Russia • Participation in change management (Identifications of business needs, feed gap analysis based on systems capabilities, technical specification preparation, leading of change implementation from end to end, being responsible for testing activities and also for updating training materials). • Incident management (investigate collection and analyses of errors data in the system). • User support (trainings for new users, Communication broadcasting via CRM mailbox, 1st and 2nd level Hotline support (including Remedy ticket creation), Databases update (users, territories, bricks, products, surveys, etc). • Being main point of contact for Sandoz Russia with respect to CRM processes. • Taking part in Veeva implementation and later in implementation new function in Veeva. • Leading Veeva migration process from Windows device to ios device (iPad). • Guide and coordinate less experienced colleagues. • Preparation date for SFE. Other countries support Available to help other countries with the following: Service Requests • Reduce amount of SRs due to system optimization • Data loading Incidents • Incident analysis • Assistance to prepare comprehensive input for S&O team Change Requests • Needs analysis • Workaround suggestions • Status updates for created CRs • Sharing experiences and solutions between countries

• Performed client interviews to establish business requirements. • Performed review, analysis and evaluation of business and user requirements. • Created documentation of detailed business requirements. • Researched and documented bugs, communicates issues to developers. • System tested.

• Business requests’ analyses according to new reporting requirements. • Client data analytics design of new and support of old reports in CRM database. • Supported users of Siebel 7.5, 8.0. • Maintained CR base. • Provided and blocked users’ access to the system. • Solved and deal with users’ requests (clients’ information, mistakes’ correction, etc.). • First line support of CRM database users (registration of users’ requests, solving difficult issues). • IT tasking. • Participated in project of transition from Siebel 7.5 to Siebel 8.0. • Participated in organization of Russia Forum.

• Upgrade of CRM system to raise effectiveness level of relationship with clients. • Implementation of system specifications for employees, coached employees on the system regulations. • Clients’ segmentation, evolution of tools for employees dealing with clients according to their segment. • KPI analysis based system database. • Provided employees with reports on monthly bases. • Bonus scheme calculation. • Support of 300 system users. • Collection and analyses of errors data in the system. • Managed SAP Net Weaver (Business Warehouse – for generation of reports). • Managed interactive voting.

• Participation in software implementation. • Created specification and terms of reference. • Coached and training of users of systems. • Developed methodic and educational documentation. • Collected and analyzed of users’ requirements and complaints. • Collected, documented and approved requirements with customers, developed terms of reference.