Doston Nishonboev

Mobile: (- E-mail-Address: Pastelowa 5a/2, 05-270 Marki Doston Nishonboev Results-driven professional with extensive experience in Service Portfolio Management, Product Ownership, Process Analysis, and Technical Business Analysis. Currently serving as Product Owner, Tech Business Analyst, and SME at UBS, leveraging expertise to streamline operations, optimise service delivery, and drive innovation through Agile methodologies and stakeholder collaboration. WORK EXPERIENCE UBS, Warsaw, Poland - Product Owner | Tech Business Analyst | SME 01/10/2024 – Present • Managing responsibilities transitioned from Credit Suisse while leading new initiatives, including Service Portfolio Management (SPM) in Cloud and Business Capabilities projects. • Acting as an SME to support the Product Manager in designing and implementing a cloud-based version of the TechStore application in ServiceNow, leveraging insights and lessons learned from the previous implementation at Credit Suisse. • Driving product ownership for SPM solutions by aligning roadmaps with strategic objectives and promoting Agile best practices. • Collaborating with cross-functional teams to define requirements, prioritise features, and deliver scalable, innovative solutions. • Facilitating stakeholder engagement and providing expert-level guidance to enhance service portfolio and cloud capabilities. • Contributed to improving service request efficiency by 20% and customer satisfaction by 15% through advisory and product strategy support. Credit Suisse, Warsaw, Poland - Product Owner | Service Portfolio & Catalog Management 01/2023 – 10/2024 • Defined the product vision and roadmap for Service Portfolio and Catalog Management, ensuring alignment with business objectives. • Led the design and development of a mobile TechStore application—a centralised platform for internal employees to request access, hardware, software, and manage on-boarding/off-boarding—all built on ServiceNow. • Oversaw technical delivery using JavaScript, AngularJS, HTML/CSS, and REST APIs within the ServiceNow platform, ensuring responsive design for both desktop and mobile. • Managed backlogs in Jira and maintained documentation in Confluence. I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation). • Promoted Agile practices through sprint planning, backlog refinement, and iterative releases. • Integrated ServiceNow with ITSM modules, enhancing incident and change management processes. • Delivered key improvements resulting in a 20% increase in service request efficiency and 15% boost in customer satisfaction. Credit Suisse, Warsaw, Poland - Service Portfolio Management Operations & Process Analyst 01/2022 – 12/2022 • Developed and implemented an SPM framework, aligning IT services with organisational objectives. • Conducted portfolio analysis to optimise costs and improve service value. Monitored KPIs and generated dashboards to support data-driven decisions and continuous • improvement. • Led service portfolio reviews, identifying opportunities for rationalisation and enhancement. • Coordinated training programs to ensure adherence to SPM framework and process guidelines. f Vistra Corporate Services, Warsaw, Poland - IT Support Engineer. 11/2020 – 10/2021 • Provided technical support across the organisation, configuring hardware, software, and networks. • Monitored and maintained IT systems, ensuring timely resolution of service issues. • Improved operational security by managing software updates and antivirus installations. Nordea, Warsaw, Poland - Service Desk Specialist. 08/2019 – 10/2020 • Delivered first-level IT support, diagnosing and resolving software and hardware issues. • Supported end-user training through documentation and knowledge-sharing initiatives. • Liaised with second-line support to resolve infrastructure and application issues efficiently. Diebold Nixdorf, Warsaw, Poland -Senior Service Desk Specialist. 03/2018 – 07/2019 • Trained and coached Service Desk Specialists, enhancing team performance. • Coordinated team tasks and quality-checked processed tickets. • Created 80+ client-specific knowledge base solutions, improving issue resolution rates. Diebold Nixdorf, Warsaw, Poland - Service Desk Specialist. 10/2016 – 03/2018 • Supported IT Helpdesk operations, troubleshooting network and hardware issues. • Achieved 85% first-call resolution and 90% customer satisfaction rate monthly. • Reduced ticket turnover and wait times by optimising ticket queue management. I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation). Education : Vistula University, Warsaw, Poland. Bachelor of Arts in International Relations. 10/2016 – 06/2017. Specialisations: State Theory, Public International Law, Negotiation, and Diplomacy Protocol. Certifications :AgileBA Foundation, March 2023 Languages : Uzbek (Native), English (C1), Polish (B2), Russian (A2), Korean (A2) Technical Skills – Business Capabilities Model, GitLab, ServiceNow, ITSM, CMDB, Confluence, Datalake, Jira, Remote Desktop, Windows7/10, SCCM, ActiveDirectory, VMware, VPN, vSphere, BT Cloud, Diagnosing, hardware& Software faults, Voxtron, Cisco, Networking, Oracle, Microsoft Office Applications, McAfee, Symantec, Mimecast, MobileIron, Bluecoat, Bomgar, MFA, Dameware, RDP, Citrix ShareFile, OKTA, Microsoft and Google Authenticator, Basic Powershell, Remedy, Helix, ServiceNow, Kaseya, ScreenConnect, CyberARK, Soft Skills - Service Portfolio Management, Process Analysis and Improvement, IT Service Management (ITIL), Product Ownership, Agile Development Methodologies, Data Analysis and Reporting, Stakeholder Engagement, Project Management, Documentation and Reporting, Crossfunctional Collaboration, Problem Solving, Analytical, Inductive thinking, Leadership and Management, Decision making, Entrepreneurial, Leadership, Multitasking, Organisational, Time Management, Teamwork, Collaboration, Conflict Management, Ability to work under pressure. Interests - Swimming, hiking, photography, painting, yoga, golf. I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).