Benjamin H.-Product Owner / Change & Transformation Manager

Service & Release Management:

• Initially solely responsible for operational customer service and release management for three months until the team was scaled up
• End-to-end release communication: coordination with development and hosting, client-specific release notes, distribution management, dispatch and follow-up of feedback
• Participation in release acceptance through hands-on testing; close alignment with release planning
• SLA-driven case handling in ServiceNow; ticket processing times tracked as a KPI for improving service speed
• Central interface between federal authorities, specialist departments and development; escalation management, internal dailies and monthly client reviews

Process Development:

• As-is/to-be process analysis and visualisation (draw.io, BPMN), incl. interfaces to adjacent departments
• Service-oriented process handbook with clearly defined roles and responsibilities
• Walkthrough and optimisation of service processes in the ITSM framework together with IT
• Incident workflows between ITSM tools and Jira; Jira project configuration and shared dashboards
• Improvement management: quick clarification with development or structured submission with tracking in Jira

Enablement & Knowledge Management:

• Handbook for GSB 11 customer management incl. ServiceNow handling, work instructions and client templates
• Self-service documentation, step-by-step guides and client-specific service records in Confluence
• Supporting client authorities through the transition from rollout to live operations
• Onboarding a colleague from the GSB 7 team: knowledge transfer between teams, shared best practices and short-term reinforcement of the GSB 11 team
• Establishing post-rollout interviews to evaluate the transfer of responsibilities between departments
• Evaluation of internal AI agents for incident communication and guide creation

• Content migration to the new website instance including translations and SEO optimisation
• Site-wide adjustment of language settings, restructuring of blog posts into modern CMS blocks
• Implementation of campaign landing pages based on mockups
• Prototype of a „Learning Center“ and optimised video encoding to significantly reduce website traffic

Change & Adoption Management (Jira project migrations):

• Two years guiding teams - some developing directly on the vehicle - through the transition to new tools and ways of working: preparation, active support, structured follow-up
• Joint definition of rollout criteria with teams and development; derivation of generally applicable acceptance criteria
• Live trainings, training videos and Q&A sessions (DE/EN); extensive documentation in the onboarding portal and two Confluence spaces (DE/EN)
• Feedback after each migration and derivation of improvements; early objection handling with migration critics
• Coordination of test windows and live migrations to avoid downtime

Product Ownership in SAFe:

• SAFe features for PI planning, backlog refinement and prioritisation incl. change requests, risk assessment
• Roadmap ownership, timeline management and regular reporting to the Business Owner
• Status-quo analysis and harmonisation of Jira/Confluence processes
• Requirements and acceptance criteria management; test and validation strategies

Redesign of the Confluence permission structure (PO, 11/2023 - 12/2024):

• Introduction of agile routines in a new team; Product Goal and user story refinement
• Privacy-compliant migration and permission concepts in close alignment with the legal department
• Role-based permission models across SAFe levels (Team, ART, Solution)
• International data and user migration considering regional compliance (incl. China, USA); decision log
• Request management in Jira Service Management; stakeholder presentations in German and English

• Product ownership in a small team (3 people): backlog, releases, agile development with Azure DevOps, short decision paths with management
• Migration project (08/2022 - 01/2023): Product Owner of the Shopware 6 migration incl. legacy data analysis, mapping and requirements specification
• Data & systems: PIMCORE administration, feed integration and cross-system workflows; structural analysis of product and customer data in SAGE ERP and alignment of API exports with IT
• Product recommendation engine: rule set and programmatic feed enrichment (margins, efficiency factors)
• Conversion optimisation through A/B testing in shop, newsletter and web push
• Analytics: expansion of GTM/Universal Analytics, lead on GA4 migration, KPI dashboards
• Data protection responsibility for connected marketing tools; quality assurance through systematic testing
• Hands-on: Shopware 5 backend customisation, PHP landing pages, plugin development; ESP migration