for

business applications, infrastructure, and workplace

services

Reporting: Development of ITSM performance metric

reporting

Context: ServiceNow (ITSM, ITOM, CMP, ITBM)

04/2020 – 08/2023 SURESNES,FRANCE

DXC Project director

Credit Agricole

Improvement of customer relationship management for

Solution Design: Needs analysis and design of a

tailored CRM application within ServiceNow

Build & Deployment: Build supervision, training

design, deployment management, and post-launch

support

Context: ServiceNow (App Engine)

07/2019 – 03/2020 MONTROUGE,FRANCE

ATOS Program manager

African Development Bank

Enhancement of service management in the African

Gap Analysis & Migration Planning: Facilitation of

gap analysis workshops, migration strategy definition,

and management of data and interface migration

Resource & Financial Management: Resource

sourcing, allocation, backlog monitoring, expense

validation, and budget control

01/2019 – 07/2019 ABIDJAN,CÔTE D'IVOIRE

and communication to drive user adoption

Context: ServiceNow (ITSM, Performance Analytics)

ATOS Project director

Strengthening of IT visibility and incident management

with the deployment of ServiceNow ITOM.

Project & Engagement Management: Management of

ITOM Discovery and Event Management deployment,

including kickoff, stakeholder communication,

planning workshops, risk mitigation, and steering

ServiceNow issues

Leadership & Integration: Oversight of ITOM

configuration and integration with infrastructure;

collaboration with architects and security teams to

secure network access and credentials

Implementation: Testing and deployment

Shiseido

and ServiceNow HRSD integration for onboarding

automation, with collaboration from workplace

managers for smooth execution

Scoping, Design & Implementation: Definition of HR

automation goals, requirements gathering, and

management of design, configuration, and integration

processes

Resource & Financial Management: Resource

sourcing, allocation, backlog tracking, time approval,

expense validation, and budget control

Quality Assurance & Deployment: Supervision of

06/2018 – 06/2019 PARIS,FRANCE

ATOS Project director

Hôpital Citadelle

Securing IT environments with BeyondTrust deployment

to enhance access control, remote security, and support

efficiency.

Project Leadership: Managed BeyondTrust

deployment, defining project scope, developing plans,

and coordinating with professional services for

06/2018 – 11/2018 BRUSSELS,BELGIUM

resource sourcing, allocation, backlog tracking, budget

control, and utilization of BeyondTrust professional

services days

progress tracking, quality assurance, and disruption

minimization

Context: BeyondTrust (Privilege Management, Remote

Access, Remote Support)

management, and weekly committee, go/no-go

meeting, and communication facilitation

Resource & Financial Management: Oversight of

onsite and offshore resource allocation, billing, budget

control, backlog follow-up, and financial approval

processes

Context: ServiceNow (GRC)

SopraSteria Product manager

Société Générale

accuracy and obsolescence management.

Legacy Tool Migration: Execution of pre-engagement

analysis and RFP creation for migration from legacy

ITSM tools to HP Service Manager; management of

migration with kickoff, planning, risk mitigation, and

stakeholder engagement

CMDB Update via Discovery: Establishment of CMDB

updates through HP uCMDB for obsolescence

management, with offshore team oversight and

coordination with architecture, infrastructure, and

reporting teams

Context: HP (Service Manager, uCMDB, Quality Center)

03/2014 – 09/2015 PUTEAUX,FRANCE

SopraSteria Project manager

AXA

Standardization of global ITSM practices through HP

07/2011 – 03/2014 COURBEVOIE,FRANCE

Global ITSM Tool Deployment: Management of HP

Service Manager rollout, gap analysis, data collection,

stakeholder coordination, and creation of a standard

Data Management: Offshore team oversight for data

quality and loading.

Process Documentation: Documentation of ITIL

processes, identification of optimization areas, and

enhancement of IT workflows.

Change Management: Development of training

programs, eLearning setup, and communication

management for user adoption.

Accenture Product owner

ENGIE

Engie’s ITSM independence following the separation of

EDF and GDF, along with ongoing system maintenance.

ITSM Tool Migration: Migration from a shared ITSM

tool to Engie's dedicated platform, covering planning,

coordination, data transfer, and stakeholder

engagement.

Backlog prioritization and leadership in implementing

10/2009 – 07/2011 COURBEVOIE,FRANCE

Accenture Service manager

Service management for a large program unifying Toronto

city's transportation into an integrated system.

IT Service Management: Oversight of access

attribution, server management (virtual/physical),

monitoring tools, backup, and release management.

Team Leadership: Formation of IT support teams,

including offshore units, resource sourcing, budget

management, onboarding of new resources, and

validation of time tracking.

Context: Microsoft System Center (SCCM, SCOM,

Groupe Casino

migration from a legacy tool to HP Service Manager.

Change Management Implementation: Design and

deployment of change management processes

through HP Service Manager, covering the complete

implementation lifecycle from design to execution.

Training & Support Enablement: Development and

processes.

Context: HP Service Manager.

Optimization of virtual router deployment through AI-

driven algorithms.

AI Algorithm Development: Created AI-based

algorithms to deploy virtual routers on resource grids,

enhancing network efficiency.

Computer and Information Sciences and

Support Services | Master 2

01/2006 – 12/2007 PARIS,FRANCE

Computer and Information Sciences and

Support Services | State Engineer

09/2001 – 09/2006 ORAN,ALGERIA

English Professional

Français Native

Certificates

ITOM Specialization - PRODUCT

07/2019

ITSM Specialization - PRODUCT

ServiceNow

SIM Fundamentals

Servicenow

Stakeholder Collaboration Proficient

Leadership and Motivation Proficient

Adaptability and Flexibility Proficient

Delegation and

Empowerment

management

Problem management Proficient

Demand management Proficient

IT Service Management

(ITSM)

CMDB (Configuration

Management Database)

ITOM Discovery Expert

Common Service Data

Model

Customer Service

Management (CSM)