Lizaveta Petryk
Angestellt, Customer Support Team Lead, Wargaming.net
Abschluss: BA, Belarusian State University of Informatics and Radioelectronics
Jena, Deutschland
Über mich
Due to the current military events, I decided to permanently relocate from Belarus to Germany starting in May. I am an experienced IT specialist with over 14 years in this industry, with a software engineer diploma, specializing in customer and user interactions, deeply engaged in HR processes – on/offboarding, people planning, costs, performance, time offs. For the last 4 years I have been working with a SAP Success Factors product at Wargaming. Our team is engaged in customizing this solution to the needs of the company, developing workflows, guides, conducting trainings, and is also responsible for maintaining the system’s and integrations’ performance.
Werdegang
Berufserfahrung von Lizaveta Petryk
Best support practices implementation - in shifts, with curators, with additional levels of specialist competence. SLA and KPI monitoring and automatization. Knowledge certification. Users’ statistics development. Event Management improvement – database with workflows. Interactions with users coordination (notifications, alerts, communications, trainings, Q&A sessions) User guides coordination – Confluence portal for HR BPs/ Finance/ Managers and others
Leading support team. Running shift schedule, team’s workload, troubleshooting complex issues, Jira project administration. Close cooperation with HRs, Finance, Managers and Employees. System and service customization according to their business needs. Gathering and analysis of customer feedback. Communications on system maintenance, issues, new features. SLA and KPI determination and monitoring. Maintaining both internal (for support team) and external (for customers) Confluence portals.
HR system maintenance and HR processes management (e.g. hires, terminations, people planning, performance evaluation, cost allocation, absences), audits, roles and user permissions, integrations with other systems. Shifts in customer support - over 5000 employees in various countries. Remote support via Skype, Jira and e-mail. Maintaining Confluence knowledge base by creating user and support guidelines. Trainings in English and Russian. Orgcharts, reports and other business documents elaboration.
Pre-sales and after-sales support. Developing relationships with clients, responding their inquiries and questions in a timely manner, teaching them how to use applications. Onsite product demonstrations, participation in business trips, PR events. Troubleshooting technical issues and routing issue escalation to development team.
Enterprise content management system «Chancellor» - based on Lotus Domino/Notes or FileNet. COTS software. Cloud SaaS. Mobile app (iOs and Android). Manual testing. Test cases, test result reporting. Cooperation with development team. Elaboration of software certification documents and it’s new versions. Legal documents, acceptance certificates and other pertinent documents.
Ausbildung von Lizaveta Petryk
2 Jahre und 3 Monate, 2015 - März 2017
Software Engineering
Belarusian State University of Informatics and Radioelectronics
6 Jahre und 3 Monate, 2005 - März 2011
Economics
Belarusian State Economic University