Helena Shibrow - Business Analyst/ Customer Support Specialist

Q: Where is Helena based?

Helena is based in Bad Münder am Deister, Germany .

Q: What languages does Helena speak?

Helena speaks the following languages: English (Advanced), Russian (Advanced), German (Intermediate) .

Q: How many years of experience does Helena have?

Helena has at least 19 years of experience. During this time, Helena has worked in at least 13 different roles and for 14 different companies . The average length of individual experience is 1 year and 3 months . Note that Helena may not have shared all experience and actually has more experience.

Q: What is Helena's latest experience?

Helena's most recent position is Business Analyst/ Customer Support Specialist at HDI – Insurance .

Q: What companies has Helena worked for in recent years?

In recent years, Helena has worked for HDI – Insurance and IT – Lower Saxony Public Service .

Q: Which industries is Helena most experienced in?

Helena is most experienced in industries like Insurance , Professional Services , and Information Technology . Helena also has some experience in Government and Administration , Telecommunication , and Banking and Finance .

Q: Which business areas is Helena most experienced in?

Helena is most experienced in business areas like Information Technology , Project Management , and Human Resources . Helena also has some experience in Sales , Customer Service , and Operations .

Q: Which industries has Helena worked in recently?

Helena has recently worked in industries like Insurance , Information Technology , and Government and Administration .

Q: Which business areas has Helena worked in recently?

Helena has recently worked in business areas like Information Technology , Customer Service , and Quality Assurance .

Recommended expert

Bad Münder am Deister, Germany

Experience

Aug 2021 - Feb 2025

3 years 7 months

Business Analyst/ Customer Support Specialist

HDI – Insurance

Responsible for operating the work/document management and related solutions in defect handling (HP ALM, ServiceNow, BMC Remedy, ITSM)
Access requests via ServiceNow, LDP, Active Directory, SSO, security requirements, user support
Inbox management and working with ticketing tools (HP ALM, ServiceNow)
Working with Microsoft Dynamics 365 CRM
Developing and implementing data center and IT strategy
Coordinating and optimizing team meetings, aligning the team's approach
Identifying request clusters based on recurring standard service requests
Coordinating various topics with developers
Testing applications via HP ALM
Analyzing existing data sources for migration
Reviewing and managing documents on SharePoint

Mar 2021 - Apr 2022

1 year 2 months

IT Requirements Manager

IT – Lower Saxony Public Service

Point of contact between customer management and IT specialists
Independently gathering, analyzing, and documenting requests in requirements management
Leading cross-departmental coordination and monitoring of the project phase
Operational implementation of goals and strategic guidelines for requirements management
Developing and implementing data center and IT strategy
Collaborating with internal and external stakeholders
Supporting requirements definition and proposal development
Initiating customer acceptance
Contributing to reports on the status of requirements and order management (ITSM)
Processing legacy orders, discussing individual requirements with involved departments
Standardizing working methods and processes

Aug 2019 - Aug 2021

2 years 1 month

Project Management / Rollout Management

HDI – Insurance

Planning, tracking, and reporting to project management
Analyzing existing data sources for migration
Testing applications via HP ALM
Preparing and documenting technical and functional approvals
Identifying and analyzing customer requirements
Introducing new processes into business operations
Coordinating and conducting meetings
Communicating with tower leads and stakeholders
Coordinating and managing service providers
Data center and cloud migrations
Creating and processing incidents and changes with ServiceNow (ITSM)

Jul 2017 - Aug 2019

2 years 2 months

PMO in Development for Batch and Mainframe

HDI Insurance

Organizing and coordinating all administrative aspects of the projects
Tracking tasks in ServiceNow
Ongoing documentation of created developments
Coordinating with application developers and contacts in operations and departments
Identifying and analyzing customer requirements for identity management
Conducting workshops with departments
Assisting with test concept and test case creation
Organizing test planning
Preparing technical and functional approvals
Creating and managing changes via ITSM
Project reporting and status reports
Managing and filing documents
Working with agile methodologies (SCRUM, Kanban)

Oct 2016 - Feb 2017

5 months

Project Assistant Client Roll-Out

KVN

Rolling out Windows 7/10 operating systems
Handling security tools
Basics of IT networks
Identifying and analyzing customer requirements for identity management and authorization assignment
Designing processes and workflows for authorization provisioning in coordination with departments
Creating status reports, statistics, and presentations
Implementing and monitoring defined processes with Jira-Confluence
Supporting service level management and IT infrastructure optimization
Internal process adjustment and optimization

Mar 2016 - Sep 2016

7 months

PMO (Request Management)

BASF

Administrative tasks in the data center environment
Creating change workflows
Monitoring workflows and orders via Jira-Confluence
Creating and presenting slides using MS PowerPoint
Communicating with management and clients
Coordinating with business relationship managers
Tracking demands with service architects
Designing processes and workflows for authorization management
Planning, coordinating, and scheduling appointments with users, architects, and logistics

Jul 2015 - Feb 2016

8 months

Various rollout tasks and IT relocations

Various clients

On-site daily assignments at various clients
Replacing, dismantling, and setting up computer systems, laptops, and printers
Instructing users on Windows 7 and printers
Documentation

Nov 2013 - Jun 2015

1 year 8 months

PMO assistant and project assistant

Insurance industry

Migration project from Windows XP to Citrix VDI with Windows 7 (rollout subproject for approx. 4000 users)
Defining and scheduling rollout processes
Preparing presentations and reports for the steering committee
Recording the current state of deployed software and aligning it with departments and IT access management
Presenting the project and promoting it
Regular status reporting to project management and IT demand management
Creating status reports, statistics, and presentations
Project documentation and coordination via MS SharePoint
Project controlling and leading the rollout technician team
Planning and coordinating rollout schedules, users, technicians, and logistics
Documenting installations/uninstallations and forwarding to asset management
Creating and maintaining the rollout database using macro programming
Handling incidents (service requests) in the ITSM tool

Apr 2013 - Nov 2013

8 months

Team leader and project assistant

IT service provider for a bank

Rolling out approx. 3500 printers
Planning, coordinating, and scheduling appointments, logistics, technicians, and users
Supporting planning and controlling actual efforts
Regular reporting to project management, clients, and hardware vendors
Documentation in Excel, Remedy, and a custom tool
Training users on printers and reconfiguration

Feb 2013 - Nov 2013

10 months

Various rollout tasks

IT service provider for banks, public sector, and industry

Hardware and Windows 7 rollouts as well as IT relocations
Dismantling and setting up computer systems, laptops, and printers
Instructing users on Windows 7 and printers
Documenting and filing technical and functional acceptance

Jun 2012 - Feb 2013

9 months

Project Coordinator and PMO Assistant

IT service provider for international fashion brand (Esprit)

Windows 7 software rollout for about 4000 clients across Europe
Planning, scheduling and coordinating appointments, locations, technicians and end users
Compatibility checks of deployed application software
Maintaining and reviewing asset data and application lists
Documentation in Excel, SharePoint, SQL database, CADSM and Remedy
Daily preparation of status reports and other reports in English
Managing, ordering and handling complaints for hardware and software to be replaced
Issuing and managing loan and license agreements
Taking meeting minutes
General administrative tasks

Jul 2011 - May 2012

11 months

Stadthagen, Germany

Executive Assistant

BCplus UG

Recruitment
Sales support
Appointment coordination
Maintaining data in MS Excel and staffing software
Correspondence
Organizing and coordinating staff for rollouts and external deployments
Team lead for VoIP rollouts and IT relocations in the Cologne, Düsseldorf and Hamburg areas

Sep 2010 - Jun 2011

10 months

Osnabrück, Germany

Executive Assistant

GATO GmbH

Recruitment
Sales support
Appointment coordination
Organizing and coordinating staff for rollouts and external deployments
Maintaining data in MS Excel and staffing software
Correspondence

Oct 2008 - Aug 2010

1 year 11 months

Recruitment Consultant, Placement Agent and Project Supervisor

Self-employed

Recruitment
Sales support
Organizing and coordinating staff for project assignments

Feb 2006 - Sep 2008

2 years 8 months

Minden, Germany

Executive Assistant

ConTraS GmbH

Recruitment
Sales support
Organizing and coordinating staff for rollouts and external deployments
Maintaining data in MS Excel and MS Word

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Insurance, Professional Services, Information Technology, Government and Administration, Telecommunication, and Chemical.

Insurance

Professional Services

Information Technology

Government and Administration

Telecommunication

Chemical

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Information Technology, Project Management, Human Resources, Sales, Customer Service, and Quality Assurance.

Information Technology

Project Management

Human Resources

Sales

Customer Service

Quality Assurance

Skills

Functional Pmo, Project Assistance, Rollouts, Migration Projects
Ms Operating Systems (Xp/2000/7/8/10), Windows 10/11
Bmc Remedy
Ms Office (Excel, Powerpoint, Word, Outlook)
Ms Sharepoint
Ms Project
Pert-chart Expert
Wbs Chart Pro
Jira-confluence
Sap
Gahd
Xrm
Lotus Notes
Sql-db
Ars-remedy
Bmc Helix
Cadsm
Servicenow
Hpalm
Mars
Sap-fi
Planview
Scrum
Microsoft Dynamics 365 Crm
Service Now
Itsm
Experience In Project Management Office (Pmo)
Experience In Development And Scheduling
Performing Administrative Tasks In A Data Center Environment
Creating Change Workflows
Monitoring Workflows For Meeting Delivery Deadlines, General Order Monitoring
Creating And Presenting Slides Via Ms Powerpoint
Communicating With Senior Management
Tracking Demands In Collaboration With Service Architects
Preparing Presentations And Reports
It Infrastructure Projects As Well As Building And Relocating Data Centers In Live Operation
Project Controlling Via Sap Fi
Presentations And Promotional Representation Within Projects
Regular Status Reports To Project Management And It Demand Management
Handling Incidents (Service Requests) In The It Service Management Tool (Itsm)
Maintaining And Reviewing Asset Data And Application Lists
Documentation In Excel, Sharepoint, Sql Database, Cadsm, And Remedy
Industry Knowledge: Banking, Hardware Manufacturing, Industry, It Services, Insurance

Languages

English

Advanced

Russian

Advanced

German

Intermediate

Education

Chemical Technical Assistant

Certifications & licenses

Business Relationship Manager Training

XRM Tool Training

Fit For Customer

ITIL Foundation Examination

Statistics

Experience

Total positions 15

Experience in Insurance 9 y

Avg length 1 y 4 m

Longest experience 3 y 6 m

Global Experience

Countries worked in 1 (Germany)

Primary country Germany

Expertise

Recent roles Business Analyst/ Customer Support Specialist, IT Requirements Manager, Project Management / Rollout Management

Main industries Insurance, Professional Services, Information Technology

Main business areas Information Technology, Project Management, Human Resources

Qualifications

Certifications earned 4

Profile

Created

August 2025

Last Update

March 2026

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Helena based?

Helena is based in Bad Münder am Deister, Germany.

What languages does Helena speak?

Helena speaks the following languages: English (Advanced), Russian (Advanced), German (Intermediate).

How many years of experience does Helena have?

Helena has at least 19 years of experience. During this time, Helena has worked in at least 13 different roles and for 14 different companies. The average length of individual experience is 1 year and 3 months. Note that Helena may not have shared all experience and actually has more experience.

What roles would Helena be best suited for?

Based on recent experience, Helena would be well-suited for roles such as: Business Analyst/ Customer Support Specialist, IT Requirements Manager, Project Management / Rollout Management.

What is Helena's latest experience?

Helena's most recent position is Business Analyst/ Customer Support Specialist at HDI – Insurance.

What companies has Helena worked for in recent years?

In recent years, Helena has worked for HDI – Insurance and IT – Lower Saxony Public Service.

Which industries is Helena most experienced in?

Helena is most experienced in industries like Insurance, Professional Services, and Information Technology. Helena also has some experience in Government and Administration, Telecommunication, and Banking and Finance.

Which business areas is Helena most experienced in?

Helena is most experienced in business areas like Information Technology, Project Management, and Human Resources. Helena also has some experience in Sales, Customer Service, and Operations.

Which industries has Helena worked in recently?

Helena has recently worked in industries like Insurance, Information Technology, and Government and Administration.

Which business areas has Helena worked in recently?

Helena has recently worked in business areas like Information Technology, Customer Service, and Quality Assurance.

What is Helena's education?

Helena attended education in Chemical Technical Assistant.

Does Helena have any certificates?

Helena has 4 certificates. Among them, these include: Business Relationship Manager Training, XRM Tool Training, and Fit For Customer.

What is the availability of Helena?

Helena is immediately available full-time for suitable projects.

What is the rate of Helena?

Helena's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.