Projects and case studies
Migdal Insurance
Migdal Insurance Company is one of the largest providers of insurance services in Israel. It has more than 4000 employees all over the country, helping clients manage their pension/education funds, insuring properties, and many-many more.
As a large company, Migdal needs an internal system to help the organisation to function effeciently, transfering tickets from team to team, making sure that problems are solved and work gets done. We call this IT Service Management system. And I was one of the people building it! :)
Here I would love to share some of the system implovements and process optimizations that have been done by me in Migdal.
Migration to the Cloud
One of the resent projects was migration of ITSM system to the Cloud. We aimed at modernizing infrastructure, enhancing scalability, and streamlining operational processes. We have transfered historical data to cloud-based storage, services, processes, and various integrations. Some of the critical processes and integrations had to be remediated, which I happily managed and collaborated with infrastructural teams. The testing was performed both internally and with clients, validating system functionality, and ensuring a smooth transition to the new system. It was one of the most exciting projects I have managed.
Applications customisation
Another great project was mainly focusing on applications customization. We had to meet the unique needs of Migdal, catering to the Hebrew-speaking employees. I led the design and implementation of customized ITSM solutions tailored to enhance customer satisfaction and user experience. Recognizing the need for tailored solutions, I developed team-related customizations while leveraging out-of-the-box features of the system (for example IT Support department, as well as Logistics Team). By aligning our solutions with the specific requirements of our clients, we not only met their expectations but also exceeded them, resulting in improved operational efficiency and heightened user satisfaction.
Service development optimisation
Service development processes were outdated, when I first started the work with the client, so I quickly got to work. There was a need for standardization across various service types. Utilizing blueprints and templates, I streamlined the development process for automated services, non-technical services, and those requiring approvals. This involved developing standardized procedures such as email notifications, data computing and storage, request creation, status changes, etc. By implementing consistent processes, we improved efficiency, reduced errors, and enhanced service delivery across the organization by more than 70% (for standard processes), ultimately driving greater customer satisfaction and operational effectiveness. I am very proud of the results.