- Review, design/re-design and implementation of ITSM processes for customers in SI and SM scenarios,- Building relationships between IT and Business worlds in order to gain mutual understanding and support for projects,- Acting as Test Manager and stream lead for a major ServiceNow upgrade project,- ServiceNow instance analysis for customizations, diversions from OOTB and best practices,- Analysis of business requirements and translation into ServiceNow and processes design,- Review alignment between customer's ITSM processes and and ISO requirements in preparation to an ISO audit,- Active consulting and participation in bid and solution processes for ITSM processes implementation and ServiceNow platform implementation or upgrade.

As an International Sales Manager I have been responsible for preparing and translating marketing materials. Moreover, I have established an international network of distributors, which has led to the worldwide recognition of the brand.Recently it's a part-time job as I receive just special assignments such as representing the company at major international fairs and shows worldwide or visiting distributors.

I am responsible for the monitoring of capacity issues, development effective capacity plans, ensuring that the service provided to customers meets the established Service Level Agreements and quality standards.My daily activities cover: monitoring capacity requirements and usage of IT infrastructure and services, assisting internal customers in identifying and planning their current and future capacity requirements. Additionally, I review Forward Schedule of Changes, attend Change Advisory Board meetings and assess changes for their impact on capacity and its performance.

Among others, my responsibilities as a Change Coordinator included:- Coordination of Change Management process activities across the global factory and with external suppliers to agreed global and local SLAs- Execution of Change Management process tasks in adherence with global and local requirements- Escalation risks and issues to relevant Change Managers or Change Management Regional Process Owner- Support Change Management reporting (KPIs and customer SLAs)- Assisting the Change Management Regional Process Owner in driving Service management best-practice and process standardization across their GBU- Assisting the Change Management Regional Process Owner in ensuring consistent end-to-end application of the process across his GBU- Monitoring process compliance and coordinating CMDB updates taking into consideration updates from changes- Engaging with others process participants to identify continuous service improvement for the change management processes - producing documentation covering actions taken.

As a 2nd Line Support Engineer I was responsible for resolving incidents, which required more expertise and knowledge. Moreover, I was responsible for dispatching incidents among all team members.

As a 1st Line Support Engineer, I was responsible for resolving incidents and ensuring the highest possible First Line Fix. Additionally, if the a First Line Fix was not possible, I was responsible for categorizing and routing an incident to a responsible team.