CAB Portfolio Platform

About

Who I Am

I’m a ServiceNow Consultant with over 4 years of experience delivering enterprise-grade solutions across ITSM, CSM, FSM, and Service Portal. I specialize in translating business needs into scalable technical solutions, helping organizations optimize their service operations, automate processes, and improve user experience. I’ve worked with international clients across multiple industries, contributing to implementations, platform upgrades (Washington, Yokohama), integrations, and workspace customizations. More recently, I’ve been working on Generative AI use cases using ServiceNow Now Assist and LLMs, building intelligent solutions such as document processing and conversational support. I also take an active role in workshops, solution design, and mentoring developers.

Casablanca, Moroccocheikhahmadoubambaba00@gmail.com

Modules

CSMIntegrationsWorkspaceITSMGenAINow AssistFSMGenAI / Now AssistService PortalUpgradeService CatalogPortalCMDBUpgradesSecOps

Experience

Execution With Depth

A focused timeline of enterprise delivery across the active profile mode.

Employer

Devoteam Morocco

ServiceNow Consultant · Jun 2025 - Present

Worked as a ServiceNow consultant delivering CSM, FSM, GenAI, and upgrade projects for international clients.

Mar 2026 - Present

ServiceNow CSM Technical Lead

NumoData

Led solution architecture and technical decision-making for a centralized ServiceNow CSM platform in a complex multi-client and international environment
Designed and implemented real-time bi-directional integrations with NetSuite ERP (customers, assets, contracts) and GitLab (R&D issue tracking)
Built dynamic SLA frameworks adapting to multi-client contracts, priorities, time zones, and business calendars
Configured secure authentication (SSO SAML / Azure AD)
Designed and executed data migration using ServiceNow Data Sources and Transform Maps for core entities (accounts, contracts, contacts, product models, users, groups)
Ensured data consistency, normalization, and alignment with CSM data model and CMDB best practices
Validated and reconciled migrated data to guarantee integrity across customer, asset, and contract relationships
Contributed to large-scale data migration strategy from SAP C4C using a structured “Data Migration Factory” approach
Led and mentored a team of consultants, driving delivery of a 95% out-of-the-box MVP within strict carve-out timelines
Played a key role in UAT, Hypercare, and post-Go-Live phases ensuring platform stability and adoption

CSM

Nov 2025 - Present

ServiceNow CSM Technical Consultant

CNP Assurances

Designed and implemented ServiceNow CSM solutions to centralize and standardize customer support operations
Translated functional requirements into scalable technical designs aligned with ServiceNow best practices
Modeled and integrated foundation data ensuring consistency across customer service processes
Configured case types, record producers, and workflows to improve request intake and routing efficiency
Customized CSM/FSM Workspace to enhance agent productivity and streamline case resolution
Developed and supported integrations with external systems for seamless data exchange

CSMIntegrationsWorkspaceITSM

Nov 2025 - Dec 2025

ServiceNow / Now Assist Consultant

GenAI PoC – Clic & Repair

Designed and delivered a Generative AI Proof of Concept leveraging ServiceNow Now Assist and LLMs
Built a document intelligence pipeline to process and structure unstructured regulatory data
Implemented conversational search enabling natural language access to knowledge bases
Developed role-based GenAI topics to assist technicians and support agents
Configured ServiceNow plugins and platform components required for AI-driven capabilities
Presented end-to-end demonstrations showcasing the operational value of GenAI solutions

GenAINow AssistFSMGenAI / Now Assist

Sep 2025 - Dec 2025

ServiceNow FSM Consultant (PoC)

TDF

Delivered a full Field Service Management Proof of Concept to optimize field operations
Analyzed and modeled foundation data (users, groups, territories, scheduling)
Configured territories, scheduling optimization, and dispatching logic
Customized FSM processes to align with business workflows
Collaborated with stakeholders through workshops, demos, and solution validation sessions

FSM

Jun 2025 - Sep 2025

Servicenow FSM Consultant

INWI

Implemented FSM solutions supporting fiber deployment operations
Designed custom data models and tables aligned with business requirements
Automated field operations using Flow Designer, Business Rules, and scripting
Optimized dispatching and technician assignment processes
Delivered demos and validated implemented solutions with business stakeholders

FSM

Jun 2025 - Jul 2025

ServiceNow Consultant (TMA)

Hermès

Enhanced Service Portal UI/UX by customizing widgets aligned with brand standards
Optimized incident and request processes to improve support efficiency
Improved overall user experience and usability of internal support services

Service PortalITSM

Employer

Self Employed

Freelance Servicenow Consultant · Mar 2025 - Apr 2025

2023-01

Mar 2025 - Apr 2025

ServiceNow Developer (Freelance)

Toshiba France

Led the Yokohama platform upgrade ensuring stability and minimal disruption
Identified and resolved post-upgrade issues affecting custom components
Conducted testing and validation to ensure platform reliability
Delivered technical documentation and recommendations for future improvements

Upgrade

Employer

Yawize SARL

ServiceNow Consultant / Developer · Jul 2022 - Mar 2025

Delivered multiple ServiceNow projects across ITSM, Service Portal, integrations, upgrades, and workspace customization.

Jul 2022 - Mar 2025

ServiceNow Consultant

SIDEL

Delivered continuous improvements across ITSM, Service Catalog, and Service Portal
Designed and implemented SLA frameworks aligned with business objectives
Built dynamic service catalog items with automated workflows
Enabled multilingual portal and notifications for international users
Developed REST API integrations for B2B communication
Customized Service Operations Workspace for operational visibility
Implemented Automated Test Framework (ATF) for upgrade validation

ITSMService CatalogPortalIntegrationsWorkspace

Nov 2024 - Mar 2025

ServiceNow Consultant

ENEL

Maintained and enhanced custom ServiceNow applications integrated with Service Portal
Developed new portal pages improving usability and business workflows
Ensured platform stability through continuous support and incremental improvements

ITSMPortal

Aug 2024 - Mar 2025

ServiceNow Technical Consultant

HYDAC

Led platform upgrades (Washington, Yokohama) ensuring smooth delivery and system stability
Provided technical leadership and guided junior developers
Facilitated workshops and contributed to solution design and architecture
Enhanced ITSM, CMDB, and Service Portal capabilities

ITSMCMDBPortalUpgrades

Feb 2024 - Mar 2024

ServiceNow Developer

Ateko (FX Innovation)

Implemented and configured the ServiceNow Vulnerability Response module
Customized workflows aligned with security operations processes
Participated in workshops to define functional and technical requirements

SecOps

May 2023 - Aug 2023

ServiceNow Consultant

AG2R La Mondiale

Redesigned Employee Service Center portal to improve user experience
Developed custom UI components and widgets aligned with business needs
Enhanced accessibility and usability of employee services

Service PortalITSM

May 2023 - Aug 2023

ServiceNow Developer

ROCHE

Built a medical case management application on ServiceNow
Developed custom portal and UI components to support case workflows
Contributed to process definition through workshops with stakeholders

Service PortalCSM

Nov 2022 - Jun 2023

ServiceNow Developer

NETCETERA

Developed a custom incident management tool with advanced features
Implemented client-side and server-side scripts, UI actions, notifications, and widgets
Enabled PDF report generation for incident data
Improved Service Portal UI/UX and usability

PortalITSM

Feb 2023 - May 2023

ServiceNow Consultant

ICUBE

Redesigned Service Portal pages and widgets to improve user experience
Standardized ticket models aligned with ITIL practices
Optimized request handling processes

PortalITSM

Sep 2022 - Oct 2022

ServiceNow Developer

INTACT

Developed service catalog items and automated workflows
Optimized internal processes to improve operational efficiency
Enhanced service delivery through automation

ITSM

Certifications

Validated Expertise

JSON / XML ProcessingIntegrationHub & External SystemsREST API Integrations (Inbound / Outbound)Data Modeling & Import Sets

GenAI & Innovation

ServiceNow Now AssistDocument Intelligence Conversational AIGenerative AI Use Cases

Platform

Solution Design & ArchitectureData Modeling & GovernanceInstance UpgradesSecurity & Access ControlGenAI / Now Assist

UI/UX

User Experience OptimizationUser Experience OptimizationService Portal DevelopmentWorkspace / UI Builder

ARCHITECTURE & DELIVERY

Solution Design & Technical ArchitecturePlatform Implementation StrategyTechnical Specifications & Story Design

Release & Upgrade Management

Modules

ITSM (Incident, Request, SLA ...)CSM (Case Management, Workspace)FSM (Scheduling, Dispatch, Territories)Service Catalog & Request ManagementCMDB / CSDMVulnerability Response (SecOps)

Value Proposition