Jun 2025 – Apr 2026 · 10 mos · Chișinău, Moldova · Hybrid

• Supporting the identification, analysis and optimization of business processes for Robotic Process Automation (RPA) initiatives.
• Leading regular communication with stakeholders, including organizing and facilitating meetings, clarifying needs and aligning expectations.
• Eliciting, analyzing and documenting business and functional requirements.
• Creating and maintaining Jira tickets, user stories and acceptance criteria.
• Removing dependencies and blockers by proactively investigating issues, coordinating teams and driving solutions.
• Managing priorities and coordinating team activities in the absence of a Project Manager.
• Working autonomously, taking full ownership of tasks and initiatives with minimal supervision.
• Developing project documentation, process design documents and diagrams to support solution design and implementation.
• Collaborating with technical teams to design efficient, automation-ready solutions.
• Performing basic data analysis and working with datasets to support business and automation decisions.
• Hands-on experience with Domo, including dataset creation, ETL processes, building and maintaining cards and dashboards and updating basic data models and visualizations based on evolving business requirements.

Feb 2025 – Jun 2025 · 4 mos · Chișinău, Moldova

• Identifying automation and process improvement opportunities.
• Developing BRDs to support project needs and process enhancements.
• Using Agile methodology with Jira, Confluence, and iObeya for task management and collaboration.
• Closely collaborating with SMEs.
• Conducting process analysis from multiple perspectives for comprehensive solutions.
• Performing UAT testing on ServiceNow automations to ensure functionality.

Jan 2024 – Jan 2025 · 1 yr · Chișinău, Moldova

• Working closely with SMEs and clients to support automation and transition initiatives, ensuring solutions are aligned with client goals and objectives.
• Analyzing service desk tickets to identify trends, common issues, and opportunities for process optimization, and using these insights to recommend improvements.
• Occasionally leading the team, coordinating efforts to align with project goals, tracking progress, and maintaining quality standards.
• Participating in change management initiatives, supporting the successful implementation of process improvements and new tools.
• Delivering trainings to Local Technical Support agents from US, Canada, Mexico and France.

Jul 2022 – Jan 2024 · 1 yr 6 mos · Chișinău, Moldova

• Creating and updating Knowledge articles for SD agents and users
• Categorizing the Knowledge Base
• Contacting the Product Owners/Stakeholders to gather information and details
• Keeping in touch with the client and fulfilling their KB article requests
• Providing Project training for New Hires/TL/other project specialists
• Providing Refresher/New Application Trainings for SD agents
• Providing assistance to agents/specialists when they are facing any unclarities

Aug 2021 – Jun 2022 · 10 mos · Chișinău, Moldova

• Providing the first-level IT support to the users via calls/tickets/emails, connecting to their PCs to assist.

Feb 2022 – Apr 2022 · 2 mos · Chișinău, Moldova · On-site

• Assisting Chief of Controlling Direction in documentation proceeding, writing reports and analyzing the data. Working with Excel, Word, T24(Globus), etc.

Apr 2021 – May 2021 · 1 mo · Chișinău, Moldova · Remote

• Assisting the manager in events organization, contractors and collaborators contacting, agreements draw up, etc.