Context
I worked as an internal consultant within the Alten IT Department.
Alten’s IT department provides IT services to the entirety of the ALTEN Group. This consists of more than a hundred entities, and more than 50.000 employees around the world (with the majority of those outside of France). These entities are clients of the IT department and it was my mission to ensure that we respected our professional -and contractual- obligations towards them. This was done by ensuring a rigorous and continuous analysis of our performances, making our internal processes evolve to attain better reliability, and aiding our teams to be more autonomous by providing training on user interactions and processes, and on how to monitor their own KPIs.
Performance Analysis & Dashboarding
- Creation of dashboards to closely monitor performance for multiple multidisciplinary teams (Mainly on ServiceNow & PBI)
- Organisation of monthly governance meetings to share our findings on performance and analyse and understand the results obtained with middle management.
- Training of teams so that they may create and understand their own dashboards to monitor their own KPIs.
- Creation of monthly reports with an overview of team performance to the head of the IT department.
Service Catalogue
- Creation of a service catalogue that was vital for the company for compliance reasons with certification requirements (ISO, TISAX, etc.).
- Creation of an automated system and process to manage and restrict access to sensitive parts of the service catalogue (via PowerAutomate)
- Creation of a standardised service description template adopted by all IT teams in the company
- Supervision of the creation of more than 20 service descriptions
- Proactively solved problems and proposed solutions during governance meetings concerning the project
- Key point of contact with legal and data protection teams
IT Process Management
- Brought creative ideas to make our IT processes (incident / problem / change / request management) evolve.
- Supervision of change requests to ensure they meet our standards
- Supervision of incident & request to ensure they are processed in due time (+ contacting teams directly concerning outstanding tickets)
Training & Information sharing
- Creatino of written guides and training videos concerning IT processes and tools (inc. ServiceNow)
- Creation of a Sharepoint website to host and centralise the entirety of our training material to facilitate dissemination and access
- Creation of knowledge article template so that different teams can create their own content and therefore contribute to the documentation and knowledge sharing effort