Jonathan Wurm-Managing Director

• Creation of a structured service catalog including service structure, categories/QuickCalls, target groups, approval/delivery logic
• Assignment of individual catalogs by organizational unit and role (tenant separation in SSP/ESM)
• Visibility control through context variables & role filters (service selection, dialog visibility, mandatory field logic)
• Onboarding & offboarding through services including workflow triggers, role assignment, and task generation (end-to-end automation)
• Moderation of process workshops (service catalog, role model, contract processes) and derivation of an actionable sprint backlog
• Process modeling (request/change/incident) in the context of service catalog + contract management: responsibilities, handovers, acceptance points, governance
• Implementation of digital contract management (Contract Management 3.0) including data model, navigation, data lists, and process logic
• Custom layouts for contract creation with dynamic filters & mandatory field logic (e.g. depending on contract type, OU, admin status, context variables)
• Control of visible contract types & organizations via context variables (allowed contract types, OU-dependent selection logic)
• Automated deadline logic, reminders & expiry control via workflow (reminder, expiration/termination, escalation)
• Introduction of quality-assured KB article processes with role approval (review/approval, decision logic, reasons, status control)
• UX & UUX adjustments (dialog reduction/expansion per tenant, consistent container structure, user guidance)
• Dynamic control of fields (mandatory/visibility) through JavaScript including context variable calculation and monitoring logic
• Custom actions & wizards configured in the UUX (wizard dialogs, parameter passing, validation, feedback)
• Dialogs reduced & expanded per tenant (e.g. SSP masks vs. Service Desk masks, different mandatory fields/defaults)
• ASQL-based filtering of all tickets, services, users, roles by OU & status (high-performance where conditions, clear data access)
• Role-based visibility rules in navigation, services & dialogs (resolver groups, admin views, team views)
• Building exclusion rule sets (e.g. monitoring users, current user, technical accounts) for clean selection lists
• Transfer parameters & filter logic for services, contracts & KB articles (e.g. dynamic data sources, query parameters, context binding)
• Extension of existing system logic through JavaScript & workflow coupling (consistent end-to-end rules instead of silo solutions)
• Building new entities for specific requirements (e.g. template management, contract requests, configurable master data objects)
• Definition of relations (1:n, n:1, 0:1) with references to users, roles, assets (clean data model integration)
• Creation and maintenance of tenant-specific navigation areas ("My Workspace", "All Contracts", "My Contracts" etc.)
• Adjustment of the GUI through ASQL/script-based logic as well as structured troubleshooting
• Regex-based field validation within the UUX (input formats, business rules, error message logic)
• Test system validation for new service/contract features including regression after updates and support with acceptance
• Sprint delivery with QA loops: planning/implementation/review, technical documentation, controlled releases

• Configuration and creation of all import definitions (master data, roles, categories, etc.)
• Design and implementation of a robust import/data maintenance strategy including mapping, validation logic, error handling, and repeatability (import runs, delta logic, traceability)
• Development of workflows and compliance rules (CoRu) to control email notifications, forwarding, and escalations
• Building governance logic for notifications (e.g. control of recipients via roles, exclusion rules, dynamic recipient determination, template parameters)
• Moderation of process workshops with business units/service desk (as-is/to-be process, pain points, responsibilities, target picture) and translation into actionable backlog items
• Process modeling (incident/change/request) including status/transition logic, mandatory fields, responsibilities, escalation points, role model, service times/SLA integration
• UI/UX customization and individual dialog design (ticket/incident/service request/tasks)
• Creation and optimization of layouts and forms including container structures, literals, dynamic sections, help texts, and consistent field logic
• Creation of all context variables to control selection values, visibility, defaults, and entity classes
• Dynamic control of fields, mandatory inputs, and visibility through JavaScript (e.g. rule-based mandatory field logic depending on category/QuickCall/OU/role)
• Building/adapting data sources and data lists including primary filters/ASQL logic, high-performance where conditions, and consistent column configuration
• Implementation of role- and OU-based data filters (tickets/services/users/roles) for tenant separation and targeted visibility in the Service Desk
• Design adjustments to the homepage and notification emails including CI-based templates and parameter passing
• Setup of the Mail-to-Ticket function via interface including email robot configuration, mailbox/connector setup, error analysis (auth/SSO/token/timeouts)
• Execution of version updates (major releases) including risk assessment, regression plan, technical follow-up work (UUX/filters/workflows)
• Creation of configuration packages (packaging/deployment) - contents from DEV -> TEST -> PROD, including release documentation and dependencies (UUX, data sources, CI objects)
• Migration/transport (export/import) of configurations across environments, including conflict handling, object references, GUID stability, package order
• Test system validation of new dialog/workflow logic (smoke/regression), acceptance preparation, bugfix loops, and controlled production rollout
• Introduction of structured workflows for quality assurance of knowledge base articles including new wizards/actions and automated email notifications (role-based)
• Technical extension of knowledge base functionality (actions, filter/visibility logic via context variables, ASQL data sources for access/selection)
• Setup of Data Collector workflows to visualize/track state changes (debugging/tracking, technical traceability)
• Adjustment of the GUI based on ASQL/script logic, including technical root cause analysis in case of issues
• Regex-supported field validation within the UUX (e.g. validation rules, error message control, input formats)
• Planning and implementation of integrations to new interfaces (e.g. SAP IS-U/S/4HANA) including coordination of data flows, triggers, and error patterns
• Creation of new CIs and data definitions including attribute modeling, relations (1:n/n:1/0:1), display expressions, and data source connection
• Process consulting along ITIL-oriented service desk processes: clear responsibility logic, role model, operational rules, new CIs and data definitions

• Rebuilt a service desk based on ITIL v4 standards, including role model, responsibilities, and operating processes
• Built a structure for ITIL core processes aligned with business units (support, digitalization, SAP, IT security, MDM)
• Managed value stream analyses in the Service Value System (SVS), including process visualization and improvement measures
• Presented the developed processes to management, including decision papers and an implementation roadmap
• Further developed and adapted the Matrix42 system to the newly established processes (process-oriented tool configuration)
• Led process workshops (current state/target state, pain points, responsibilities, process interfaces) and transferred them into the tool backlog
• Process modeling (Incident/Change/Request), including definition of states, transitions, required fields, and escalation points
• Created and maintained a knowledge base in Matrix42 based on practical case examples (structure, governance, role approvals)
• Trained and ran workshops for more than 100 employees (IT & non-IT), including enablement and sustainable process anchoring
• Adjusted containers in the Layout Designer and created strings in combination with user-defined filter expressions (JavaScript)
• Built and developed the service desk, including standardized intake/categorization logic and a basic service catalog structure
• Validated test systems / prepared acceptance before rolling out new processes (test cases, regression, training cases)
• Quality assurance (QA): defined DoD/acceptance criteria, review cycles, error triage, and stabilization
• Created data sources and data lists, including ASQL filters (e.g. by OU/role/status), column configuration, and views for "My Tickets", "Team Tickets", "Open/New/Closed"
• Implemented context variables (JavaScript) to control visibility, default values, selection lists, and validation-based required fields
• Set up notifications/automations via Compliance Rules (e.g. on status changes, assignment/forwarding, escalation), including template parameterization
• Structured the service desk through master data modeling (categories, services, roles, organizational units)

• Created and monitored software parameters with Medical Office, AD, DocNet, and SAP IS-U as part of billing logic for medical software
• Carried out structured root cause analyses, including checking system logs, dependencies, and background processing (batch handling, triggers)
• Prepared handovers to 3rd level support through structured error descriptions and analysis templates
• Maintained and managed master data (design and management of all responsible roles and their target group assignments as well as object permissions) in CIC
• Created and managed business partners, contracts, notifications, and devices

SMAX Implementation

• Adapted the service catalog by implementing custom modules such as Service Request, Incidents, SACM, Payroll, HR Direct, Business Applications, etc.
• Connected external interfaces from SMAX to Matrix42
• Further developed CMS (modules, databases, etc.) on SMAX through virtual machines
• Adapted forms and added process-relevant fields within ITAM and SACM
• Documentation and reporting before the go-live phase
• Transferred Matrix42 datasets (emails, ticket journal entries) to the external SMAX database
• Imported data from RIO to SMAX and visualized business flows and processes based on UCMDB
• Moved configuration packages from DEV/TEST to PROD, including adjustments in UUX and SolutionBuilder
• Set up the mail-to-ticket function via the interface as well as the email robot
• Maintained hierarchical filters (parent/child in widget structures), including clean UX selection
• Built a new instance on a DB server, including setting up SQL Server and SSRS/Analysis Services (install/config/checks)
• Migrated configurations/packages between environments (export/import), including DEV/TEST/PROD release management
• Validated test systems: smoke/regression, repeatable test scenarios, support for acceptance, and go-live readiness
• Implemented sprint-based delivery, including QA cycles (Definition of Done, technical documentation, stable rollout)

EMM

• Planning, organization, and execution with the help of ITSM, Active Directory, SMAX, RIO, MS VISIO, ITAM, and 2FA for 2FA
• Project management for the introduction of a role-based 2FA portal with reference to user and device management, similar to SAP IS-U device management
• Control of test cases and acceptance scenarios to validate technical security and communication processes
• Implementation of the 2FA portal at the mobility level
• Coordination with internal compliance managers to meet regulatory requirements - e.g. GDPR, traceability of access (as in the SAP IS-U environment for contract data)
• Responsibility for smooth communication between different systems within mobile device management - comparable to interface operations in the IS-U environment (e.g. device replacement, role assignment)
• Ensuring that device, user, and role information is correctly reconciled between directory services, authentication platforms, and service portals - methodically similar to consistency checks of IS-U master data
• Implementation of context variables (JavaScript) to control visibility, default values, selection lists, and validation-based required fields
• Setup of notifications/automations via compliance rules (e.g. on status changes, assignment/escalation, escalation) including template parameterization
• Structuring of the service desk through master data modeling (categories, services, roles, organizational units)

VERDE (North America & United Kingdom)

• Creation and maintenance of project plans and milestones
• Collaboration in the development of a new business area
• Implementation of central, modernized enterprise applications in cloud services for VERDE end users

• Commissioning wind turbines to the grid
• Monitoring maintenance and troubleshooting on 20 kV transformers, SF6 systems, and hydraulic high-performance cylinders
• Inspection of mechanical and electronic components
• Height training as well as rope access training and training for subcontractors
• Documentation of completed maintenance and services in the southern Germany region