Ralf Erkenbölling - Senior Product Owner ITSM | ServiceNow Transformation

Q: Where is Ralf based?

Ralf is based in Schaafheim, Germany and can operate in on-site , hybrid , and remote work models.

Q: What languages does Ralf speak?

Ralf speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Ralf have?

Ralf has at least 25 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.

Q: What is Ralf's latest experience?

Ralf's most recent position is Professional Development – ServiceNow & IT Service Management .

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

In recent years, Ralf has worked for Merck KGaA .

Q: Which industries is Ralf most experienced in?

Ralf is most experienced in industries like Pharmaceutical and Information Technology .

Q: Which business areas is Ralf most experienced in?

Ralf is most experienced in business areas like Information Technology and Customer Service .

Q: Which industries has Ralf worked in recently?

Ralf has recently worked in industries like Pharmaceutical and Information Technology .

Q: Which business areas has Ralf worked in recently?

Ralf has recently worked in business areas like Information Technology .

Recommended expert

Schaafheim, Germany

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Experience

Jan 2024 - Present

2 years 6 months

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

Jul 2008 - Dec 2023

15 years 6 months

Darmstadt, Germany

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)

Jan 2001 - Jun 2008

7 years 6 months

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.

Pharmaceutical

Information Technology

Business Area Experience

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

Experienced in Information Technology and Customer Service.

Information Technology

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

German

Native

English

Advanced

Certifications & licenses

ServiceNow Certified Application Developer (CAD)

ServiceNow

ServiceNow Certified System Administrator (CSA)

ServiceNow

Professional Scrum Product Owner I

Scrum.org

Professional Scrum Master II

Scrum.org

Professional Scrum Master I

Scrum.org

ITIL® 4 Foundation

Statistics

Experience

Total positions 3

Experience in Pharmaceutical 15.5 y

Avg length 8 y 5 m

Longest experience 15 y 5 m

Global Experience

Countries worked in 1 (Germany)

Primary country Germany

Expertise

Recent roles Professional Development – ServiceNow & IT Service Management, Senior System Consultant – IT Service Management / ServiceNow, IT Support Team Lead (1st Level)

Main industries Pharmaceutical, Information Technology

Main business areas Information Technology, Customer Service

Qualifications

Certifications earned 6

Profile

Created

February 2026

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Frequently asked questions

Have questions? Find more information here.

Where is Ralf based?

Ralf is based in Schaafheim, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Ralf speak?

Ralf speaks the following languages: German (Native), English (Advanced).

How many years of experience does Ralf have?

Ralf has at least 25 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.

What roles would Ralf be best suited for?

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).

What is Ralf's latest experience?

Ralf's most recent position is Professional Development – ServiceNow & IT Service Management.

What companies has Ralf worked for in recent years?

In recent years, Ralf has worked for Merck KGaA.

Which industries is Ralf most experienced in?

Ralf is most experienced in industries like Pharmaceutical and Information Technology.

Which business areas is Ralf most experienced in?

Ralf is most experienced in business areas like Information Technology and Customer Service.

Which industries has Ralf worked in recently?

Ralf has recently worked in industries like Pharmaceutical and Information Technology.

Which business areas has Ralf worked in recently?

Ralf has recently worked in business areas like Information Technology.

Does Ralf have any certificates?

Ralf has 6 certificates. Among them, these include: ServiceNow Certified Application Developer (CAD), ServiceNow Certified System Administrator (CSA), and Professional Scrum Product Owner I.

What is the availability of Ralf?

Ralf is immediately available full-time for suitable projects.

What is the rate of Ralf?

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