Serena Cimino

Coordinated maintenance and projects related to the Global ITSM & ITBM platform (ServiceNow) used by 60+ countries, moving it from a simple IT Helpdesk to an Enteprise platform thanks to the integration of several communities (Master Data, Supply Chain, Finance, HR, Global Pricing) in the last 2 years. - Managed the external development and maintenance team, evaluating all the demand requests coming from different stakeholders/communities and coordinating all the projects including annual release upgrades.

- Coordinated activities of the external companies in charge of implementation and application maintenance and supported/supervised global projects with impacts on ERP applications. - Reviewed current Operations processes and defined standard procedures. - Periodic meeting with Global Service Manager and external vendors about SLA/KPIs monitoring and overall application maintenance status.

Coordination of Global Projects at divisional (Southern Europe) level, in term of activities and team management, solution assurance and on time delivery. Periodic reporting to the Steering Committee.

Responsible for country ERP system, both Finance and Retail area, assuring proper daily operations in more than 70 shops in Italy airports and train stations. - Managed change requests from business: feasibility analysis, functional requirements specification, ensuring correct prioritization and timely delivery by third party development teams. - Demand / Incident / Change / Problem Management.

- Training and UAT Italian Coordinator for the Retail area in a project related to the implementation of a new ERP system (Retail + Finance) for a leading global travel retailer. - Functional Analysis, Design and Implementation of a new Master Data Management system for a leading global travel retailer. - Analyzed current logistics/allocation processes and prepared a functional design aimed at replenishment optimization, for an italian luxury fashion house.

- Analyzed, designed and built ERP solutions for a leading TELCO company about supply chain and inventory management, account receivables and general ledger. - Performed unit test in a team of 6 and conducted autonomously user acceptance test with clients belonging to several departments. - Prepared detailed functional documentation addressed to technical team.