Senior ITSM / ESM Architect - Process Consulting and Management •  Epam Systems

2017 - present: ITSM Consultant / Consulting Manager / Process Manager in ESM ServiceNow department. Client implementations, audits and operations related projects for multiple clients (DeutscheBahn, Novartis/Sandoz, Thomson Reuters / Refinitive, Marriott, etc.)
- Leading presales activities
- Running people management activities including hiring, staffing, development, etc
- Consulting clients on ESM/ITSM and ServiceNow including but not limited to IT to Business Alignment Strategy, Advanced Operating Models, Service Portfolio Definition, Operations to Engineering bridging, Functional CMDB / CSDM.
- Conducting audits on ESM and ServiceNow implementations (focus on change, release, configurations, risk management, etc.)
- Running operating projects as Service Delivery Manager 
- Running implementation projects in ServiceNow (ITSM, ITOM, ITAM, SPM, HRSD, etc.) often powered by AI

Selected Projects:

Nov-2024 - Jan-2025 - EPAM Systems, 

Project Roles: Consultant, Consulting Team Lead,

Client: Travel and Leisure

Client Details: Travel & Hospitality

Project Overview: Change and Configuratin Management Assessment

Key Contributions:

• Performing assessment of client ITSM in change and configuration management areas focusing on processes, people, and automation aspects
• Reviewing documentation
• Interviewing stakeholders
• Performing data analysis
• Crafting and delivering assessment report

Tools and Technologies - IT Service Management (change, configuration), ServiceNow

Team - 3 consultants

Oct-2022 - Jan-2023 - EPAM Systems, 

Project Roles: Consultant

Client: Deutsche Bank

Client Details: FS - Investment Banking

Project Overview: Regulatory Notifications solution based on ServiceNow platform

Key Contributions:

• Conducting discovery and planning activities for further implementation of a custom solution based on ServiceNow capabilities
• Workshops with client
• Managing creation of requirements and prototype
• Communications with related client teams
• Reporting on status to DeuBa IT management

Tools and Technologies - ServiceNow, ITSM, PMBOK, ServiceNow

Team - 1 BA / Consultant, 1 ServiceNow Developer

Jul-2022 - Sep-2022 - EPAM Systems, 

Project Roles: Process Manager / Service Delivery Manager

Client: Abu Dhabi National Oil Company

Client Details: EV - Energy

Project Overview: OneService Desk - Support

Key Contributions:

• Took over support activities from another vendor (Quintica)
• Worked on support model optimization in coordination with dev stream (ADNO-SNOW)
• Provided support as per agreed model
• Played ITSM processes manager role from EPAM side (expanding client process manager roles capabilities)
• Provided reporting to ADNOC IT management

Tools and Technologies - ITSM, ServiceNow

Team - 1 support coordinator (BA, SLM manager), 1 technical support lead (senior ServiceNow developer), 5 support engineers (ServiceNow developers)

Jan-2022 - May-2022 - EPAM Systems, 

Project Roles: ITSM Consultant

Client: EPAM Systems, Inc

Client Details: Software & Hi-Tech

Project Overview: This project has been created for the migration of the current ITSM solution (support.epam.com) to the ServiceNow platform and further transformation into a real enterprise service management solution

Key Contributions:

Consulting on ESM domain and ServiceNow capabilities

Tools and Technologies - ServiceNow

Team - 6 implementation streams each including ServiceNow Developer, Business Analyst, Testing Engineer

Jan-2020 - Jul-2020 - EPAM Systems, 

Project Roles: Delivery Manager, ITSM, ServiceNow Consultant

Client: London Stock Exchange Group

Client Details: Business Information and Media

Project Overview: ServiceNow greenfield development, CMDB design

Deployment solution integrated with ServiceNow Change Management

Lightweight reporting tool for ServiceNow

Key Contributions:

• Coordination of team's work
• Consulting on CMDB usage / Service Management
• Providing reporting to Program Management

Tools and Technologies - ServiceNow, Java, Python, ServiceNow CMDB, AWS DB

Team - 3 Streams:

• ServiceNow - Business Service Mapping: 2 Business Analysts,
• Deployment automation: 2 Backend, 2 Frontend Developers,
• Reporting tools: 2 full-stack developers

Nov-2018 - Nov-2019 - EPAM Systems, 

Project Roles: ITSM ServiceNow Consultant

Client: Partners Group AG

Client Details: Financial Services

Project Overview: Migration of service catalog and portal in ServiceNow

Key Contributions:

• Consulting on related ITSM processes and ServiceNow capabilities
• Planning activities and tracking their status

Tools and Technologies – ServiceNow, End User Portal, Service Catalogue, ServiceNow

Team - 2 developers

Aug-2018 - Aug-2019 - EPAM Systems, 

Project Roles: ServiceNow Architect / ITSM Consultant

Client: Ingosstrakh

Client Details: Financial Services

Project Overview: Refactoring of client project portfolio management solution. Implementation of development framework and its integration with support/service framework

Key Contributions:

• Consulting on ITSM processes and ServiceNow capabilities (ITBM,  ITSM) 
• Implementation planning and execution coordination

Tools and Technologies - ServiceNow, ServiceNow, Scaled Agile Framework (SAFe), Time cards, Resource Management, Change Management

Team - 3 streams: 3 BAs, 5 Developers, 3 QAs

Aug-2017 - Aug-2018 - EPAM Systems, 

Project Roles: ITSM, ServiceNow Consultant

Client: Philadelphia Insurance Companies

Client Details: Financial Services

Project Overview: Development services for ServiceNow SaaS solution

Key Contributions:

• Consulting with clients on ITSM proceses and corresponding ServiceNow capabilities
• Coordinating development and delivery

Tools and Technologies - ServiceNow

Team - 3 streams: 6 ServiceNow Developers, 2 BAs, 3 QAs, 10 support engineers

2015 - 2017: ITSM Consultant / Service Portfolio Process Manager in Service Management Office
- Ellaborated on Services Portfolio structure
- Consulted on Service Management
- Communicated services details
- Maintained registry on Services and Offerings

2010 - 2014: ITSM Consultant / Process Manager  / Project Manager / Lead ITSM Consultant - ITSM implementation projects for EPAM and clients based on HP Products (HP Service Manager, HP Asset Manager, HP uCMDB, etc.)
- Consulted clients on ITIL and platform capabilities
- Conducted workshops and identify requirements for implementation, documented high-level requirements
- Estimated and planned implementations from resources and duration perspectives
- Project management based on RUP / PMBOK (project planning and executions / monitoring, including communications, change and risk management)

Selected Projects:

Apr-2015 - May-2016 - EPAM Systems, 

Project Roles: ITSM Consultant

Client: Bevalex

Client Details: Belinvestbank

Project Overview: BIB-HPAM - implementation of asset management in Belinvestbank

Key Contributions:

• Implemented hardware asset management (HAM, ITAM) for a client from the banking sector
• Starting from a short presale/analysis, proposed a solution to the customer. Participated in negotiations on major project constraints and contract sign-off
• Ran the project from the beginning to the end, including (on each stage)
• planning works
• coordinating works
• running demo sessions
• preparing invoices

Tools and Technologies - RUP (GOST), Scrum, HP Asset Manager, Oracle

Team - Dev team - 2 Developers, 1 Business Analyst/Tester

Sep-2012 - Jul-2013 - EPAM Systems, 

Project Roles: Project Coordinator, Business Analyst

Client: Bevalex

Client Details: Belagroprombank

Project Overview: Setting up and automating Service Operations by means of HP Service Manager (Interaction Management, Incident Management, Request Fulfillment)

Key Contributions:

• WBS creation and works coordination
• Regular onsite meetings/demo with customer

Controlling/coordinating works

Tools and Technologies - RUP (GOST) / ITIL, HPSM 9.30, Jira, Oracle

Team - PM, PC, 2 Technical Specialists, Business Analyst

2008 - 2009: Business Analyst / Project Coordinator at Internal Applications Department.
- Requirements and backlog management for major platforms - ERP, Project Management, ITSM
- Stakeholders management
- Risk management
- Communications management
- Release management

2006 - 2008: Business Analyst at SAP department.Client projects implementation for Philips / NXP, Coca Cola and Fitch Rating companies.
- Requirements elicitation and documentation
- Software requirements specifications
- Use case diagrams and use cases scenario
- Sparx Enterprise Architect, MS Visio, MS Work

2004 - 2006: Analyst at HR department:
Preparation of reports for management decision-making based on applications DB data:
- Data consistency and integrity
- Oracle SQL, MS Excel