Armen Hakobjanyan

– Develop detailed use cases, user stories, functional specifications and business process flow diagrams. – Digitalization of processes via exploring, finding and implementing digital solutions – Content creation for corporate site – Process documentation development and implementation – Communication with freelancers in organization of delivery of necessary products

– Incident Management based on ITIL Standards – Update of all necessary documentation on Incident Management Process (Policy, Procedure, User Guide) – Administration and Deployment of Jira Incident Management Board. – Implementation of Agile SCRUM in Company – Administration and Deployment of Jira SCRUM Board in Company – Preparation of all necessary documentation on Agile SCRUM Process (Policy, Procedure, User Guide)

Small Project implemented: – Analysis of As Is processes – Design of the processes based on collaboration with stakeholders (more than 15) – Creation of documented Process Guide – Standard Operating Procedure (SOP) creation

– Implementation of Incident Management based on ITIL Standards – Preparation of all necessary documentation on Incident Management Process (Policy, Procedure, User Guide) – Administration and Deployment of Jira Incident Management Board. – Implementation of Agile SCRUM in Company – Administration and Deployment of Jira SCRUM Board in Company – Preparation of all necessary documentation on Agile SCRUM Process (Policy, Procedure, User Guide)

– Analyze existing business processes that are already ongoing but need improvement and modernization for using them in frames of other mobile new services. – Create the As Is process flow and based on the analysis of that flow propose the To Be flow with full reflection of changes and improvements that are suggested to be released. – During the creation of the flows actively contacting stakeholders and every business unit that are involved in the process and might face changes. – After visualization of flows in MS Visio, designing them in ARIS environment – Creation of relevant process flow-based Use cases. – Incident/Problem Processes improvement from AsIs to ToBe

– Incident Management Implementation and Supervision in company – Service Desk unit creation (for fault management purposes based on ITIL) – Problem Management Process Implementation in Company (with provision of full process policy and description and relevant board creation in Jira) – Change Management Implementation in company (with provision of full process policy and description and relevant board creation in Jira) – Online documentation base creation and administration (more than 200 necessary regulating/supporting documentation)

– Organization and management of team and works of the department. Measurement, analysis and optimization of existing business processes and functional requirements. – Implementation of ITIL processes in company with creation of necessary units for those processes support. Processes control and audit. – Incident Management Implementation and Supervision in company – Problem Management Process Implementation in Company (with provision of full process policy and description and relevant board creation in Jira) – Change management, incident and problem management implementation in company. – Help Desk unit creation (for fault management purposes based on ITIL). – Analytical reporting development and processing for top Management. – For Incident prioritization OLA/SLA creation – Incidents solution time reduction - 60% – Increase of support reaction – 70% – Management of team with 3 team members.