Ralf (Willy Karl Erkenboelling) Erkenbölling-Senior Product Owner ITSM | ServiceNow Transformation | Enterprise Governance
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Experience
Professional Development – ServiceNow & IT Service Management
- Completed ServiceNow certifications CSA and CAD as well as additional micro certifications
- Deepened knowledge of ITSM, process design, and ServiceNow workflow and application concepts
- Targeted professional development focused on the ServiceNow platform and IT Service Management
- Ongoing qualification in agile methods and service governance
Senior System Consultant – IT Service Management / ServiceNow
Merck KGaA
- Product Owner for IT Service Request Management
- Managed agile backlogs, prioritized and approved user stories
- Created, prioritized, and approved user stories
- Subject Matter Expert for service request, incident management, and service desk
- Stream lead for "Complex Workflows" in a global ServiceNow greenfield project
- Reverse engineered about 200 forms and over 100 workflows
- Additionally stream lead for integration (handled parallel responsibilities)
- Led the internalization of the service desk
- Managed provider transition (IBM → Unisys) including knowledge transfer
- Conducted global trainings and onsite trainings (e.g., Budapest)
IT Support Team Lead (1st Level)
FCS IT Support GmbH
- Led an IT service desk team (up to 16 people) in an enterprise environment
- Managed escalations and ensured SLA compliance
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Pharmaceutical and Information Technology.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Information Technology and Customer Service.
Summary
Experienced ServiceNow and ITSM specialist with over 15 years working in an enterprise environment at Merck KGaA. Focused on ServiceNow greenfield implementations, reverse engineering of legacy instances (>200 forms, >100 workflows), agile requirements management, as well as transitions and stabilization of complex ITSM landscapes.
Long experience at the interface between business units, IT, external providers, and development teams. Structured, systematic working style with high quality standards, quick comprehension, and strong communication skills in global stakeholder setups.
Skills
- Servicenow Itsm (Incident, Service Request, Knowledge, Service Desk)
- Servicenow Greenfield Implementations
- Servicenow Brownfield Analysis And Reverse Engineering
- Itsm Process Design, Optimization, And Governance
- Product Ownership (Backlog, User Stories, Prioritization, Acceptance)
- Workflow And Form Design (Functional Perspective)
- Stakeholder And Provider Management
- Transitions, Provider Changes, Service Desk Internalization
- Quality Assurance, Testing, And Functional Acceptance
Languages
Certifications & licenses
ServiceNow Certified Application Developer (CAD)
ServiceNow
Scrum.org
Scrum.org
Scrum.org
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Ralf is based in Schaafheim, Germany and can operate in on-site, hybrid, and remote work models.
Ralf speaks the following languages: German (Native), English (Advanced).
Ralf has at least 26 years of experience. During this time, Ralf has worked in at least 3 different roles and for 2 different companies. The average length of individual experience is 9 years and 6 months. Note that Ralf may not have shared all experience and actually has more experience.
Based on recent experience, Ralf would be well-suited for roles such as: Professional Development – ServiceNow & IT Service Management, Senior System Consultant – IT Service Management / ServiceNow, IT Support Team Lead (1st Level).
Ralf's most recent position is Professional Development – ServiceNow & IT Service Management.
In recent years, Ralf has worked for Merck KGaA.
Ralf is most experienced in industries like Pharmaceutical and Information Technology.
Ralf is most experienced in business areas like Information Technology and Customer Service.
Ralf has recently worked in industries like Pharmaceutical and Information Technology.
Ralf has recently worked in business areas like Information Technology.
Ralf has 6 certificates. Among them, these include: ServiceNow Certified Application Developer (CAD), ServiceNow Certified System Administrator (CSA), and Professional Scrum Product Owner I.
The availability of Ralf needs to be confirmed.
Daily rate distribution
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Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 26 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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