Wael Sboui

In this context, Wael acted as a Technical Product Owner and Subject Matter Expert, responsible for:

• • Maintaining and updating IT process documentation aligned with ITIL4 principles, supporting compliance and continuous service improvement.

• • Governing IT automations and Configuration Management practices, ensuring alignment with IS&T standards and CMDB integration.

• • Designing and reviewing process workflows (Incident, Problem, Change, Release, Configuration Management) to capture stakeholder and operational needs.

• • Producing user guides, SOPs, and training materials to support IT teams and reinforce process adoption.

• • Monitoring automation performance and conducting audits to ensure SLA compliance, service availability, and continuous improvement.

• • Collaborating with global IT stakeholders to analyse requirements, assess operational impacts, and synchronise configuration and automation data.

• • Ensuring compliance with security and control frameworks by proactively identifying risks and proposing corrective actions.

• • Delivering training and operational support to automation owners, strengthening adoption of ITIL-based practices.

• • Acting as a trusted advisor on automation and ITSM topics, documenting lessons learned and best practices. Key outcomes:

• • Improved service quality through alignment with ITIL best practices.

• • Increased CMDB accuracy via validation of configuration data against automation workflows.

• • Higher process adoption driven by clear documentation and targeted training.

In this role, Wael acted as a Senior Business Analyst and Lead RPA Specialist supporting enterprise-scale automation and process optimisation initiatives. He conducted structured gap analyses between business requirements and automation platform capabilities (UiPath, Power Automate), identifying opportunities for efficiency gains and cost reduction. He defined and documented end-to-end process blueprints (As-Is / To-Be), ensuring validation with business and IT stakeholders and alignment with governance standards. Wael developed ROI-driven business cases to support automation prioritisation and strategic decision-making.

He contributed to the establishment of automation governance frameworks, ensuring scalability, sustainability, and compliance within complex client environments.

Within this highly regulated banking environment, Wael supported production RPA environments following ITIL service management principles. He managed incidents, problems, and changes related to automation workflows, ensuring service continuity and SLA compliance with outsourced partners. He authored official documentation, service guides, and structured process analyses to standardise operations and support audit and compliance requirements. Wael contributed to continuous improvement initiatives through KPI tracking, analytical reporting, and performance dashboards.