Improver

Andrei Vishnyakov

ITIL® 4 Strategic Leader, Managing Professional, ITIL® Expert, ITIL® Practitioner, VeriSM™ Foundation

St Petersburg, St Petersburg City

ITSM/ESM subject matter expert:
- ITIL® v3 (ITIL® Expert, Practitioner)
- ITIL® 4 Strategic Leader, Managing Professional

Hands-on ITSM knowledge leveraged by the field experience during 17+ years of practice:
- IT Service Management process model development from scratch, and getting it into operation,
- Service Desk Manager, Incident Manager, Change Manager roles.

Professional tools expertise: ServiceNow (ServiceNow Certified System Administrator (CSA)), SimpleOne, Omnitracker, Jira Software, Jira ServiceDesk, HP OV Service Desk, OTRS, and other products.

Recent experience includes software development management as a Product Owner (Certified Scrum Product Owner) in the development of ITSM/ESM products (also acted as a main subject matter expert (SME). Was responsible for shaping product vision and goals, sprint goals, themes, epics, user stories, sprint review and retrospective conductions, communication/collaboration within cross-functional teams. As a result, our product - ITSM Application based on the SimpleOne platform - has been successfully released in time. Acute practical experience using agile development techniques (Scrum, Less, SAFe) was obtained as well. Here is a link to the product overview which is shown and narrated by me https://www.youtube.com/watch?v=TZivVxSzWjQ

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Experience:

• Service Desk Manager, Change Manager, Quality Coordinator (Петер-Сервис)
• ITSM/ESM Consultant (IT GUILD)
• Chief Business Product Officer (Product Owner) (SimpleOne)
• Product Owner (IT GUILD)
• Service Desk Manager, Change Manager, Quality Coordinator (Nexign)
• Lead Expert (Analyst), Service Development Group (Nexign)
• Quality Manager (Директор по качеству) (ITGLOBAL.COM)

Skills:

• Agile Methodologies
• Problem Management
• Team Management
• SLA
• Requirements Analysis
• Product Development
• Infrastructure
• Request Fulfilment
• Integration
• Technical Support
• Service Desk
• Networking
• Management
• IT Service Management
• Fulfilment
• Unix
• Service Management
• IT Operations
• Scrum
• Virtualization
• IT Management
• Change Management
• ITIL
• Incident Management