Aleksandra Kowalik-Pawlik

• ITOM and Discovery activities- patterns, CMDB configuration, discovery monitoring (Shazzam, classification, identification, exploration)
• Participation in the high-level design discussions and daily stand ups
• Project Management activities- agile meetings, daily updates and documentation
• ServiceNow maintenance – fixing, updating, upgrading
• ServiceNow Azure Integration and Cloud Management Platform
• ServiceNow integration with different tools and 3rd parties – such as Ansible or Terraform
• ITSM process lead- being responsible for whole ITSM together with ITIL.
• Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
• Enhanced system efficiency by developing and implementing ServiceNow applications and modules.
• Developed comprehensive training materials to increase user adoption rates and maximize ROI on ServiceNow investment.
• Delivered significant cost savings by optimizing workflows, automating manual processes, and improving resource allocation within organization using ServiceNow platform.
• Improved data accuracy by designing and implementing database structures, relationships, and integrations within ServiceNow platform.
• Reduced incidents resolution time by creating custom scripts to automate routine tasks and improve overall service delivery.
• Ensured seamless integration of third-party systems with ServiceNow by building robust APIs and web services connectors.

• Daily collaboration with stakeholders to help them with creation of support structure for their applications in relation with CSDM
• Acting as SPOC for onboarding more than 200 application services into ServiceNow in accordance with CSDM
• Creating relationships between service offerings and applications services, as well as service mapping activities
• CMDB updates
• Service readiness attestation
• Updating and modifying of the Service Portfolio and Services Relations
• Resolving platform incidents
• Providing ServiceNow trainings for the users
• Creating enhancements user stories and end-to-end testing of new features
• Creating customized Catalog Items for applications onboarding.
• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Optimized workflow processes to enhance overall productivity and achieve operational excellence.

• SLA/OLA process owner
• Acting as SPOC for incident management process, also OLA/SLA related topics
• Resolving platform incidents (approximately 30 per week)
• Providing Service Now trainings for users
• Creating update sets and release coordination
• Analyzing system requirements for new projects – implementation of new applications- ITSM, PPM
• Implementing changes to ServiceNow based on user stories and test cases scenarios
• CMDB clean up
• Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.

Working on 4 different projects:

-ITSM Application Onboarding (Incident, Change module configuration and implementation):

- Assessment of RISK module application

- Data structure clean-up and requirements gathering for creating interface between ServiceNow and AD

- CMBD and CI development

• Ensure the quality and integrity of ServiceNow deliverables
• Determine software issues requiring vendor resolution work and work with vendors to resolve those issue
• Develop technical specs for use by other team members
• Participate in interesting projects for high profile clients, global and regional sector leaders transforming their IT organizations with help of ServiceNow platform
• Environments either from consulting/transition or delivery organization (Change, Problem, Service Level, Major Incident, Configuration).
• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.
• Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
• Built strong relationships with clients through consistent communication and proactive problem-solving efforts.

• Major projects:

- Creating ServiceNow based Service Desk supported by Artificial Intelligence (ServiceNow would be the main tool around)

- CMDB/Procurement design project

• Define and produce appropriate design documentation that is consistent with the solution and meets the business requirements of the client - Liaise with 3rd Party suppliers and other partners when and where required to meet client requirements.
• Provided technical leadership to team members during system design.
• Contributed innovative ideas during brainstorming sessions that led to the successful execution of key initiatives.
• Performed quality code review and removed technical debt and security vulnerabilities.
• Collaborated with clients to determine project specifications and scope.
• Developed network and system architecture according to business needs.
• Applied hardware engineering and software design theories to develop appropriate interfaces.
• Delivered high-quality solutions within tight deadlines while adhering to budget constraints.

• Day to day management of the First Line Service Desk function (support using ServiceNow- all CRM, PA and ITSM topics related).
• Managing of 30 people working for global shared serviced service desk using 4 different languages

Second level support for IT Infrastructure, Data Center and configuration of monitoring tools together with ServiceNow as a main tool

• Providing extended support for client's infrastructure on all level, together with preparation of transition and knowledge transfer.

• Providing second level support for Windows based virtual and physical servers.

• Coordination of the work of operators and acting as a team manager during night shifts.

• Monitoring of IT infrastructure and providing 24/7 IT support for French, English and Danish clients with the help of ServiceNow and other ticketing tools.