Position: Support manager, Service manager, process manager, process consultant, team lead, BI analyst, data analyst
Category: Support
English level: upper
Years of experience: 11


As IT business processes leader:
- Analysis and improvement IT processes within support and outsourcing projects for corporate customers (ITIL/ITSM processes, Software Development, Data Security & Privacy);
- Lead the team of ITSM process managers within several IT projects for corporate customers;
- Manage Service Level management process and Continuous Service Improvement process;
- Develop/update process documentation (flowcharts, process descriptions, work instructions), support process audits;
- Communicate with customers, subcontractors and internal support teams to improve service procedures;
- Participation in consulting projects for corporate customers as IT process consultant.

As IT service manager:
- Develop and standardize services, service metrics and service levels;
- Design and maintain Service Catalogue, Service Level Agreements (SLA), Service cost/price models;
- Control of service quality and customer satisfaction, resolve non-standard cases and issues;
- Service-related data analysis and reporting with MS Excel (advanced user of MS Excel);
- Couch personnel on services and processes;
- Select and develop team staff, implement staff motivation system.