Inga Ostroumova
Wroclaw,02
Summary
I seek a dynamic role where I can drive business transformation by understanding evolving business needs, assessing the impact of changes, and capturing, analyzing, and documenting key requirements, excel at facilitating clear communication and collaboration between stakeholders, ensuring the smooth delivery of solutions while engaging with end users to address and resolve issues effectively
More than 20 years of extensive experience in software application support, with deep expertise across all stages of the software delivery and support lifecycle. Proven ability to lead and coordinate complex projects, including gathering and analyzing business requirements, documenting software specifications, and driving agile methodologies such as SCRUM, KANBAN, and RUP. Proficient in utilizing management tools like JIRA and Confluence to ensure effective project tracking, documentation, and collaboration across teams. Expertise in establishing and optimizing testing processes, as well as building and organizing support teams, leading delivery planning, and optimizing team performance to meet organizational goals. Demonstrated ability to adapt to rapidly evolving environments, with exceptional organizational, leadership, and analytical skills that support the efficient resolution of complex challenges. Extensive experience with a wide range of marketing tools, along with comprehensive knowledge of data flow analysis and problem-solving techniques.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Lead Support Engineer / Data Analyst
IBA Group/ IBA Poland
01.2010 - Current
- Company Overview: IBM, MIP Project - Lead Support engineer / Data analyst
- A marketing system built on Marketo, Segment, and Unica enables businesses to automate, optimize, and personalize customer engagement across multiple channels
- Segment acts as the data hub, collecting and routing customer data from various touchpoints (websites, apps, etc.) to Marketo and Unica
- In Marketo, marketing campaigns are managed, automating email campaigns, lead nurturing, and customer journey mapping
- Unica adds advanced campaign management and customer segmentation, allowing for more granular targeting and complex marketing workflows
- Together, these tools ensure accurate data flows, enhance targeting, improve customer experiences, and drive measurable business results through a unified, data-driven marketing system
- Led root cause analysis for critical incidents and implemented preventive measures to reduce recurrence
- Created and modernized a comprehensive System Health Monitoring solution using Cognos Dashboards, Grafana, and Slack for communication and alerting
- Coordinated global teams using a follow-the-sun support model, ensuring continuous system monitoring
- Automated routine tasks in Jira and Slack, streamlining team workflows
- Negotiated with partners to secure diagnostic tools that enhanced the team’s troubleshooting capabilities
- Contributed to developing an internal repository of troubleshooting procedures, reducing resolution time
- Trained and mentored staff as part of the System Health Monitoring team, fostering operational excellence
- Conducted detailed data analysis to identify trends, optimize processes, and support decision-making for system improvements and incident management
- IBM, MIP Project - Lead Support engineer / Data analyst
- A marketing system built on Marketo, Segment, and Unica enables businesses to automate, optimize, and personalize customer engagement across multiple channels
- Segment acts as the data hub, collecting and routing customer data from various touchpoints (websites, apps, etc.) to Marketo and Unica
- In Marketo, marketing campaigns are managed, automating email campaigns, lead nurturing, and customer journey mapping
- Unica adds advanced campaign management and customer segmentation, allowing for more granular targeting and complex marketing workflows
- Together, these tools ensure accurate data flows, enhance targeting, improve customer experiences, and drive measurable business results through a unified, data-driven marketing system
- Environment: Unica, Marketo, Segment, DB2, Argo Workflow, Airflow, Cognos
RPA Process Automation Specialist & JIRA Implementation Lead
IBA IT Park, Internet Technologies department
04.2019 - 11.2019
- Company Overview: Standard Bank (SA) - RPA Process Automation Specialist & JIRA Implementation Lead
- The project involved automating manual processes within a banking division using Workfusion RPA, aimed at improving operational efficiency and accuracy
- Simultaneously, a comprehensive JIRA implementation was executed to enhance project management practices and support the automation initiative
- Prepared Solution Design Documents to guide the RPA implementation, aligning technical requirements with business objectives
- Set up Process Log files for monitoring automated processes, performed data analysis to optimize automation outcomes, and created reports on intelligent automation activities
- Established JIRA projects and SCRUM Boards, scheduled issues, managed Sprint tasks, and created a Project Dashboard for effective tracking
- Provided training for the team on JIRA usage, developed a Social Contract to define team norms, and offered recommendations to enhance team performance and value
- Standard Bank (SA) - RPA Process Automation Specialist & JIRA Implementation Lead
- The project involved automating manual processes within a banking division using Workfusion RPA, aimed at improving operational efficiency and accuracy
- Simultaneously, a comprehensive JIRA implementation was executed to enhance project management practices and support the automation initiative
- Environment: Workfusion RPA, IBM BPM, JIRA, Confluence
Test Team Lead
IBA, Internet Technologies department
07.2003 - 03.2010
- Company Overview: Hitachi GST - Test Team Lead
- The project involved overseeing the testing processes for two distinct portals: an external portal for clients, which included applications such as RMA, Price List, Lead Management, Entitlements and many others, and an internal portal for employees, supporting various internal processes
- The goal was to ensure both portals functioned seamlessly, meeting quality standards and supporting operational efficiency
- Led the end-to-end testing process for both Intranet and Extranet applications, ensuring comprehensive coverage and quality assurance
- Developed detailed test plans and schedules, coordinating with cross-functional teams to align testing efforts with project goals and timelines
- Executed test cases, assessed application performance, and identified defects or issues, ensuring they were addressed and resolved effectively
- Worked closely with stakeholders and development teams to communicate testing progress, provide feedback, and ensure alignment with project requirements
- Analyzed test results and identified areas for process improvement, implementing best practices to enhance the efficiency and effectiveness of the testing process
- Prepared and maintained comprehensive documentation of test cases, results, and defect reports, providing detailed insights and recommendations for further action
- Hitachi GST - Test Team Lead
- The project involved overseeing the testing processes for two distinct portals: an external portal for clients, which included applications such as RMA, Price List, Lead Management, Entitlements and many others, and an internal portal for employees, supporting various internal processes
- The goal was to ensure both portals functioned seamlessly, meeting quality standards and supporting operational efficiency
- Environment: J2EE Applications deployed on IBM WebSphere, Vignette Application Portal, DB2
Business Process Analyst
IBA, Internet Technologies department
07.2003 - 03.2009
- Company Overview: Hitachi GST - Business Process Analyst
- The project involved developing and managing the Entitlements application at Hitachi GST extranet portal
- The application was designed to handle the distribution and management of client rights and access permissions across various dimensions, such as companies, products, and regions
- The primary objective was to ensure precise allocation of entitlements and efficient access control, enabling streamlined management of client rights and enhancing operational efficiency
- Collaborated with stakeholders to gather and document detailed business requirements for the Entitlements application, ensuring all aspects of access control and entitlement distribution were accurately captured
- Analyzed existing entitlement management processes and identified areas for improvement, mapping out workflows for managing client rights and permissions
- Developed functional specifications and solution design documents to guide the development and enhancement of the Entitlements application, ensuring it met business needs and compliance requirements
- Acted as a liaison between business users and technical teams, facilitating clear communication and ensuring that requirements were effectively translated into functional solutions
- Coordinated and participated in testing activities to validate that the Entitlements application met specified requirements and functioned correctly in various scenarios, including access control across different companies, products, and regions
- Conducted data analysis to support decision-making and ensure accurate allocation of entitlements
- Prepared reports on entitlement distribution and access control metrics
- Hitachi GST - Business Process Analyst
- The project involved developing and managing the Entitlements application at Hitachi GST extranet portal
- The application was designed to handle the distribution and management of client rights and access permissions across various dimensions, such as companies, products, and regions
- The primary objective was to ensure precise allocation of entitlements and efficient access control, enabling streamlined management of client rights and enhancing operational efficiency
- Environment: J2EE Applications deployed on IBM WebSphere, Vignette Application Portal, DB2
Education
Power User - Level 1 -
Academy By WorkFusion
06.2018
Automation Essentials -
Academy By WorkFusion
05.2018
RPA Express: Introduction and Getting Started -
Academy By WorkFusion
05.2018
Business Analysis -
Bobrio
12.2017
BPMN 2.0 modeling -
Institute of IT & Business Administration
12.2016
Principles of Project Management -
Minkevich A.
UML modeling -
Institute of IT & Business Administration
12.2016
Leadship And Teamwork -
Carnegie Mellon University
Software Requirements Management -
Carnegie Mellon University
Master of Science - physics, teacher of physics and computer science
Belarusian State University
Minsk, Belarus07.1997
Skills
- JIRA
- Confluence
- ServiceNow
- TOAD (DB2)
- Cognos
- Airflow
- Argo Workflow
- RPA WorkFusion
- IBM Cloud
- Agile methodologies
- SCRUM/KANBAN
- SQL
- Windows
- Rational Team Concert
- MS 365
- Qlik Sense
- Unica
- Abobe Marketo
- Segment
- Application support
- Customer support
- Troubleshooting skills
- Quality assurance
- Incident management
- Debugging
- Marketo
- Segment
- Application support
- Customer support
- Incident resolution
- Troubleshooting skills
- Quality assurance
- Incident management
- User support
- Debugging
- Marketo
- Segment
- Application support
- Customer support
- Incident resolution
- Troubleshooting skills
- Quality assurance
- Incident management
- User support
- Debugging
- Problem-solving
- Marketo
- Segment
- Application support
- Customer support
- Incident resolution
- Troubleshooting skills
- Quality assurance
- Incident management
- User support
- Debugging
- Problem-solving
Role
Business Process / Data Analyst/ Test Team Lead
Skills Summary
JIRA, Confluence, ServiceNow, Quest Central, TOAD (DB2), Dbeaver, Cognos, Airflow, Argo Workflow, RPA WorkFusion, IBM Cloud, Agile methodologies, SCRUM/KANBAN, RUP, SQL, Windows, MacOS, Rational Team Concert, Lotus Notes, MS 365, Qlik Sense, Unica, Marketo, Segment, English (fluent)
Certification
Qlik Sense Business Analyst Certification Exam - 2024 , https://www.credly.com/badges/1a30da68-6222-48d3-abd7-ddfe4e9a43bb/linked_in_profile, Feb 2025
Languages
English
Full Professional
Russian
Native or Bilingual
Polish
Limited Working
Timeline
RPA Process Automation Specialist & JIRA Implementation Lead
IBA IT Park, Internet Technologies department
04.2019 - 11.2019
Lead Support Engineer / Data Analyst
IBA Group/ IBA Poland
01.2010 - Current
Test Team Lead
IBA, Internet Technologies department
07.2003 - 03.2010
Business Process Analyst
IBA, Internet Technologies department
07.2003 - 03.2009
Qlik Sense Business Analyst Certification Exam - 2024 , https://www.credly.com/badges/1a30da68-6222-48d3-abd7-ddfe4e9a43bb/linked_in_profile, Feb 2025
Power User - Level 1 -
Academy By WorkFusion
Automation Essentials -
Academy By WorkFusion
RPA Express: Introduction and Getting Started -
Academy By WorkFusion
Business Analysis -
Bobrio
BPMN 2.0 modeling -
Institute of IT & Business Administration
Principles of Project Management -
Minkevich A.
UML modeling -
Institute of IT & Business Administration
Leadship And Teamwork -
Carnegie Mellon University
Software Requirements Management -
Carnegie Mellon University
Master of Science - physics, teacher of physics and computer science
Belarusian State University
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