Marika Sara Testa

• Oversee all ITSM processes (incident, request, change and problem management) at a global level to ensure that they meet current and future business requirements.
• Manage ITSM team, including recruitment, training, and performance management.
• Design, implement and manage processes for continuous improvement of the IT services.
• Manage relationships with external IT service providers and suppliers.

Examples of projects that I led:

• Finance transformation project with the creation of more than 100 new processes inside the ITSM tool, organized the trainings for the users onboarded.
• Re-internalization of the service desk, with analysis of the as-is (processes, automations and documentations) and then adapt and update the system for the new teams.

Examples of projects where I was involved:

• Migrate service desk services to an external company, onboarding new processes, users and automations for the new teams.
• Re-design of the service catalog to make it more user friendly and easier to use, organizing interviews with all the stakeholders, designing a solution and implementing it.
• Import of the application inventory inside the CMDB.

• Focal point for every request/incident/change related to the ITSM tool.
• Managing ITSM projects, from the collection of the requirements to the implementation, testing and move in production phases.
• CMDB and employee records maintenance.
• Joining CAB meetings and discussing about all running projects.
• Periodical meetings with the supplier, talking about opened incidents, request new enhancements and schedule system upgrades.

Consultancy for KPMG Italy, Azimut and Vodafone Italy.

• Design, implement and maintain the processes inside the ITSM tool.
• CMDB and knowledge procedures maintenance.

Consultancy for Vodafone Italy.

• Analysis and resolution of incidents and requests coming from the first level support.
• Monitoring of the services (Dynatrace and SCOM) and pro-actively intervene in case of issues.
• Bugfixing installations on production servers and debugging activity after the releases.

Consultancy for Vodafone Italy.

• Resolution of the incidents and requests coming from the first level support following the knowledge procedures created by senior colleagues.
• Participation in a task force for the onboard of a new tool (give support to end users and open incidents in case of bugs).

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Engaged in user support interactions via telephone, chat and email platforms.