At Wynshop, I lead business analysis and systems improvement across CRM and service management platforms, taking work from requirements and process design through implementation, testing, and adoption.
I delivered an end-to-end Creatio-to-Jira Service Management migration, moving 13,000+ historical cases and transitioning 62 users. I also led a Splunk On-Call-to-JSM Operations migration for 70 users, validating it through a parallel run with zero interruption to incident alerting.
My work includes identifying automation opportunities that contributed to a 30% reduction in expenses, designing SLA-protection automation, and implementing Security Incident Management and Security Risk Management workflows to support SOC2 audit readiness.
Previously, I supported Salesforce optimization and SharePoint workflows at AMC Bridge, worked on requirements for a multi-user dog hotel and shelter application at EPAM, and optimized sales and management processes through BPMN modeling. I bring experience connecting stakeholders, translating needs into functional specifications, and supporting change through documentation, training, and feedback.
