At Atos Poland Global Services, I develop recurring operational and management reports using ServiceNow incident and problem data. My dashboards cover KPI performance, incident drivers, the problem backlog, and high-priority incidents.
I analyze incident trends and service performance across an IT environment supporting more than 1,400 restaurant locations in Germany. My work includes assessing First Contact Resolution, resolution ownership, reassignment trends, and SLA exclusions.
I also assess how software deployments, infrastructure changes, and rollout activities relate to incident patterns. I validate source data and prepare findings and actionable insights for customer stakeholders, service delivery management, and technical teams.
Previously, as Hardware Asset Manager at Atos Poland Global Services, I managed hardware asset lifecycle information and data quality. I prepared reports and analyzed ITSM and asset records to identify discrepancies and support process improvement; I’m ITIL 4 Foundation certified.
