Jira Service Management Experts in Germany

• AI product development: Design of an AI-supported GRC platform to automate compliance processes.
• AI expertise: Strategic deepening in Agentic AI and GenAI as a core asset for modern IT governance
• IT interim management and strategic consulting

• Proactive support of management in business field development & innovation management

• New development of a suite of business applications for analyzing valuation, P&L, and market price risk data

• Automation of all internal and external business and work processes

• Development of AI-based and AI-supported ETL processes as well as data analysis

• Business use-case development

• Business and work process optimization

• Enterprise architecture management

• Sales data analysis and forecasting as well as capture

• Inventory management & reordering

• Supplier management and communication

• Customs processing & clearance

• Shipping handling & warehouse coordination

• Interface management

• Technologies used: Microsoft Office 365, Microsoft Teams, JTL-Wawi, JTL-WMS, OTTO Partner Connect (OPC), Amazon Seller Central, DHL Global Forwarding, Jira, Draw.IO, Java (8,17,21,25), Jenkins, SonarQube, Git, Gitea, Spring Boot, Spring Batch, Vaadin, H2, PostgreSQL, Docker, Local LLMs, Postman, JasperSoft Studio, JasperReports

Unified ITSM framework

• Definition of a company-wide ITSM target picture
• Introduction of a uniform service structure across all business units

SLA and OLA management

• Building a standardized SLA framework
• Definition of service classes (Business Critical, Standard, Low Priority)
• Introduction of OLAs between internal teams
• Building meaningful SLA reporting
• Definition of KPI and service dashboards for business units

Service portfolio management

• Definition of service descriptions
• If needed, preparing possible cost and service billing

Ticketing & processes

• Incident management
• Uniform ticket categories
• Standardized prioritization
• Escalation matrix
• Automations
• Self-service optimization

Request fulfillment

• Service catalog across all business units
• Approval workflows

Problem management

• Introduction of root cause analysis
• Known error database
• Problem review process

Complete asset management concept

• Hardware lifecycle management
• Software lifecycle management
• Leasing lifecycle
• Mobile device lifecycle
• Monitor lifecycle
• Phone lifecycle

Processes

• Procurement
• Goods receipt
• Inventory
• Assignment
• Return
• Disposal
• Leasing return Goal: single source of truth for all assets

CMDB design

• Definition of all configuration items:
• Workplace
• Notebooks
• Monitors
• Mobile phones
• Printers

Infrastructure

• Servers
• Firewalls
• Switches
• WLAN
• Storage
• Backup systems

Cloud

• Azure resources
• Microsoft 365
• SaaS services

Relationships

• User ↔ Asset
• Asset ↔ Service
• Service ↔ Infrastructure
• Location ↔ Asset
• Goal: make all service dependencies visible

Software asset & license management

• License management concept
• License balancing
• Compliance reporting
• Microsoft license management
• Adobe license management
• SaaS management
• Contract management
• Renewal management

Interfaces & automation Existing systems

• Workday
• Joiner
• Mover
• Leaver

TESMA

• Leasing data
• Contract data

Matrix42

• Asset synchronization
• User synchronization

Active Directory / Entra ID

• User management

Microsoft 365

• License assignment
• Group management

Dormakaba

• Access processes

• Lifecycle services

Monitoring platforms

• PRTG
• Palo Alto
• Cisco

Reporting & KPI framework

• Definition of a management dashboard
• KPIs
• Ticket volume
• SLA fulfillment
• MTTR
• First resolution rate
• Asset accuracy
• License compliance
• Change success rate
• Service availability
• Degree of automation

Network redesign support

• Governance
• Support of the network redesign from an ITSM point of view
• Definition of affected services
• Change management structure
• Communication concept

CMDB integration

• Recording of all network components
• Service mapping
• Dependency analysis

Validation of documentation and knowledge base articles

• Network documentation
• Operations documentation
• Standard changes

Monitoring & event management

• Target picture
• Central monitoring concept
• Event management process
• Alerting strategy
• Escalation model

Systems

• Cisco

• Palo Alto

• Fortinet

• Rubrik

• Veeam

• Matrix42

• Azure

• Microsoft 365 Automation

• Ticket creation from monitoring

• Escalations

• Standard actions

Audit, compliance & information security

• ISO 27001 consulting
• TISAX consulting
• NIS2 preparation - consulting
• Audit-ready processes
• Documentation structure
• Evidence tracking in Matrix42

Roadmap

• 12-month roadmap
• Prioritization of all measures
• Quick wins
• Medium-term projects
• Long-term target picture
• Documentation

• IT consulting
• Power Platform & Databricks
• AI software development (custom software)
• Commercial responsibility for the company

Large Insurance Company – Consultant Wiesbaden: Consulting support for the introduction of an integrated planning and performance management framework (operational, financial, customer) to enhance customer-centric transparency, decision-making quality, and steering capabilities across all lines of business within an insurance organization:

• Analysis of existing processes, reports, KPIs, and KPI calculation methodologies
• Design and introduction of new, standardized customer KPIs (gross/net), as well as key steering metrics with consistent linkage across all lines of business
• Recalculation, validation, and plausibility checks of KPIs based on existing and newly integrated data sources
• Conceptual support for the development of an integrated reporting and performance management setup
• Execution of customer insights analyses to identify patterns and anomalies within customer data clusters

Large retail company – Consultant in Karlsruhe: Advisory services for the setup and step-by-step implementation of an internationally deployable RELEX solution in the supply chain management environment:

• Advising overall and sub-project management on methodology, project setup and steering (e.g. agile approach, Jira configuration, RELEX phases, Jira Structure PPM)
• Strategic-operational consulting for the introduction of RELEX including best practices
• Support in defining overarching goals and requirements (2-year target picture)
• Guidance in scoping a relevant supply chain network segment for the project
• Development of a roadmap for iterative, incremental RELEX setup and rollout
• Assessment of project dependencies (interfaces, configurations, etc.)
• Advice on prioritized implementation of business requirements and data interfaces
• Support in test planning (data validation, system testing, UAT)
• Consulting on internationalization, change management, training, and knowledge transfer
• Stakeholder advisory and alignment activities between the client, implementation partner, and RELEX

Insurance company – Management Consultant in Munich: Analysis, consulting and support for the optimization of a large-scale business and IT transformation. Focus on strategically important programs and modernization projects in the area of Managed Services Operations and processes:

• Review of project plans and deliverables; analysis of programs and projects (e.g. cloud approach, process standardization, system integration, roadmaps)
• Identification of technical, functional and personnel risks and challenges; development of content-related measures and alternative solutions
• Proposal of quality improvements for program and modernization efforts
• Sparring partner and professional, technical, structural and organizational consulting for project and program management

Large retail group – Management Consultant & Stream Lead in Cologne: Consulting, process, project and product management for the introduction and implementation of a large strategic program in the field of advanced analytics, assortment and space management:

• Setup, test and rollout of a new space planning, automation and optimization product based on the existing cluster-based merchandising approach
• Definition and setup of new processes and transformation and change management measures for the new store-specific merchandising approach
• Collaboration with Advanced Analytics and IT (internal and external) for software implementations, automations, extensions and interfaces
• MVP approach and piloting in phases with gradual rollout (pilot with 80 stores, region with 500 stores, national level with 4000 stores)

Large retail company – Agile Coach & Change Agent in Cologne: Agile coach, OKR master and facilitator for the introduction of the OKR approach in a large strategic digitization program for retail stores:

• Coaching of the core team with topic managers and team leads
• Introduction to the OKR topic and setup of the OKR cycle
• Establishment of the OKR approach in teams and on a cross-team level

Delivery and logistics company – Management Consultant in United Kingdom: Consulting and coaching in the restructuring of the Data Analytics department:

• Analysis of current challenges
• Definition of overarching goals
• Development of a proposal for a new team structure
• Identification of required competencies, skills and responsibilities
• Advisory and alignment on communication and change management strategy

PMO support at a leading European wholesaler of photovoltaic systems, battery storage, and charging stations. Focus on optimizing and rebuilding IT service management processes in Jira.

• Reworking existing Jira workflows for IT Service Management (helpdesk)
• Setting up new Jira Service Management projects, including for an incident response process: workflow adjustments, frontend design, and full process development
• Global administration for Jira Service Management projects as well as organizational administration
• Setting up new spaces for different service desks within the company
• Support in meetings, including minute-taking and follow-up
• KPI tracking for IT service management processes (ticket throughput times, SLA compliance, backlog development) with transparent stakeholder reporting
• Implementation of the operational project plan

Environment: Jira, Jira Service Management, Confluence, Microsoft Teams

• Introduced a service management system
• Optimized processes
• Introduced an agile way of working
• Implemented and configured Atlassian Jira Service Management
• Prioritized features
• Coordinated with stakeholders and the business unit
• Managed the backlog and created user stories
• Managed the budget
• Coordinated a Scrum team
• Used Atlassian Jira and Confluence
• Used Microsoft Teams
• Worked with Scrum and Kanban

• Acted as product owner for comprehensive change of Confluence permission structure
• Introduced agile routines within the team
• Identified team competencies and created user stories
• Collected and analyzed stakeholder requirements
• Translated business requirements into technical specifications
• Created and maintained requirements documentation
• Analyzed current state and defined goals collaboratively
• Identified and resolved blockers and impediments
• Coordinated with business and product owners
• Facilitated solutions and workarounds
• Established the roadmap and ensured timeline adherence
• Provided continuous reporting to the business owner
• Created a compliance-compliant project framework
• Built and maintained a compliant documentation framework
• Established and maintained a decision log
• Developed technical requirements with regulatory considerations
• Aligned with data security and legal department to set project principles
• Managed stakeholders at C-level and compliance responsibilities
• Developed video content and training materials
• Coordinated ITSM Atlassian Service Management inquiries
• Presented the project to diverse stakeholders in German and English
• Prepared, conducted, and followed up on open Q&A sessions in German and English
• Produced user-friendly instructional materials and interactive training documents

• Complete redesign of IT infrastructure including setup of a server room according to BSI standards, new network concept and planning.
• Development of security concepts and IT security consulting for the DHCP/DNS election sector.
• Support of project management for the customer in the VOIS | MESO area.
• Technical support for setting up the IT infrastructure in new offices, including firewall configuration, router setup and network planning.
• Setup and configuration of the service management and ticket system JIRA.
• Implementation and administration of the Azure (Entra) environment for all employees.
• Setup and administration of the Confluence environment.
• Planning, setup, configuration and administration of the entire Atlassian Collaboration Suite.
• Development of BCM strategy options.
• Development and implementation of measures and creation of BCM plans, as well as evaluation of existing BCM.

• Plan & Prepare (Site Design & Readiness): Inventory & Design: Dell PowerEdge R-Series, Aruba switches (L2/L3), notebooks/peripherals; serials/asset tags, IPv4/IPv6 addressing, VLAN-/DHCP-/DNS plan

• Runbooks/MOPs: site rollout runbook, backout strategy (<15–30 min), risk register, communication matrix; approvals via CAB/change

• Images/Packages: Golden Image (Win10/11), driver packs, BIOS/UEFI baseline; O365/Teams/OneDrive KFM; BitLocker policies; MECM/SCCM, Intune/Autopilot, MDT/WinPE

• Logistics: shipping/customs clearance, RMA/DOA, on-site spares; tools (barcode scanner, label printer), "Go-Bag" (cables, SFPs, console cables)

• Deliver (on-site implementation): End devices: swap & migration (USMT/OneDrive KFM), peripherals (ATB/BT printers, scanners, boarding gate hardware); domain join, compliance checks, O365 activation, printers/queues, network drives

• Acceptance: functional tests for DCS/CUTE/CUPPS/CUSS stations, ticketing/check-in workflows, boarding gates

• Server (R-Series): rack & stack, cabling (PDU redundancy, fiber/copper), labeling/naming; firmware/RAID (PERC), Lifecycle Controller, iDRAC network; Windows Server 2022/2025 + CIS/BSI hardening; agents (backup/AV/EDR/monitoring), time service/NTP auth, Syslog/SNMPv3

• Network (Aruba): VLANs, LACP trunks, MSTP root; PortFast + BPDU Guard at the edge; QoS (EF/AF); dual stack (v4/v6), DHCP relay. NAC/802.1X with ClearPass/Radius/TACACS+, roles + MAB fallback; guest isolation, ACLs (Guest→Mgmt deny). Telemetry: sFlow, SNMPv3, Syslog→SIEM; LLDP→inventory/CMDB

• Airport specifics: CUTE/CUPPS/CUSS terminals; DCS/Amadeus/SITA connectivity; FIDS (read-only); bag tag/boarding pass printing; changes in off-peak/night windows

• Stabilize (hypercare): first-day support, KPI tracking (login times, ticket volume, error classes), QoS fine-tuning

• Troubleshooting: Wireshark/iperf, event logs, switch counters, sFlow flows; fast incident handling as SPOC

• Knowledge transfer: short training sessions for station teams, mini-runbooks (fault/recovery)

• Close (documentation & handover): docs & CMDB: final configs (switch/server), topology/patch plans, IP tables, serial/asset lists, before/after photos

• Acceptance & sign-off: UAT protocols, functional evidence (use cases), return/reuse of old hardware

• Lessons learned: risks, standard packages, driver freeze, "known issues"

• Interfaces/communication: station IT, airport IT, SOC/NOC, ground ops/ramp/check-in, provider (SITA/Amadeus). ITSM: ServiceNow (Inc/Req/Change/KB), handover to BAU

• Administrative support during the panel tendering and implementation phase, including communicating results to the corporate group
• Quality assurance and optimization of panel catalog data
• Project and task management
• Data analysis and calculation of volume discounts (SAP MM)
• Management summaries & presentations
• Administrative support in drafting and maintaining contract documents
• Concept creation in PowerPoint
• Creating supplier evaluations
• Support with contractual and administrative tasks
• Process documentation and creation of instructions

• installation and maintenance of communication systems on marine vessels
• advanced security checks
• building cluster environments using VMware ESX servers, DataCore, and Dell hardware

• Designed and implemented a new user support tower organization as part of the global IT transformation initiative.
• Created an operating and control model for the central service desk, including downstream support units (field service, VIP support, service points).
• Performed a comprehensive as-is analysis of existing service desk and field service structures and developed a target architecture based on ITIL 4 and SIAM.
• Defined roles, responsibilities, and governance mechanisms for internal IT and external providers.
• Prepared the blueprint document Service Management & Governance Handbook (User Support) to standardize global service processes (incident, request, problem, change, knowledge, ITSCM, CSI).
• Developed a KPI and SLA framework to measure service quality and performance in global user support.
• Defined the reporting and review structure (operations meeting, service review meeting, management steering board).
• Prepared RFP documents for the external tendering of L1/L2 support services, including definition of scope, governance model, process requirements, tool integration (ServiceNow), and KPI/SLA sets.
• Supported procurement and legal departments in evaluating and negotiating vendor proposals and assisted in vendor selection and contract finalization.
• Oversaw the handover to operational support, including knowledge transfer, training of provider teams, and establishment of a continuous improvement process (CSI).
• Methods / framework / tools: ITIL 4 / ITSM, SIAM, IT4IT, ServiceNow, Jira, BPMN, operating model canvas, KPI & SLA design, governance & performance management

• Led the migration of local SharePoint sites to SharePoint Online, including planning, coordination, and communication
• Advised on governance, security, and data protection
• Created project documents: project charter, project plan, communication strategy plan, risk and risk mitigation plan, scope of work documents
• Analyzed manual processes and developed automated solutions