Joanna Dubiel - Nogańska

In addition to Change Manager role, I'm actively involved in Disaster Recovery & Business Continuity process, supporting DR Coordinator in his activities:
Maintain and increase BC & DR awarness within Organization; Managing BC & DR documentation; Work with the IT technical staff to ensure that disaster recovery solutions are adequate, in place, maintained, and tested as part of the regular operational life cycle; Develop and understand all testing necessary for a successful DR execution; Schedule and assist in DR exercises; Act as a SPOC in crisis situations and organize bridge calls for Emergency Team to ensure disaster recovery solutions are smoothly executed.

Liaises with Change Owners and Change Requesters to ensure requests are fully documented and of suitable quality to be submitted for approval; Identify process improvements, introducing them to the Business and applying them; Creating, updating and obtaining approval for process documentation and work instructions; Creating and amending Change Models, Responding to any queries related to the Change Management; Interfacing closely with the Business, Security, Support Teams, 3rd Parties and other ITIL processes eg. Service Asset and Configuration, Knowledge, Problem, Incident Managements, Disaster Recovery; Determining impact based on CMDB data, Preparation of daily, weekly, monthly and ad hoc reports; Preparing outage notifications; Leading weekly CAB meetings; Taking ownership and responsibility for any Change Management issue on SSC account; Preparation and presentation of documents during external audits; Creation and implementation of Change Management process for new telephony service; Testing web-based ITSM and providing UAT sign-off during migration to the newer version; Bussiness CAB approver for changes related to ITSM application

Apply business and technical knowledge to meet resolution targets, adhere to escalation procedures; monitor Queues (Triage, bouncing tickets, unassigned tickets, pending, VIP), and ensure that they are being handled within SLA, Ensure that Business Processing issues are handled critically and escalated effectively during periods of quarter closures, manage 1st level escalations; Integration with 3rd Party vendors in International Environment, interfacing appropriately with Problem Management and Knowledge Management

Liaises with Change Owners and Change Requesters to ensure requests are fully documented and of suitable quality to be submitted for approval; Identifying and defining Change Approval Models and presenting them to the approval; Preparation and distributionof Outage Notifications in a timely manner; Perform trainings for users and Service Desk members on the Change Management Process; Identifying process improvement opportunities and presenting them to the Change Management process owner; Analyzing records to determine any trends or apparent problems that may occur; Responding in a timely manner to any queries related to the Change Management process and escalation queries; Managing and reviewing the Forward Schedule of Changes to determine any negative impact on other scheduled activities; Administrating EARS licenses along with costs related to these licenses; Preparation and performing EARS trainings for client; Managing Rota for Change Administrators.

Prepare purchase orders and send copies to suppliers and to departments originating requests, determine if inventory quantities are sufficient for needs, ordering more materials when necessary, respond to customer and supplier inquiries about order status, changes, or cancellations, contact suppliers in order to schedule or expedite deliveries and to resolve shortages, missed or late deliveries, and other problems, review requisition orders in order to verify accuracy, terminology, and specifications, prepare, maintain, and review purchasing files, reports and price lists, track the status of contracts, and orders, Develop and implement all purchasing policies and procedures including those for equipment, hardware, software, and service provisions

Main activities and responsibilities: Liaises with Change Owners and Change Requesters to ensure RFCs are fully documented and of suitable quality to be submitted for approval, identify and define Change Approval Models and presents them to the approval, preparation & distribution Outage Notifications in a timely manner, train users on the Change Management Process and tools.

IT support for end-users, contact with resolving teams, provide first line technical support for all incoming calls in respect of clients and services, meet and exceed the telephony service level agreement when responding to all incoming calls, record and classify all incoming calls with appropriate priority, category and incident summary details, apply business and technical knowledge to meet resolution targets, correctly assign calls that cannot be resolved to appropriate resolving team, adhere to escalation procedures, flag material for reuse i.e. capture/create new solutions for the Knowledge Database, perform trainings for new joiners