Małgorzata Jaworska

•Managing ITIL processes: Problem and Knowledge Management
•Reporting Problem Management KPIs and statistics, driving Problem Management meetings
•Managing handover and knowledge transfer after major releases and projects golive
•Knowledge transfer coordination between support teams (L3 to L2)
•Service Now local administration: user and group management, SLAs and service catalogs definition, CoE members support
•New Service Catalogs implementation in Service Now following transition of activities between support teams
•Participation in the ITSM projects (global instance of Service Now implementation, global instance of Service Now upgrade)
•ITSM Community of Practice member (enhancements arbitration, tool and process improvements)
•Coordination of new SAP Company Codes creation projects

ITIL Incident and Problem Manager
•Managing ITIL processes (Incident, Problem, Request Mngt)
•Build and keep relationship with customers and local support teams
•Managing communication and escalations
•Transition of ITIL processes to CoE SAP, configuration of the Service Now ticketing tool
•CoE members support for ITIL processes and Service Now ticketing tool usage
•Monitoring tickets flows, set up and update of procedures
•Ticket statistics reporting
•Quality check implementation

• Root cause analysis of KPI reports to identify actionable improvement areas
• Supporting Philips Internal Audit in the use of data analytics during audit phases
• Development & automation of new report requests from stakeholders/changes to existing reports

• Participation in internal/external projects and assignments for Infosys clients
• Function of IT Contact Person for Business - building relations with customer organization, provide consultancy and advise to Business, seek improvements in IT and Business areas
• Supervise SAP KUs – organize meetings, coordinate actions with SKU participations
• Change Manager - coordinating the activities of the 3rd line of support in SAP, process of change requests coordination, reporting the KPIs and BBSC
• IT Project Management Office - establish a standards framework for project tracking and quality assurance, guide individual project leaders, reporting PMO related KPI’s to BBSC

MM Functional SAP consultant in SAP CESAR project rollout for Infosys customer - car manufacturer in Warsaw, Poland
• Participation in configuration and customization of new company code in MM module
• Preparing project documentation – solution level design documents, functional specifications
• Managing the data sent between external systems and SAP, importing material master data to SAP

Supporting users work for Philips client:
• Managing users' accounts: granting/revoking authorizations, unlocking, resetting passwords
• Resolving incidents and processing standard service requests
• Identifying, registering and resolving Changes and Problems
• Analysis related to Change and Problem Management for process improvement
• Creating KERs and Work Instructions, providing internal SAP trainings
Executing ICS process (Restrict Access and SoD)

• SAP end-user: posting invoices, preparing payments, accounts reconciliation, executing ISC process, BBSC reporting
• SAP Key User –supporting team members in solving SAP issues and cooperation with IT dept.