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IT Operations Assessment for AXA

Business Analyst

Capgemini

Description

Conducted a thorough evaluation of AXA’s IT estate to identify silos within their operations and misalignments between business units and IT functions. Led the assessment that uncovered governance issues, technical debt, and operational bottlenecks, resulting in actionable initiatives that improved IT visibility and reduced silos, leading to more cohesive IT operations.

Scope

Organisation-wide, assessing IT operational silos and improving IT-business alignment to support AXA’s vision, enhancing service delivery, and addressing technical debt across the IT estate.

Responsibilities

  1. Led a comprehensive assessment of AXA’s IT estate, identifying operational silos across business units due to differing operational requirements, leading to a misalignment between IT and business goals.

  2. Collaborated with key stakeholders from AXA and 3rd party vendors (Cognizant) to evaluate the effectiveness of IT operations, including ITSM processes, portfolio management, and governance frameworks.

  3. Mapped out key processes and operational models, highlighting critical red flags such as lack of end-to-end accountability, fragmented tooling, and uncoordinated IT processes.

  4. Conducted a detailed analysis of technical debt, identifying legacy systems that were creating bottlenecks and vulnerabilities, and recommended the prioritization of a **Consolidated CMDB** and improved lifecycle management.

  5. Managed portfolio assessments, identifying gaps in AXA’s portfolio management function, where IT-driven change initiatives were not effectively prioritized, resulting in **unplanned work** disrupting business-as-usual (BAU) activities.

  6. Developed a set of recommended initiatives to improve IT visibility, reduce governance complexity, and enhance collaboration between business units and IT functions.

  7. Utilised Power BI to create **capability heatmaps** and **real-time dashboards**, providing senior leadership with insights into IT maturity levels and areas of improvement.

  8. Integrated recommendations to harmonize AXA’s **ServiceNow** and **ITSM tooling** platforms, improving incident management processes and reducing service bottlenecks.

  9. Presented findings to the CIO, highlighting the need for streamlined governance processes, better resource allocation, and alignment between IT initiatives and business goals, improving **service delivery** and reducing **technical debt**.

Technologies

  1. LucidChart
  2. Microsoft PowerBI
  3. Microsoft Visio
  4. Microsoft Excel
  5. Microsoft SharePoint
  6. Microsoft Office

Images

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Resources, Documents and More

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