Jira Service Management Experts in Germany

• Introduction of service management
• Optimization of processes
• Introduction of an agile way of working
• Introduction and configuration of Atlassian Jira Service Management
• Prioritization of features
• Coordination with stakeholders and the business department
• Management of the backlog and creation of user stories
• Budget management
• Coordination of a Scrum team
• Use of Atlassian Jira and Confluence
• Use of Microsoft Teams
• Working according to Scrum and Kanban

• Industry: Insurance, Trade, IT
• Customers & Projects: Consulting and selling insurance and similar services
• Main tasks: Insurance consulting (health insurance, retirement planning, wealth building); commercial services, inside and field sales; sales data analysis and forecasting; customer consulting and support; opening a new sales headquarters for private and business customers; business development & innovation management; business use case development; process optimization; stakeholder management; team leadership and training; preparation and delivery of trainings;
• Technologies used: Microsoft Office 365, Microsoft Teams, Jira, Draw.IO, Camunda 8, Java (8, 17,21,25), Git, Spring Boot, Spring Batch, Spring Data REST, Spring Web, Spring Security, J-Unit, Playwright, Lombock, Vaadin, H2, PostgreSQL (16, 17 18), pgAdmin, Docker, LLMs, JasperSoft Studio, JasperReports

Reporting and controlling using Power BI for a production ERP system

• Analysis of ERP data and interfaces for use in Power BI dashboards
• Evaluation and migration of existing reports (e.g. Excel) to Power BI
• Development of an authorization concept for selective data access
• Documentation and training on the use and customization of Power BI dashboards

Label: Power BI, Excel, SelectLine ERP, Microsoft SQL, SQL Server Management Studio

As a Council Member at GLG (Gerson Lehrman Group), the world’s leading expert network, I provide organizations, investment firms, and consulting companies with expert discussions on demand – wherever specialized knowledge in information security, IT governance, and regulatory compliance is needed.

My assessments are based on many years of practical experience in highly regulated industries: from building and implementing information security management systems (ISMS according to ISO 27001), IT risk and vulnerability management, and business continuity (ISO 22301) to the practical implementation of European regulations such as DORA, NIS2, BAIT, and the Cyber Resilience Act (CRA).

The cooperation is project- and discussion-based. I provide decision-makers with a practical perspective gained from real-world experience on cyber risks, security governance, and operational resilience – exactly when it is needed.

• Development of a comprehensive transformation model for IT departments and ITSM organizations, from operational stabilization through structuring and optimization to strategic advancement
• Design of a transformation matrix that connects development phases with the implementation activities Position, Focus, Model, Enable, Anchor and Develop
• Development of assessment, maturity and decision-making logic to determine the operational starting point, the appropriate entry point and the prioritized areas of action
• Structuring of an end-to-end approach from current-state assessment and target vision through operating model, roadmap and service modules to implementation and integration into steady-state operations
• Derivation of combinable consulting and implementation modules, including methods, deliverables, role models, governance structures and transformation paths
• Collection, structuring and prioritization of business requirements from the perspectives of IT management, service management and operational roles
• Translation of requirements into target visions, process and role models, decision criteria and traceable deliverables

Environment / Tools: ITIL 4, IT4IT, Operating Model Canvas, SIAM, maturity models Kanban

Service & Release Management:

• Initially solely responsible for operational customer service and release management for three months until the team was scaled up
• End-to-end release communication: coordination with development and hosting, client-specific release notes, distribution management, dispatch and follow-up of feedback
• Participation in release acceptance through hands-on testing; close alignment with release planning
• SLA-driven case handling in ServiceNow; ticket processing times tracked as a KPI for improving service speed
• Central interface between federal authorities, specialist departments and development; escalation management, internal dailies and monthly client reviews

Process Development:

• As-is/to-be process analysis and visualisation (draw.io, BPMN), incl. interfaces to adjacent departments
• Service-oriented process handbook with clearly defined roles and responsibilities
• Walkthrough and optimisation of service processes in the ITSM framework together with IT
• Incident workflows between ITSM tools and Jira; Jira project configuration and shared dashboards
• Improvement management: quick clarification with development or structured submission with tracking in Jira

Enablement & Knowledge Management:

• Handbook for GSB 11 customer management incl. ServiceNow handling, work instructions and client templates
• Self-service documentation, step-by-step guides and client-specific service records in Confluence
• Supporting client authorities through the transition from rollout to live operations
• Onboarding a colleague from the GSB 7 team: knowledge transfer between teams, shared best practices and short-term reinforcement of the GSB 11 team
• Establishing post-rollout interviews to evaluate the transfer of responsibilities between departments
• Evaluation of internal AI agents for incident communication and guide creation

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

• Applied modern JavaScript features, including ES6+ syntax, destructuring, modules, array methods, and asynchronous programming, to develop efficient and readable frontend code.
• Implemented frontend integration patterns for PHP and Laravel backend services, connecting React interfaces to REST APIs and handling structured JSON data.
• Developed interactive, functional component-based frontend applications using React Hooks, JavaScript, and TypeScript, alongside backend applications and RESTful APIs using Python, Django, Flask, and FastAPI, focusing on reusable components, modular architecture, maintainability, and efficient data processing.
• Maintained a dynamic portfolio platform using PHP, Laravel, Livewire, and MySQL, implementing end-to-end functionality across frontend interfaces, backend services, and database operations.
• Validated server-side request handling, routing, middleware, and form validation using Laravel features to support reliable application workflows and consistent data processing.
• Designed and managed relational database structures using MySQL and Laravel Eloquent ORM, implementing data models, relationships, database migrations, and efficient queries for content management.
• AI-powered applications integrating Large Language Models (LLMs) through external APIs and locally hosted models, exploring practical use cases for conversational AI, intelligent automation, and AI-assisted workflows.
• Built local AI applications and developer tools for running, configuring, and interacting with locally hosted language models, gaining experience with local inference, model integration, and privacy-conscious AI workflows.
• Explored Retrieval-Augmented Generation (RAG) approaches to combine language models with external knowledge sources, enabling context-aware responses based on relevant application data and retrieved information.
• Integrated AI services with backend APIs and application components, developing reusable modules for model communication, response processing, error handling, and data exchange.

• Plan & Prepare (Site Design & Readiness): Inventory & Design: Dell PowerEdge R-Series, Aruba Switches (L2/L3), Notebooks/Peripherals; Serial Numbers/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 Scanners, Label Printers), "Go-Bag" (Cables, SFPs, Console Cables)

• Deliver (On-Site Implementation): Endpoints: Swap & Migration (USMT/OneDrive KFM), Peripherals (ATB/BT Printers, Scanners, Boarding Gate HW); 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

• Servers (R-Series): Rack & Stack, Cabling (PDU Redundancy, Fiber/Copper), Labeling/Nomenclature; 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 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-Specific: CUTE/CUPPS/CUSS Terminals; DCS/Amadeus/SITA Connectivity; FIDS (read-only); Bag Tag/Boarding Pass Printing; Changes During 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 (Incident/Recovery)

• Close (Documentation & Handover): Documentation & CMDB: Final Configs (Switch/Server), Topology/Patch Plans, IP Tables, Serial Number/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, Providers (SITA/Amadeus). ITSM: ServiceNow (Inc/Req/Change/KB), Handover to BAU

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

Project: Roadmap for implementing ITIL processes in IT Operations in line with the requirements for Operational Excellence according to CMMI 4 and the current life cycle management under the framework conditions of GRC, SCRUM and DevOps.

• Consulting, coordination and execution of workshops, analyses and gap assessments.
• Determining the current state regarding the implementation of IT processes, interfaces, tools used and KPIs, with a graphical presentation of the maturity level.
• Defining the target state for IT processes, interfaces, tools used and KPIs.
• Designing a recommendation for action and a roadmap for IT Operations Management in a highly critical and highly available IT infrastructure environment.
• Supporting the introduction of the central service management tool Jira Service Desk.
• Coordination and alignment with business departments / stakeholders / architecture (Avaloq, SAP, etc.) / Security / IAM, BCM, etc.
• Consulting on the implementation of IT operations processes, including Incident, Problem, Change / Release, Request and Service Management (including Service Desk).

• Teaching theory and practice and building competencies for agile project management/SCRUM in the Winter semester 2025/26 module of the dual study program

• 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.