Florin Ionut Manea

Industry: Finance - Acting as Workstream Lead and Testing Lead for a ServiceNow IRM/GRC implementation within the financial sector. Responsible for coordinating cross-functional teams of Business Analysts, Developers, and Testers, managing delivery execution, stakeholder engagement, risks, issues, and dependencies. Leading end-to-end testing activities across multiple workstreams, including governance, defect management, regression testing, client collaboration, and test automation through ServiceNow ATF.

Industry: Retail - ServiceNow HRSD Functional Consultant / Tester: supported HRSD functional testing, Agent Workspace, Employee Service Center, and SuccessFactors integration validation. Industry: Automotive - ServiceNow ITSM Enablement Specialist: delivered user training and adoption support across Service Portal, Incident, Problem, Knowledge, and Reporting.

Summary of Activities: - Knowledge Management Oversight: Managed existing Knowledge Management (KM) practices and systems, while designing new distribution policies to enhance adoption based on ServiceNow principles. - Strategic Process Review: Evaluated current tools and processes to enhance Customer Experience, Self-Service, Case Deflection, and Automation in ServiceNow. - Knowledge Sharing & Communication: Promoted internal and external knowledge distribution through events, communications, and awareness

Summary of Activities: - Knowledge Management: Ensure creation, authentication, and approval of knowledge in ServiceNow and SharePoint, maintaining accuracy and consistency. - Service Improvement: Analyze resolved tickets and call data to identify new fixes and improvement opportunities. - Knowledge Reporting & Monitoring: Track knowledge database activity, generate reports (ServiceNow, Excel), monitor views and feedback, and take necessary actions. - Client Transitions & Documentation: Support new client t

Work schedule US hours (17:30 - 2:30 RO Time) Summary of Activities: - Invoice Management: Collect, store, and upload customer utility invoices and consumption data in standard and custom formats, ensuring timely processing. - Billing Compliance: Ensure invoices are available for viewing and downloading within agreed timescales and comply with industry standards and contractual agreements. - Validation & Reporting: Perform validation procedures and generate standard and ad-hoc reports on results obtained. -

- Knowledge Management & Documentation: Creating, authenticating, and approving knowledge in ServiceNow and SharePoint. Collaborating with resolution teams to develop, update, or remove knowledge articles. Ensuring documentation is accurate, consistent, and up to date. - Service Improvement & Reporting: Running reports on resolved tickets to identify new solutions and improvements. Supporting the Service Desk in increasing first-time fix rates and improving SLAs. Monitoring knowledge views, agent feedback,

Summary of Activities: In addition to L1 responsibilities, additional duties included: - Team Leadership Support: Acted as team lead in their absence, managing the team and ensuring daily tasks were completed. - Activity Monitoring: Oversaw operations to maintain service efficiency and task completion. - Reporting & Escalations: Generated weekly ServiceNow reports and served as the first point of escalation for L1 agents. - Workload Management: Distributed and managed tasks among L1 agents for optimal perfo

Summary of Activities: - Remote Technical Support: Provide technical assistance in line with established Service Level Agreements (SLAs). - Incident Analysis & Resolution: Investigate and resolve reported incidents within defined competencies. - Client & Field Engineer Support: Maintain communication with clients and support field engineers in issue resolution. - Incident Monitoring & Reporting: Track and document incidents, propose medium- and long-term solutions. - Customer Requirements & Impact Assessmen

As an entry level analyst I had the below responsibilities: - Logging (ServiceNow) incidents and requests for issues received from the customer (e-mail and phone) - Basic software and hardware troubleshooting

Multiple positions from commercial worker to cashier and sales assistant.