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Анастасія
Customer support manager
- Age:
- 27 years
- City of residence:
- Cherkasy
- Ready to work:
- Remote
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ANASTASIIA BELANOVA
PRODUCT SUPPORT SPECIALIST | L2 APPLICATION SUPPORT
ServiceNow | Azure DevOps | Incident Management | Technical Documentation
Ukraine | Remote only | [open contact info ](look above in the "contact info" section) | [open contact info ](look above in the "contact info" section) | [open contact info ](look above in the "contact info" section)
PROFESSIONAL SUMMARY
Product support professional with a year of experience providing L2 support for global internal applications at
Kyndryl. Experienced in managing ServiceNow incidents, investigating access and synchronization issues,
coordinating Azure DevOps work items, and maintaining support documentation. Advanced English
communicator who works effectively between business users and development teams.
CORE SKILLS
Application support: L2 incident management, investigation, escalation, ticket lifecycle, user communication
Operations: Incident tracking, weekly status reporting, monthly statistics, release communication, testing
support
Tools: ServiceNow, Azure DevOps, SharePoint, Microsoft Excel (working knowledge), PowerPoint, Adobe
RoboHelp
Languages: Ukrainian - Native | English - Advanced
PROFESSIONAL EXPERIENCE
Kyndryl | Slovakia / Remote
Senior Associate, Software Engineering - Development | Jul 2022 - Apr 2026
• Provided L2 support to Kyndryl employees worldwide using internal Pricing and Solutioning applications,
managing approximately 50 ServiceNow incidents per month from L1 escalation through closure.
• Investigated access, synchronization, and application issues; resolved non-technical cases, kept users
informed, and escalated defects to developers with relevant context.
• Converted business-reported bugs and enhancement requests into Azure DevOps work items and
coordinated clarifications between users and developers.
• Maintained an Excel incident tracker and monthly status statistics, and sent weekly updates to application
owners.
• Updated SharePoint support content and monthly release communications, including incident-submission
guidance, known errors and bugs, instructional videos, PowerPoint presentations, and Azure DevOps links.
• Completed a six-month junior business analysis assignment under mentorship, gathering requirements,
writing Azure DevOps Features and Stories, and supporting solution demos and business approval.
Svidomi | Remote
English-Ukrainian Translator (Part-time) | Apr 2022 - Oct 2023
• Translated more than 2,000 news, analytical, interview, and opinion pieces while meeting tight deadlines and
maintaining terminology consistency.
Green Country English School | Ukraine
English as a Second Language Teacher | Oct 2018 - Feb 2022
• Delivered online and classroom lessons, created learning materials, and trained and mentored new teachers
through lesson observations and verbal feedback.
• Co-authored six English learning books for A1-A2 students, developing lessons, exercises, homework,
multimedia activities, and scripts.
Various Companies | Ukraine
English-Ukrainian Interpreter | 2018-2019
• Facilitated clear Ukrainian-English communication at workshops, business events, and fairs.
EDUCATION AND TRAINING
Kyiv National Linguistic University | Bachelor's Degree in Translation, English and Spanish | 2016 - 2020
Beetroot Academy | Junior UX/UI Designer Training Program | Apr 2024 - Sep 2024
PRODUCT SUPPORT SPECIALIST | L2 APPLICATION SUPPORT
ServiceNow | Azure DevOps | Incident Management | Technical Documentation
Ukraine | Remote only | [
PROFESSIONAL SUMMARY
Product support professional with a year of experience providing L2 support for global internal applications at
Kyndryl. Experienced in managing ServiceNow incidents, investigating access and synchronization issues,
coordinating Azure DevOps work items, and maintaining support documentation. Advanced English
communicator who works effectively between business users and development teams.
CORE SKILLS
Application support: L2 incident management, investigation, escalation, ticket lifecycle, user communication
Operations: Incident tracking, weekly status reporting, monthly statistics, release communication, testing
support
Tools: ServiceNow, Azure DevOps, SharePoint, Microsoft Excel (working knowledge), PowerPoint, Adobe
RoboHelp
Languages: Ukrainian - Native | English - Advanced
PROFESSIONAL EXPERIENCE
Kyndryl | Slovakia / Remote
Senior Associate, Software Engineering - Development | Jul 2022 - Apr 2026
• Provided L2 support to Kyndryl employees worldwide using internal Pricing and Solutioning applications,
managing approximately 50 ServiceNow incidents per month from L1 escalation through closure.
• Investigated access, synchronization, and application issues; resolved non-technical cases, kept users
informed, and escalated defects to developers with relevant context.
• Converted business-reported bugs and enhancement requests into Azure DevOps work items and
coordinated clarifications between users and developers.
• Maintained an Excel incident tracker and monthly status statistics, and sent weekly updates to application
owners.
• Updated SharePoint support content and monthly release communications, including incident-submission
guidance, known errors and bugs, instructional videos, PowerPoint presentations, and Azure DevOps links.
• Completed a six-month junior business analysis assignment under mentorship, gathering requirements,
writing Azure DevOps Features and Stories, and supporting solution demos and business approval.
Svidomi | Remote
English-Ukrainian Translator (Part-time) | Apr 2022 - Oct 2023
• Translated more than 2,000 news, analytical, interview, and opinion pieces while meeting tight deadlines and
maintaining terminology consistency.
Green Country English School | Ukraine
English as a Second Language Teacher | Oct 2018 - Feb 2022
• Delivered online and classroom lessons, created learning materials, and trained and mentored new teachers
through lesson observations and verbal feedback.
• Co-authored six English learning books for A1-A2 students, developing lessons, exercises, homework,
multimedia activities, and scripts.
Various Companies | Ukraine
English-Ukrainian Interpreter | 2018-2019
• Facilitated clear Ukrainian-English communication at workshops, business events, and fairs.
EDUCATION AND TRAINING
Kyiv National Linguistic University | Bachelor's Degree in Translation, English and Spanish | 2016 - 2020
Beetroot Academy | Junior UX/UI Designer Training Program | Apr 2024 - Sep 2024
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The candidate's resume is posted at https://www.work.ua/resumes/20953057/