Diana Dandu

Supported daily operations and user management for Microsoft Dynamics and Oracle systems; Gathered requirements, tested new features, and resolved system issues; Coordinated changes with teams and vendors to ensure smooth service delivery; Optimized internal processes and maintained system documentation; Supported operational audits by preparing access reports, data exports, and procedural documentation.

Implemented ATS and ticketing systems in collaboration with HR Systems and IT; Created intuitive processes, guidelines, and documentation for employees and managers; Improved KPIs and data quality through provider coordination and IT alignment.

Defined and extended SLAs with users and customers; Oversaw the implementation and use of service processes and IT controls, including Incident, Problem & Change Management processes; Acted as the point of contact for auditors during ITSM-related assessments; Acted as an application manager for the regulatory universe, handling system maintenance, configuration, bug fixing, and incident management; Facilitated knowledge transfer and process training for junior staff and new joiners.

Contributed to the planning, design, and delivery of IT solutions within the Corporate & Business Services IT organization; Led continuous improvement initiatives for IT services, focusing on operational efficiency and effectiveness; Oversaw multiple workstreams where project managers and development teams reported directly to me for coordination, prioritization, and execution of deliverables; Coordinated the preparation of IT service documentation and audit evidence.