Business Analyst & Delivery Manager & IT Analyst & IT Coordinator

Experienced Enterprise Service Management and ITSM specialist with over 10 years of experience in various companies. Successfully improved change documentation quality from 80% to over 90% and enabled informed decisions through reporting. Skilled in process ownership, CAB governance, stakeholder facilitation, UAT, training, and knowledge management. Strong background in ITIL-aligned process design, global process support, service governance, continuous improvement, CAB facilitation, risk assessment, and policy compliance. Proficient in BPMN, SOPs, KPI reporting, Power BI, and various tools.

Specialist, Service Management (01/2023 - 02/2026)

• Facilitated weekly governance reviews for approximately 60 high-impact changes within an enterprise landscape processing 1,500+ change records per week, challenging risk, dependencies, documentation and implementation readiness.
• Raised Change documentation quality from approximately 80% to above 90% through targeted reviews, recurring-issue analysis, structured feedback and focused training for change requesters.
• Acted as the operational bridge between global stakeholders and the ServiceNow platform team, translating process needs into Change Management module enhancements and supporting delivery through validation.
• Mapped current-state and target-state Change Enablement workflows in BPMN and updated SOPs, decision points and knowledge content to reduce ambiguity and strengthen consistent process execution.
• Designed ServiceNow dashboards and scorecards that converted operational data into actionable governance insights for process users, governance teams and leadership.

Associate Specialist, Service Management (01/2022 - 12/2022)

• Supported the enterprise migration from BMC Remedy to ServiceNow by translating process requirements into workflows, validating functionality and helping global users adopt the new platform.
• Identified workflow and user-experience friction, proposed practical enhancements and partnered with technical teams to improve early Change Enablement processes.
• Built and maintained a structured Change Enablement knowledge base, improving access to reliable guidance and reducing reliance on fragmented job aids.

ITSM Quality Specialist (07/2020 - 12/2021)

• Reviewed completed changes against internal policies and industry standards in a regulated pharmaceutical environment, identified control and documentation gaps and drove corrective action across teams.
• Reviewed and authorised pre-approved change models, balancing governance integrity, repeatability, efficiency and risk.
• Synthesised recurring quality findings into practical recommendations that strengthened consistent application of the Change Management process.

Service Planning Analyst (11/2018 - 04/2020)

• Managed a global repository of technology standards, coordinating subject-matter experts to keep technical documentation current, accurate and accessible.
• Performed UAT for ServiceNow service-catalog features and other enterprise applications, documenting findings and supporting iterative improvements.
• Redesigned publishing and review processes, educated stakeholders and strengthened governance of enterprise technology information.

Service Coordinator, Integrated Service Management (09/2016 - 10/2018)

• Coordinated infrastructure changes, security, monitoring and patching campaigns across resolver teams, translating technical dependencies into implementation plans and clear client communication.
• Tracked compliance, operational risk and delivery readiness within ITIL-based service-management processes and supported coordination of high-priority incidents.

Customer Service Representative / Quality Coach / Team Lead Backup (09/2014 - 09/2016)

• Resolved B2B technical issues across phone, email, chat and remote-support channels while maintaining customer satisfaction above 98%.
• Served as account focal point and quality coach, providing structured feedback, coordinating workload and supporting continuous improvement and major-incident response.