Silva Todorova-Sharbanova

• Gather, analyze and document business contractual requirement into ITSM process operational documents, procedure and artefact
• Work closely with solution team to develop the tools interfaces and integrations commit .
• Act as a scrum master during transition period
• Facilitated communication between delivery teams and business stakeholders to ensure clear understanding of requirements and expectations from both sides.

• Support ITSM full-stack team transformation on sub-regional level
• Act as process SME for Configuration management, organize team master class&trainings with guest speakers from various cross-functional domains
• Monitor group performance, analyzing data and trends to identify areas for improvement.
• Apply company goals and expectations for the team, promoting accountability and fostering a high-performance culture.
• Support staff with developing professional skills and abilities, uplifting team performance.

• Leading a team of 10 ITSM SMEs (incident, problem, change, configuration, availability & capacity, release, SLM and reporting, Continuous improvement) playing a key role in aligning the organization's offerings with the client's needs, ensuring a positive client experience, and contributing to the overall success and growth of both the client and the account.
• Streamlined customer processes to improve responsiveness to client inquiries, using agile way of working
• Participate in Azure migration & development of MS ARC ITSM solution for event management and data inventory

• Direct execution of the configuration process on a day-to-day basis within a given Customer in line with global standards
• Ensure accuracy and integrity of data stored within the CMDBs through verification and audit procedures (Data and Physical on-site Quality Audit )
• Ensure CMDB structure and design meets the needs of the organization in delivery and support for a given Customer.
• Participant in Design Authority decision and implementation
• Involvement in transition and transformation programs
• Provide trainings and end user guides
• Work with 3rd party vendors in the account like HCL, Infosys,CapGemini,IBM,WIPRO,Accenture.
• Working with account billing and Consumption team closely and Revenue progra

• Developed and implemented comprehensive quality assurance plans in the startup to build and monitor product quality and regulatory standards.

• Demonstrated products to help customers try out offerings before making purchases.
• Assisted customers with product needs and introduced new store offerings.
• Host workshops with client and business owners to define business requirements.
• Documenting user requirements and refined into team specific tasks

• Software product configuration of more than 30 Risk and Protection and Saving insurance products.
  • Organized procedures of non- regression testing executions based on product parametrization.
  • Work with insurance agents during alfa testing period

• Organized qualification processes globally for upcoming project
• Provide trainings and end user guides
• Responsible for the implementation of the automation testing (test of non-regression) regarding specifics of project
• Conduct project functional testing and user acceptance testing
• Maintain test specifications by project (Test strategy, Test plan, Test estimation, Test scenarios others)