Jean-Emmanuel N'ZI YAO

Responsibilities

• Definition of the program's target architecture, reconciling AI capabilities with security, isolation and data sovereignty requirements.
• Design of the integration between on-premise ServiceNow and the client's in-house AI, without the platform's native cloud AI services.
• Identification, scoping and prioritization of high-value AI use cases across ITSM processes.
• Technical trade-offs and guidance of security, infrastructure and business teams on architecture decisions.
• Guarantor of technical consistency and long-term sustainability of the platform throughout the program.

Responsibilities

• Analysis of the subsidiary's operational challenges and design of the target FSM solution.
• Building and delivering a tailored demonstration of field service journeys.
• Solution costing and structuring of the technical proposal.
• Lead technical point of contact for the client and the sales teams.

Deliverables

• FSM demonstration, costing and technical proposal.

Responsibilities

• Evaluation of the existing technical debt.
• Definition of the target architecture for CSM modules and CMDB with a return-to-standard approach.
• Design and structuring of a project roadmap focused on Artificial Intelligence.
• Presentation and defense of the implementation strategy to Executive Management.
• Proof of Concept (POC) execution on AI Search, Now Assist and Agentic AI technologies.

Deliverables

• AI project roadmap, technical audit report, POC deliverables and ServiceNow surveys.

Responsibilities

• Modeling of the organization's complex architecture in the CSM module leveraging ServiceNow's “Service Model Foundation”.
• Design of the insurance products' data structure.
• Advanced modeling of case types.
• Implementation and governance setup for integrations with the group's repositories.

Deliverables

• Detailed technical documentation.

Responsibilities

• POC execution on the FSM module covering preventive and corrective maintenance, as well as quality management.
• Design of a WSD POC involving campus modeling and implementation of relocation use cases.
• Drafting of the architecture and technical section for the commercial proposal.
• Technical defense and presentation of the solution to the client's selection committee.

Deliverables

• Commercial proposal.

Responsibilities

• Configuration of “Schedule Optimization” within the FSM module to allow mass dispatching of work orders.
• In-depth modeling of the Foundation and FSM data models.
• Advanced developments on the dispatchers' workspace.
• Knowledge transfer management.

Deliverables

• Technical documentation.

Responsibilities

• Audits on the CSM/FSM scope and development of strategic recommendations.
• Facilitation of project scoping workshops in English.
• Technical design and cost estimation for drafting commercial proposals.
• Technical leadership on project phases and Third-Party Application Maintenance (TMA).
• Ensuring platform governance covering scans, monitoring, upgrades and releases.
• Advanced developments including ServiceNow Mobile and complex API integrations.

Deliverables

• Audit reports and technical documentation.

Responsibilities

• Technical leadership within Third-Party Application Maintenance (TMA).
• Maintaining platform governance including upgrades, releases, scans and monitoring.
• Leadership of continuous improvement initiatives for the CSDM data model and Service Portfolio Management.
• Customization and optimization of the financial tracking of IT projects and programs.

Deliverables

• Technical documentation.

Responsibilities

• Integration (onboarding) of ITSM and SAM practices of new subsidiaries into the group's global instance.
• Release management including leadership, deployment tracking and communications.
• Design and implementation of an API-dedicated monitoring solution.
• Audit, recovery of operations and establishment of governance for MID Servers.

Deliverables

• Technical documentation.

Responsibilities

• Conducting an in-depth audit of the incident management process.
• Audit of service level management processes.
• Development of strategic and tactical recommendations.

Deliverables

• Audit reports and Standard Operating Procedures (SOPs).

Responsibilities

• Facilitation of training sessions in French and English.
• Audit of the legacy CSDM data model.
• Complete redesign of the CSDM data model to align with platform standards.
• Migration of the Service Portal to the Employee Center.
• Implementation of group performance management via ServiceNow Performance Analytics.

Deliverables

• Audit report and technical documentation.

Responsibilities

• Integration, configuration and day-to-day administration of ITSM tools (GLPI).
• Study for the implementation of ServiceNow.
• Design of technical solutions and definition of functional scopes (scoping).
• Planning and management of version upgrades and deployments (Go-Live).
• Creation of materials and facilitation of training sessions to support end-users.

Responsibilities

• Administration and operational maintenance of the Microsoft 365 environment.
• Advanced administration and management of Windows Server infrastructures.
• Installation, configuration and optimization of Microsoft Exchange, SQL Server and Hyper-V virtual environments.