Marcin Nowak

At Bain & Company, I deliver Tier 1 and Tier 2 support for web-based applications while leading knowledge management for two core products.

I create version-aligned knowledge articles, user documentation, admin guides, and video content that reduce recurring queries and encourage self-service. I also support AI support bot development by curating training data around common user issues.

I've built and managed an internal Service Desk using Agile methodologies and ITIL practices, maintaining SLA compliance above 98%. As Incident Manager, I coordinate cross-functional response, conduct root cause analysis, and turn post-incident learning into corrective action.

Across Bain & Company, Constantia Flexibles, and Stefanini, I've supported applications, SAP Business Warehouse, user access, reporting, and technical operations. I enjoy enabling users and teams through clear documentation, training, product demonstrations, and smarter workflows.