Senior Business Process Consultant

• Jun 2021 - Present

Senior IT Process Manager

• Jul 2017 - May 2021

Incident Management, Service Request Fulfillment and Demand Management processes owner. Vendor Management in scope of Service Desk and ServiceNow support and services. Responsible for Service Desk and ServiceNow migration in Carve Out project. Responsible for designing and implementation ServiceNow Self-service Portal. Managing ServiceNow Order Catalog. ServiceNow Customer Satisfaction Survey (CSAT) deployment. Service Improvement Plans (SIP) coordination for managed processes and services. Leading Service Desk cost savings transition project. Show less

IT Services Manager

• 2015 - 2017

Asset & Knowledge Management Coordinator for 2 European Regions - 22 countries in scope (monitoring and reporting KPIs; creation, revision and implementation global processes and procedures; AM tool implementation; providing trainings for country asset manages, etc.) Management of Service Desk Local Services Agreement for 8 European and Asian countries. BMC ITSM7 Key User, BMC ITSM7 Knowledge Officer and Knowledge Owner. Management of PC Leasing vendors, preparing budget assumption for FY, Certificate of Acceptance and Invoices validation. Show less

IT Support Manager

• 2009 - 2015

Management of IT Support team located in different sites all over the country.Creation and implementation of High Level Support team within IT Support to optimize team work, decrease incidents resolution time and increase number of incidents solved by Service Desk.Management of Service Desk Local Services Agreement at a country level (2500+ End Users).Management of all IT Support Third Parties Contracts and vendors.IT Support budget management, finance periodic reviews, forecasts and actuals.Implementation of the BMC ITSM7 Service Request, Asset Management and Knowledge Management Modules at a country level.Monitoring and managing local service performance (KPIs) against Business Service ContractAsset Management and Software License Management Supporting creation of Regional Operational Center in Poland. Show less

Senior IT Specialist

• 2001 - 2009

Providing IT Support for End Users in Poland – about 2500 desktops.Providing Gold and VIP Service Support for about 100 VIP Users.Implementation of BMC Remedy ARS system in scope of Incident Management at a country level.Implementation of SPOC – Single Point of Contact model in Poland.Monitoring local service performance (KPI) against Business Service Contract.Software License Management.Migration Projects – deployment new OS environment and new MS Office version on all PCs in Poland.Outsourcing Service Desk services to Third Parties Company. Show less