- Business requirements gathering, analysis, documentation and implementation. Focus on larger projects.- Responsibility over application's Functional Analyst team, assigning and managing daily and long-term tasks. - Moderating/facilitating conferences & meetings focused on business requirements and defining short and long-term strategies of development.- Designing functional solutions with both business and technical perspectives.- Designing, fine-tuning and documenting processes.- Occasionally leading trainings and preparing training materials.

Main responsibilities: - Gathering, analyzing and documenting requirements from different levels of stakeholders.- Hosting conferences & meetings focused on analyzing business requirements and change development approach.- Identifying issues and opportunities in business process in cooperation with stakeholders.- Designing and documenting functional specification.- Assisting with testing activities - acceptance tests. - Participating in creating short and long-term plans of application development/improvement, cooperation with development team and lead architect. - Communication at various levels of an organization.

- Investigating and idenifying root causes of application defects e.g. via access to Back End servers, communication with Database and tests performed on stage environments- Performing application configuration to set up or improve processes for new and existing users- Supporting the process of service restoration or impact reduction- Providing quality reports and communication to users and management- Cooperating with various Service Operation processes- Participating in operational and management oriented meetings;Additionally, I assumed the role of Training Specialist that includes:- Preparing training manuals for application's Super Users, communicating most recent changes/patches deployed- Conducting training sessions on particular sections of application on demand- Preparing application Handbook for future new joiners within the team

- Account and permission administration for multiple systems via Active Directory- Resolving a wide variety of IT issues for users over the phone and remote connection,including: Outlook/Exchange, Windows/Office environment incidents- Coordinating Service Desk agents to improve the quality of the service- ITSM ticket processing- Incident Management- Organizing and conducting training courses for Service Desk analysts- Knowledge Management components: technical manuals documentation- Creating and managing ITSM Decision Tree tool

- Handling incoming phone calls and e-mails from customers regarding technical issues related to: hardware, software and network- Delivering professional and prompt service to the customers- Reporting all customer's inquiries in ITSM- Analyzing and resolving most common issues over the phone and remote connection

- Responding to customer's inquiries over the phone and web-chat - Presenting customer with company's sales offer - Conducting the sale of the financial products- Resolving customer's IT issues related to company's websites