пропозиції роботи
Paweł Franaszek
Senior ITSM Applicaton Specialist, ABB
Kraków,
małopolskie
Dołącz do GoldenLine i obejrzyj pełny profil tego użytkownika
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Umiejętności
HP Service Manager
ITIL
Microsoft Excel
Zarządzanie problemami
Project Management
Service Desk
dokumentacja oprogramowania
SRM
zarządzanie zmianą
Zarządzanie zespołem
Agile
Analiza biznesowa
Zarządzanie
Zarządzanie usługami IT
Zarządzanie incydentami
Certyfikat ITIL v3
ITSM
Change Management (Zarządzanie Zmianą)
dostarczanie usług
Service Now
Zarządzanie czasem
BMC Remedy ITSM
ServiceNow
Oprogramowanie BMC
Języki
polski
ojczysty
angielski
biegły
koreański
podstawowy
Doświadczenie zawodowe
Senior IT Application Specialist / ServiceNow Functional Analyst for ABB
Responsibilities:
• Analyzing and decompose complex requirements. Working directly with business stakeholders on requirements and possible workarounds
• Performing gap analysis and recommend solutions
• Documenting requirements, creating functional specifications, stories for developers and test scenarios
• Oversee the development of the product/customizations as per the specifications. Working with developers to align developed solution with customer needs
• Validating the functionality of the end product according to the requirement specifications. Performing initial testing of newly developed solutions
• Preparing technical user manuals, system configuration documents and other technical reports
• Assisting business stakeholders in “how-to” inquiries about usability of ServiceNow platform
• Analyzing and decompose complex requirements. Working directly with business stakeholders on requirements and possible workarounds
• Performing gap analysis and recommend solutions
• Documenting requirements, creating functional specifications, stories for developers and test scenarios
• Oversee the development of the product/customizations as per the specifications. Working with developers to align developed solution with customer needs
• Validating the functionality of the end product according to the requirement specifications. Performing initial testing of newly developed solutions
• Preparing technical user manuals, system configuration documents and other technical reports
• Assisting business stakeholders in “how-to” inquiries about usability of ServiceNow platform
Senior IT Application Specialist / SMC Operations Manager for ABB
Responsibilities:
• Service Owner / Application Owner for HP Service Manager (ITSM application used globally in ABB).
• Operations Manager for HPSM service (managing support / developers team, managing internal Incident/Change/Knowledge Management processes)
• Managing escalations and complains
• Supporting business representatives and stakeholders with process design and process alignment with HPSM capabilities
• Performing administrative and configuration tasks within HPSM and HP Connect IT
• Performing minor development in HPSM
• Service Owner / Application Owner for HP Service Manager (ITSM application used globally in ABB).
• Operations Manager for HPSM service (managing support / developers team, managing internal Incident/Change/Knowledge Management processes)
• Managing escalations and complains
• Supporting business representatives and stakeholders with process design and process alignment with HPSM capabilities
• Performing administrative and configuration tasks within HPSM and HP Connect IT
• Performing minor development in HPSM
ITSMaaS Solution Consultant
Responsibilities:
• Support Service Design process.
• Chair Customization Forum and advise on customization work packs
• Work on documentation [naming convention, standards, customization rules, etc.]
• Document best practices for new ITSM modules deployment and use (BMC Remedy 7.6/8.1 and Service Now).
• Supporting on boarding and migrations on new customers by advising on ITSMaaS Standards and ensuring data quality.
• Provide trainings to Business Analysts on ITSMaaS Standards.
• Support Service Design process.
• Chair Customization Forum and advise on customization work packs
• Work on documentation [naming convention, standards, customization rules, etc.]
• Document best practices for new ITSM modules deployment and use (BMC Remedy 7.6/8.1 and Service Now).
• Supporting on boarding and migrations on new customers by advising on ITSMaaS Standards and ensuring data quality.
• Provide trainings to Business Analysts on ITSMaaS Standards.
Business Analyst
Responsibilities:
• Gathering business requirements for migration process to BMC ITSM 7.6/8.1 environment. Performing discovery and gap analysis process to prepare Solution Design documents for migration process.
• Preparation of BMC configuration files (Excel spreadsheets) for ITSM 7.6/8.1 instances.
• Delivering end user trainings regarding usage of ITSM 7.6/8.1 (Incident/Problem/Change Console, RKM and SRM).
• Performing administration tasks within ITSM 7.6/8.1 – creation of new people records, amendments to catalogues, creation of simple SRD’s in Service Request Management module
• Transforming existing business processes to meet new tool standards.
• Creation of documentation: work instructions, how to documents.
• Working directly on client site - Netherlands, Finland, India.
• Gathering business requirements for migration process to BMC ITSM 7.6/8.1 environment. Performing discovery and gap analysis process to prepare Solution Design documents for migration process.
• Preparation of BMC configuration files (Excel spreadsheets) for ITSM 7.6/8.1 instances.
• Delivering end user trainings regarding usage of ITSM 7.6/8.1 (Incident/Problem/Change Console, RKM and SRM).
• Performing administration tasks within ITSM 7.6/8.1 – creation of new people records, amendments to catalogues, creation of simple SRD’s in Service Request Management module
• Transforming existing business processes to meet new tool standards.
• Creation of documentation: work instructions, how to documents.
• Working directly on client site - Netherlands, Finland, India.
Reporting Specialist
Responsibilities:
• Performing Daily / weekly / monthly/ad hoc reports (based on data from Siemens ACD system, BMC Remedy data and other data sources) for Service Delivery Manager.
• Monitoring and chasing outstanding incidents/service request.
• Designing and implementing service improvements plans (call volume reduction, ticket volume reduction, improvement of service quality).
• Providing help as Subject Matter Expert for Proactive Problem Management and LEAN initiatives.
• Performing Daily / weekly / monthly/ad hoc reports (based on data from Siemens ACD system, BMC Remedy data and other data sources) for Service Delivery Manager.
• Monitoring and chasing outstanding incidents/service request.
• Designing and implementing service improvements plans (call volume reduction, ticket volume reduction, improvement of service quality).
• Providing help as Subject Matter Expert for Proactive Problem Management and LEAN initiatives.
Problem Manager
- Presenting trend reporting analysis information and recommendations/actions for reducing the number of incidents.
- Performing RCA and problem investigations.
Developing and maintaining the Problem Management Process.
- Communication with support teams and IT Management.
- Organizing and participating in Problem Management related meetings attended by Customers/Suppliers.
- Performing Daily / weekly / monthly/ad hoc reports (based on data from Siemens ACD system and BMC Remedy data).
- Involved in Service Desk transition from United States.
- Involved in creation of supplementary Service Desk in Palestine, TX
- Performing RCA and problem investigations.
Developing and maintaining the Problem Management Process.
- Communication with support teams and IT Management.
- Organizing and participating in Problem Management related meetings attended by Customers/Suppliers.
- Performing Daily / weekly / monthly/ad hoc reports (based on data from Siemens ACD system and BMC Remedy data).
- Involved in Service Desk transition from United States.
- Involved in creation of supplementary Service Desk in Palestine, TX
Customer Service Advisor
Providing IT customer service for U.S. clients:
- Undertaking initial diagnostics of the incident and resolving as many as possible on initial contact or escalating problems to proper resolving teams.
- Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages.
- Undertaking initial diagnostics of the incident and resolving as many as possible on initial contact or escalating problems to proper resolving teams.
- Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages.
Self Employed
Aliquid
- Owner, administrator and maintainer of Kopalnia Srebra Mariselli (www.marisella.pl), handmade jewelry online shop.
Technician
De Laat Koudetechniek
Maintenance and service climate control systems, participation in designing and building banana ripening rooms for Dole Company (Lille, France) and Chiquita (Helsingborg, Sweden).
Szkolenia i kursy
Certificates:
Lean IT Foundation Certificate (PeopleCert)
AgilePM® (2014) Foundation (APMG International)
ServiceNow Certified System Administrator (ServiceNow)
ITIL® Intermediate Certificate in Service Transition (PeopleCert)
ITIL® Intermediate Certificate in Planning Protection and Optimization (PeopleCert)
ITIL® version 3 Foundation (Exin)
Trainings:
ServiceNow: System Administration
ServiceNow: Scripting in ServiceNow
ServiceNow: Application Development Fundamentals
Service Now: Implementation Bootcamp
ITIL® Intermediate Certificate in Planning Protection and Optimization
ITIL® Intermediate Certificate in Service Transition
ITIL® version 3 Foundation Certified
AgilePM® Foundation
LeanIT Foundation
BMC Remedy Knowledge Management 7.6.04: Administering
BMC Remedy IT Service Management 7.6.04: Administering – Part 2.
BMC Service Request Management 7.6: Administering and Configuring.
Lean IT Foundation Certificate (PeopleCert)
AgilePM® (2014) Foundation (APMG International)
ServiceNow Certified System Administrator (ServiceNow)
ITIL® Intermediate Certificate in Service Transition (PeopleCert)
ITIL® Intermediate Certificate in Planning Protection and Optimization (PeopleCert)
ITIL® version 3 Foundation (Exin)
Trainings:
ServiceNow: System Administration
ServiceNow: Scripting in ServiceNow
ServiceNow: Application Development Fundamentals
Service Now: Implementation Bootcamp
ITIL® Intermediate Certificate in Planning Protection and Optimization
ITIL® Intermediate Certificate in Service Transition
ITIL® version 3 Foundation Certified
AgilePM® Foundation
LeanIT Foundation
BMC Remedy Knowledge Management 7.6.04: Administering
BMC Remedy IT Service Management 7.6.04: Administering – Part 2.
BMC Service Request Management 7.6: Administering and Configuring.
Edukacja
Mechanika i Budowa Maszyn, magisterskie
Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie
Specjalizacje
IT - Administracja
Administrowanie systemami
IT - Administracja
Wsparcie techniczne/Helpdesk
IT - Administracja
Zarządzanie usługami
Zainteresowania
photography, science-fiction literature and cinema.
Grupy
Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie
Akademia Górniczo-Hutnicza to jedna z najlepszych i najbardziej renomowanych polskich uczelni, od lat zajmująca czołowe miejsca w rankingach szkół wyższych. Przoduje w dziedzinie nowocze
Bezpieczeństwo IT -- IHACK.pl
Bezpieczeństwo danych w Internecie spędza sen z powiek specjalistom i przeciętnym użytkownikom. Każdy z nas może niespodziewanie stać się ofiarą ataku hakera.
A tu mamy wielu hakerów wśr&oac
Fantastyka
O literaturze, która przekracza granice, tworzy światy, zachwyca bogactwem wyobraźni, zadaje pytania i szuka odpowiedzi...
