Katarzyna Delegiewicz

Experience

• 

  Bank BPH

  Jul 2006 - Jul 2007

  Retail Customer Consultant

  • Selling retail bank products (loans, credit cards and current accounts)• After-sales customer support• Preparing presentations and introducing Bank products to clients• Conducting internal training for employeesDecember 2006 – winner of Bank BPH SA competition for advisers (quality of customer service)

• 

  Jungheinrich Polska Sp. z o.o.

  Aug 2007 - Oct 2007

  Sales Department Assistant

  • Preparing trade offers and order value calculations• Delivery logistics• Cooperating with sales representatives, Service Department and Lease Department• Completing technical specifications for carrying out compliance inspection and technical check-up by Technical Inspection Office

• 

  Powszechny Dom Kredytowy S.A. belongs to Getin Holding SA

  Dec 2007 - Aug 2008

  Residential Mortgage Loan Specialist

  • Liaising with business partners (banks and brokers)• Providing summaries of partners’ offers• Preparing monthly reports including quantitative analysis of the number of approved applications• Keeping records of submitted loan applications• Verifying clients in databases• Issuing preliminary opinions of clients’ credit reliability

• 

  Getin Noble Bank S.A.

  Jul 2009 - Apr 2013

  Enforceable Titles Specialist (Bank Operations Centre, Contact Centre Department)• Enforcing administrative decisions and judicial execution of debtors’ accounts• Liaising with bailiffs and administrative bodies (e.g. Social Security, Tax Office)• Co-creating procedures• Training new employees.Voluntary role: introducing 'New Employees' Project (within the Kaizen Implementation Programme) Customer Support Consultant (Bank Operations Centre, Contact Centre Department)• Customer service (phone and e-mail)• Handling customers' applications• Preparing and signing agreements regarding current accounts and deposits• Registering new deposits in the system

  • Enforceable Titles Specialist

    Jun 2010 - Apr 2013

  • Customer Support Consultant

    Jul 2009 - May 2010
• 

  IBM

  Jul 2013 - Aug 2021

  • Working with process coordinators and peers to identify ServiceNow functional requirements, planning application improvements and defining the scope of new releases• Collaborating with teams on projects involving ServiceNow updates as a Subject Matter Expert• Serving as a SME on ServiceNow on-prem upgrade projects, facilitating cross-team collaboration• Coordinating and conducting user acceptance tests, co-creating and updating functional test scenarios, updating test result documents during ServiceNow upgrade and enhancements implementation• Handling the tool functional- and process-related issues, communicating defects and incidents to ServiceNow vendor• Performing daily administration tasks (user administration, mass uploads, ServiceNow related tasks and changes)• Frequent collaboration with ServiceNow vendor• Providing consulting on ServiceNow to teams within the project• Cooperating with Delivery Project Manager, Process Owners, Asset/Change/Incident/Problem/Project Management, and technical teams• Creating educational resources and maintaining team documents2016 – awarded as the “Team of the Quarter” member by Unit Manager for successful managing and coordinating ServiceNow upgrade project for the customer Show less Configuration Manager/Auditor/Librarian for international leading pharmaceutical and healthcare company• Managing daily operations of the Configuration Management Process • Participating in projects related to CMDB redesign• Regular interlock with Configuration Management counterpart in the customer’s organization• Offering Configuration Management Database guidance to other teams• Verifying if change tasks and operational requests assigned to the team are processed as specified, ensuring completeness and integrity of collected information• Planning and executing verification and audit of Configuration Data• Processing and verifying Configuration Management related operational requests and change tasks, verifying correctness of updates done by Configuration Librarian• Providing learning materials, revising and updating team-owned documentation, designing Configuration Items templates and forms Show less Delivery Analyst / Quality Analyst – Continual Service Improvement area• Carrying out statistical analysis to ensure the processes are within control limits (Process Behaviour Analysis)• Identifying the improvement areas (Exception Reporting)• Analysing defect data in order to find root causes (Root Cause Analysis including 5 Why method)• Improving service quality by examining defect causes and implementing Action Plans• Creating and managing Defect Prevention investigations• Preparing reports and presenting results based on PARETO analysis• Delivering data for monthly KPI reviews (Key Performance Indicators)• Ensuring that the pool metrics, RCAs and Action Plans are in place, completed correctly and accurately Show less

  • ServiceNow Functional Support Specialist

    Apr 2016 - Aug 2021

  • Configuration Manager

    Apr 2016 - Mar 2019

  • Configuration Librarian

    Aug 2015 - Mar 2016

  • Delivery Analyst / Quality Analyst

    Jul 2013 - Jul 2015
• 

  Kyndryl

  Sept 2021 - now

  • ServiceNow System Administrator

    Nov 2023 - now

  • ServiceNow Functional Support Specialist

    Sept 2021 - Oct 2023