Position: IT Business Analyst/ITSM Consultant
Category: Business Analyst
English level: fluent
Years of experience: 8


ITSM Consultant with 7+ years experience in IT service design, ITIL processes design and implementation, ITSM consultancy, business analysis and process management.
Certified in ITIL (intermediate level), PRINCE2

Experienced in:
- IT Service design creation for international bank (including creation of Service Design Package, Service Definitions, Support Agreements/models, Catalogue items and producing related processes and documentation) 
- Design and implementation of  ITSM processes: incident, event, change, asset and configuration, problem, service catalogue, request fulfillment, release and deployment management
- ITSM consulting: internal/external  audits of  business/ IT service delivery processes, gaps identification and elimination
 - Process management and ownership (customer satisfaction survey, customer complaints management)
-  Performing the organizational development: processes development, implementation, documentation and preparation for automation