Radosveta Delcheva

• Comprehensive assessment of ITSM processes, KPIs, SLAs, CSAT metrics, benchmarking analyses, and ITIL maturity level
• Analysis of implemented ITIL processes, evaluation of KPI effectiveness (FCR, response times, CSAT), reality check, and alignment of SLAs with business requirements
• Benchmarking against similarly sized companies, including analysis of IT-to-employee ratio and cost per ticket
• Review of the Jira-based ITSM implementation, identification of improvement opportunities, and recommendations for integrations, reporting optimizations, service extensions, and relevant add-ons
• Consulting on monitoring and reporting modern workplace metrics (Copilot, Teams, SharePoint, Loop, etc.)
• Proposals to increase ITIL awareness in the organization, including targeted ITIL training and coaching for technical and non-technical teams
• Design of AI-driven ITSM enhancements, including evaluation of Rovo use and automation features
• ITIL coaching to implement ITSM best practices
• Preparation and facilitation of stakeholder workshops, consolidation of results into actionable recommendations
• Creation of comprehensive documentation summarizing findings, prioritized improvement suggestions, and practical implementation examples

Applied technologies and methods:

• ITIL v3
• ITIL 4
• Microsoft Teams
• Atlassian Confluence
• Atlassian Jira Service Management
• PowerPoint

• Supported the migration of existing IT service management process descriptions into the TopEase tool with consideration of ITIL 4
• Analyzed and evaluated existing process documentation to identify and implement improvement opportunities
• Created and improved process documentation and dependencies of other processes
• Combined sub-processes from various technical manuals into a continuous process based on stakeholder requirements
• Developed the application management concept and introduced the process

Applied technologies and methods:

• ITIL v3
• ITIL 4
• SharePoint
• Atlassian Confluence
• Draw.io
• BPMN
• TopEase

• Assessed the current status and developed a concept for service catalog and service request management
• Defined roles and responsibilities
• Created process documentation in Confluence using Draw.io, PowerPoint, and Excel
• Selected tools and implemented the processes in Jira Service Management
• Defined dependencies to other processes
• Introduced SLAs/KPIs and negotiated with service providers
• Performed stakeholder management and project management activities
• Prepared for audits with suggestions and improvements
• Collaborated with the IT service enterprise architecture team
• Developed training materials and documentation for new processes in collaboration with knowledge management

Applied technologies and methods:

• ITIL
• Atlassian Jira Software
• Atlassian Jira Service Management
• Atlassian Confluence
• Draw.io
• BPMN
• Cisco Webex
• PRINCE2
• TOGAF

• Supporting the requirements and test management teams with questions about Jira/Xray Test Management for Jira standards
• Reviewing and evaluating current test procedures and documentation
• Assisting in designing the implementation roadmap for the PoC
• Advising on the current situation and proposing implementation suggestions

Applied technologies and methods:

• Scrum
• Xray Test Management for Jira
• Atlassian Jira Software
• Atlassian Confluence
• Microsoft Teams

• Central coordination and project management of the Jira implementation and workflow optimization
• Designing and developing an overall workflow in Jira
• Implementing guidelines, standards, and processes, and continuously monitoring and optimizing them
• Documenting in Confluence and working closely with the central PMO
• Conducting onboardings and training sessions for Jira and new processes

Applied technologies and methods:

• Atlassian Jira Software
• Scrum
• Confluence
• Automation for Jira
• Issue Templates for Jira
• ProForma: Forms & Checklist for Jira
• Advanced Roadmaps for Jira

• Project management and coordination of SAFe implementation in Jira
• Capturing requirements and creating PoCs in Jira and Confluence
• Designing and customizing Jira and Confluence for SAFe
• Developing and applying permission concepts and consulting service concepts
• Advising on the selection of SAFe tools and implementing dashboards and reports

Applied technologies and methods:

• Atlassian Jira Software (Datacenter)
• Atlassian Jira Service Management
• Atlassian Confluence
• Microsoft Teams
• Structure – Project Management on Scale
• Advanced Roadmaps for Jira (exPortfolio)
• EazyBI
• SAFe
• Agile Coaching

• Introducing backlog and board features in Jira Software (Cloud) and next-gen projects
• Presenting BigPicture features for visualizing and managing backlogs
• Implementing backlog boards with relevant filters and functions
• Implementing in BigPicture: Gantt Chart, Program Backlog, and Program Board

Applied technologies and methods:

• Atlassian Jira Cloud
• BigPicture
• Automation for Jira
• Trello
• Scrum

• Scrum Master of the team for SAFe implementation
• Introducing SAFe-compliant multi-project control with Jira BigPicture
• Functional and technical consultation for Jira and add-on selection
• Training and documentation for Jira, Scrum, and SAFe
• Supporting portfolio management and implementing Scrumban

Applied technologies and methods:

• Atlassian Jira
• BigPicture
• Advanced Roadmaps
• Agile Coaching
• SAFe
• Scrum
• Scrumban
• Xray for Test Management
• iObeya
• Automation for Jira, ScriptRunner
• Bitbucket
• Rich Filters
• Epic Cloner for Jira
• Outlook for Jira
• Checklist for Jira

• Implementing Jira Service Desk and Confluence
• Designing and implementing business processes in Jira in close coordination with involved departments
• Implementing improvements in the support process
• Regular reporting on project progress to the department manager

Applied technologies and methods:

• ITIL
• Scrum
• Atlassian Jira SD / Atlassian Jira Service Management
• Atlassian Confluence

• Designing and creating the initial design proposal for Change, Incident, and Problem Management
• Preparing the final design documentation and obtaining stakeholder approval
• Implementing content management and asset management
• Reviewing and updating existing process documentation and creating new documents
• Acting as the escalation point for all project-related issues
• Holding weekly meetings and preparing status reports
• Optimizing change management processes (RFC template, maintenance windows), incident management (post-incident review, SLA updates), and proactive problem management

Applied technologies and methods:

• Zoho Manage Engine
• ITIL
• PRINCE2

• Conducted workshops to gather and clarify requirements for Change, Incident, and SACM
• Reviewed and provided advice to improve existing process documentation and best practices
• Implemented and updated documentation for Change and Incident Management
• Weekly updates and meetings with stakeholders
• Trainings and overviews of processes and tools for employees
• Defined and implemented roles

Applied technologies and methods:

• ServiceNow
• Atlassian Jira Software
• Zoho Manage Engine
• ITIL
• PRINCE2

• Developed and delivered improvement and solution plans for ITIL processes (SLM, CHGM, CAPM, AVM, INCM, PRBM, CM)
• Created the overall process and solution design
• Served as escalation point for solution and project scope questions
• Assessed existing account processes and account business management
• Developed a new communication structure and suggested improvements for collaboration
• Created process documentation and performed general project management activities
• Weekly meetings and status reports
• Responsible for all project-related documentation

Applied technologies and methods:

• HP Service Manager (SM9)
• ITIL
• PRINCE2