Nataliia Dybchuk

• Developing & implementing ITSM strategies to align IT services with business goals.

• Providing Atlassian technical consultancy, optimizing Jira Service Management (JSM).

• Supporting technical migrations to the cloud, including Jira & ITSM transitions.

• Creating documentation & content for ESM (Enterprise Service Management) best practices and technical processes.

• Configuring & automating workflows to improve service efficiency and SLAs.s

• Led the redesign and optimization of the Jira Service Management (JSM) portal for Ayvens, configuring and launching multiple services from scratch to meet evolving business needs.

• Spearheaded complex JSM configurations, including custom workflows, service request types, SLAs, and automation rules to streamline service delivery across multiple regions.

• Managed and maintained the Configuration Management Database (CMDB) in JSM (Assets), ensuring seamless integration, accurate asset tracking, and alignment with business requirements for over 40 global entities.

• Developed and implemented advanced JSM dashboards, providing real-time insights into service performance and empowering stakeholders with data-driven decision-making.

• Supervised the global service desk teams, providing training on JSM functionalities and best practices to ensure efficient support delivery.

• Streamlined and automated JSM workflows, reducing manual tasks and improving efficiency by 30%, while maintaining a high standard of service quality.

• Coordinated global service desk operations, acting as the primary escalation point for critical incidents and ensuring swift, effective resolutions.

• Transitioned to focus exclusively on Levi9 accounts post-July 2024, maintaining high standards in project delivery and JSM configuration management.

• Led the onboarding of ITSM services for LeasePlan, successfully integrating over 40 entities into the JSM customer portal.

• Partnered with cross-functional teams to design and implement scalable Jira dashboards and workflows tailored to client needs.