OpenText Expert in Germany

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

• Introduced a unified test strategy to establish quality gates and define test activities for the 'ICaruS' subproject of the Bundeswehr

• Built and implemented manual and automated tests, set up the test infrastructure, and introduced test management tools

• Established KPIs and dashboards to present and distribute test metrics to project team members and stakeholders

• Technologies used: Playwright, TypeScript, REST, PEGA Systems, Jira, HP ALM, GitLab Runner, Kubernetes, Git, VS Code, Angular, Scrum

• Defined S/4HANA finance solution architecture and led full project lifecycle — Blueprint through Hypercare — for global rollout.
• Designed global finance templates and COPA characteristics, harmonizing financial reporting across business units.
• Implemented role-based authorizations, SOD controls, and master data governance; managed provisioning and training for 200+ users.
• Coordinated cross-module integrations (MM, SD, PP) and third-party systems (Salesforce, SAP DRC, E-Invoicing), reducing month-end close from 5 days to 2 days.
• Prepared functional specifications, supported ABAP development, and drove problem management practices that reduced recurring incidents.

• Transition of Microsoft Azure operations to BTC AG
• Responsibility: budget of €60k
• Staff: leadership of 5 people
• Tools: Office 365, JIRA, Confluence

Transformation of the core banking system landscape from host systems to a SAP-based architecture (SAP BP, CML, CMS, CYT) including the introduction of a building savings solution based on iBS – BASS as well as S/4HANA transformation (brownfield)

• Test management & control
• Responsibility for test management in the SAP Business Partner area incl. control of a test portfolio with >1,500 test cases
• Preparation and management of >5 test cycles / releases
• Functional and organizational management of test teams
• Ensuring stable test execution despite high system complexity and dependencies
• Integration & system stabilization
• Coordination of cross-system test activities in a heterogeneous architecture (SAP, MDM, host, surrounding systems)
• Support for the integration and stabilization of complex system landscapes with >10 connected systems
• Stabilization of synchronization between SAP Business Partner, MDM and host systems
• Ensuring stable data and process flows as a basis for functioning business processes
• Defect management & quality
• Functional analysis, prioritization and control of defects
• Conducting structured root cause analyses
• Sustainable reduction of critical errors in business-critical processes
• Architecture & systems
• Participation in architecture design as well as ongoing support and further development of the system landscape
• Setup and support of test systems
• Conducting load and performance tests
• Enablement & go-live
• Conducting >30 trainings with a total of >150 participants
• Enabling business departments to carry out tests and error analysis independently
• Ensuring go-live readiness of business-critical processes
• Active protection of productive releases through targeted test control and risk focus
• Critical project situations
• Leading task forces to stabilize critical interfaces and processes

LOIS is the central integration platform that enables the processes between all REWE applications across the entire supply chain. As an IT Business Engineer, I support the NEO program in renewing the logistics integration platform "LOIS" for REWE and Penny in Germany and Europe.

Implementation of anti-money laundering requirements in accordance with AMLA/KYC for an international large bank in Munich

Services provided:

• Clarification of the assignment, definition of the work package structure for the AMLA/KYC implementation project
• AI-supported project planning using my own AI workflow for project management
• Creation of the project management plan
• Resource and capacity planning
• Development of collaboration structures between IT service provider and bank client
• Alignment of responsibilities (RACI matrix)
• Management of 5 project members (core team)
• Project control, project monitoring, project reporting
• Communication management
• Escalation management
• Stakeholder management (11 stakeholders)
• Permanent member of the steering committee
• Project representation internally and externally
• Project reporting, management of decision-making bodies
• Project volume: 506 person-days (development effort)
• Risk management
• Quality management
• Organization and running of workshops

Methods: PMI PMBOK, EVM, GWG, DORA, BAIT, KANBAN, AML, AMLR, AMLA, GWG, KYC

IT environment: JIRA, Confluence, Sharepoint, Kantata Kimble, AI LLM Copilot, ChatGPT, anti-money laundering systems (in-house developments and SMARAGD)

As part of the preparation and operational support of a business succession:

• Company analysis: Analysis of the overall economic, organizational and structural situation (current state, strengths/weaknesses, risk potentials)
• Process analysis: Recording and documentation of all relevant business processes (BPMN, UML) in the areas of management, finance, procurement, sales and operations
• Process optimization: Identification of weaknesses and inefficiencies, development and operational implementation of improvement measures
• Stakeholder management: Identification and analysis of all relevant internal and external stakeholders; structured communication and coordination with previous and future owners, shareholders and employees
• Change management: Supporting the workforce and management through the handover process; building acceptance and trust among all participants
• Governance & documentation: Creation and handover of structured operation manuals, process documentation and organizational handbook for the new business owner
• Risk & vulnerability analysis: Assessment of operational and strategic risks in the handover process and development of recommended actions
• Operational support: Interim takeover of leadership tasks; ensuring business continuity during the transition phase

• Conducted manual testing for claims creation, forwarding, repair cost calculation, parts selection and logging on the Gold.dat.de platform
• Automated key processes using ASKUI, including login, claim creation, calculations and parts selection
• Simulated user interactions (e.g., drag-and-drop) with ASKUI
• Integrated automated tests into CI/CD pipelines for early error detection
• Executed over 50 test scenarios and identified critical defects
• Reduced test time by 50% through automation
• Improved platform quality and user experience

• Extracted relevant infotypes from SAP HCM for migration to SuccessFactors Employee Central and mapping to ECP fields.

• Configured P2P integration including BAPI setup and secured data exchange with HTTPS and OAuth protocols.

• Set up foundational settings in Recruiting (REC) including roles, permissions, and job requisition templates.

• Implemented Career Site Builder to create a branded candidate experience and integrated external job boards.

• Configured candidate application workflows, screening, interviewing, and hiring communication templates.

• Set up pre-screening questions and assessment tools including DHB sanction list checks.

• Implemented automated background check and KYC integration with external vendors in the REC module.

• Localized job requisition templates to reflect regional job titles and regulatory compliance.

• Customized onboarding document templates and localized document archiving protocols (DRTM).

• Adjusted onboarding forms to capture country-specific employee information including Form I-9.

• Enabled Form I-9 remote document verification and integrated eVerify with SuccessFactors.

• Set up automated reminders for employees and HR to complete I-9 sections within deadlines.

• Configured pre-Day 1 access for new hires to complete tasks and mandatory trainings prior to start date.

• Enabled e-signature integration for onboarding documents to support remote verification.

• Technologies: SAP SuccessFactors, BTP, CPI, HCM onPremise, EC, ECP, REC, ONB, Form I-9, eVerify, S4HANA.

As the Solution Architect for Agentic AI in auto claims processing, I led global customer delivery implementations, encompassing solution design and detailing, multi-tenancy, process flows, integration with third-party solutions, and localization requirements.

• Architectural Analysis: Conducted in-depth analysis of business requirements, managing requirements and creating detailed specifications.
• Service Definition: Developed comprehensive technical definitions for services and integration contracts.
• AI Process Management: Automated AI process management, focusing on analysis, optimization, and continuous improvement.
• Requirements Gathering: Facilitated requirement-gathering sessions and analyzed business processes to identify optimization opportunities.
• Agile Collaboration: Employed agile methodologies, working closely with stakeholders to ensure alignment and responsiveness.
• Technical Support: Assisted senior management with technical analyses and deliverability assessments.

• Responsible for business development, sales, partnerships, and marketing
• Project management and business analysis for regulatory and strategic projects
• Test management
• Expert in digitalization strategies
• Expert in new EU regulations and legislative changes
• Expert in client-related projects
• Implementations in asset management and in the banking sector

• SAP S/4HANA, OTC, 2nd & 3rd level support, project implementation of S/4HANA Cloud Private Sales & Services
• SAP SCM/OTC/P2P/LE/CS/PS, S/4HANA Private Cloud (Sales, Services), CPI, SAP Business Technology Platform (BTP), EDI, IDoc, ABAP, user exits, SAP Activate, ITIL, SAP Cloud ALM
• Support and consulting for integration of SAP ECC into new business areas in SAP S/4HANA
• Decommissioning legacy systems and implementation of the new harmonized SAP S/4HANA landscape
• Process optimization in SAP S/4HANA and support for daily requests from business users and key users
• Project implementation of S/4HANA Private Cloud Sales & Services
• Responsibility for the SCM stream within the global template
• Process design with Signavio and creation of Business Process Documents (BPD)
• Creation of functional design specifications (FS, TS) including interface design and WRICEF objects
• Ensuring integration of PTP with FI/CO, O2C and EWM through SAP customizing
• Migration from SAP ECC to SAP S/4HANA Private Cloud to replace legacy systems and implement a harmonized system landscape
• SAP BTP & CPI: extension of Cloud Platform Integration (CPI), integration of PTP with FI/CO, O2C and EWM, optimization of cloud-based services
• Analysis and evaluation of existing SCM processes in the SAP S/4HANA Private Cloud environment
• Design of integrated solutions in OTC, P2P, EWM, LE and PP including forecasting and capacity planning
• Extension of transportation processes in SAP TM and SAP LE-TRA to support multimodal transports focusing on rail freight and integration of external rail logistics providers via EDI (VDA, EDIFACT)
• Consulting on further migration to SAP S/4HANA Supply Chain
• Functional consulting on developed supply chain processes
• Management of SAP CCS processes for contract types and bonus agreements
• Execution and maintenance of distributions and settlement keys
• Support for integration of transfer rules into the CCS model
• Documentation of CCS process changes for traceability and compliance
• Customizing and optimization in OTC: condition maintenance for pricing, materials, freight, customers, price & material groups; extension of sales document types, item categories, credit memos, down payments and prepayments with pricing procedure, condition types, access sequences, condition tables, condition records, billing types, invoice types, item categories, sales document types, reconciliation accounts, tax accounts; integration with FI/CO for accounting and financial closing; bonus settlements; delivery process optimization; configuration of delivery schedule types with account determination; creation of schedule line categories for delivery schedules; maintenance of schedule lines for delivery schedule types; schedule line determination settings such as order date, delivery date, availability check rules, returns etc.
• Customizing and optimization in P2P: purchase requisitions, purchase orders, document types (reason codes for ordering, rejection and blocking), scheduling agreements and stock transfer schedules; maintenance of material master and vendor master; payment terms; Incoterms; purchasing groups; purchase prices; quota agreements; contracts; purchasing info records; release procedures (characteristics, classes and release strategies); message control; maintenance of vendor master data; assignment of purchasing info records to materials and vendors; configuration of vendor evaluation with weightings; execution and adjustment of material requirements planning processes; creation of detailed functional specifications for P2P processes such as goods receipt (MIGO), goods issue, purchase requisitions and orders; ensuring data quality and master data maintenance in tables such as MARA, LFA1 and LFB1 etc.
• SAP Fiori: extension and customizing of Fiori apps to improve usability and efficiency; implementation of analytical Fiori apps to monitor KPIs and processes; workflow optimization and UI adaptations for enhanced user experience in SAP S/4HANA Private Cloud
• Process modeling in Signavio; optimization and documentation of business processes; workshops and training on process modeling
• 2nd & 3rd level support in OTC, P2P, CS, PS modules (SCM): incident and change tickets; processing, resolution and documentation of SAP user requests; feasibility analysis for change requests; process optimization; service management with SAP CS; Cloud for Customer (C4C) for modern customer service processes; migration of SAP CS to S/4HANA Field Service Management (FSM); use of embedded analytics for service processes
• Customizing, testing, documentation, training; ensuring integration and collaboration between O2C, P2P and FI/CO modules for supply chain optimization; feasibility analysis; effort estimation; debugging; programming; IDoc and EDI monitoring etc.
• 2nd & 3rd level support in C4C Sales and Services: opportunities, surveys, user creation and authorizations; extension of Business Technology Platform; enhancement of CPI interface; customization of customer and material master data; orders; quotations; equipment; service notifications; surveys; tasks; PS orders; integration of PTP with FI/CO, O2C and EWM; ensuring integration and maintenance of MRP processes etc.
• Responsibility for process analysis and design in export processing, Intrastat and customs management in compliance with international trade regulations (e.g. export control, preference agreements, dual-use)
• Integration and optimization of Intrastat reporting in SAP SD including maintenance of statistical commodity codes, country of origin, tariff codes etc.
• Customizing in SAP SD foreign trade (SD-FT/FTT) for customs-relevant fields and processes
• Coordination and preparation for integration with SAP GTS, including ATLAS reporting, embargo checks, export control and tariff determination
• Collaboration with customs authorities and logistics providers on export declarations and approval processes
• Creation of test cases for customs processes, export documents, commercial invoices, export declarations etc.
• MDG (Master Data Governance): data quality and maintenance of master data in relevant tables (e.g. MARA, LFA1, LFB1); change requests for master data maintenance in O2C/P2P
• SAP S/4HANA migration: support for migration from SAP R/3 to SAP S/4HANA, including data migration, process optimization and system harmonization; support for global rollouts for subsidiaries in multiple countries; experience in developing SAP templates for global implementations
• ABAP: development and optimization of programs to extend functionalities in O2C and P2P modules; debugging and troubleshooting; customization and enhancement of user exits for customer-specific requirements; IDoc and EDI monitoring

• Introduction of giro card with Visa Debit card payment function (Combocard) for Commerzbank
• Support for the Card Processing Team (card processing; Clearing & Settlement incl. Dispute Management teams) in project work
• Creation of requirements for the Clearing & Settlement team, Authorization team (AZ) and Card Production team (KP) as part of a requirements catalog
• Requirements engineering (requirements management) with business contact person
• Participation in workstream meetings between VISA Inc., SRC Security Research & Consulting GmbH, Commerzbank AG and consulting firms (PwC and Senacor Technologies AG)
• Sprint planning with Jira tickets of type Task and use of Confluence
• Creation and presentation of weekly status reports for the Clearing & Settlement, Dispute Management and Reporting & GUI workstreams
• Coordination with network and file transfer teams for connection tests of new interfaces, e.g. setup of host keys, use of VPN or sipnet connections
• Coordination of the delivery of test files, e.g. exchange rates (FX rates; TC 56 of VISA rates), VISA Debit and Credit transactions (format Base II) and EANSS/ISS Base II clearing files to the Debit Clearing System (DCS)
• Conducting coordination meetings on the use of Visanet Settlement Service (VSS) and PSD2 reports and payment traffic statistics (ZVS)
• Organizing workshops with FiServ (First Data) on Dispute Management and complaint handling
• Setup and maintenance of Open Point List (OPL) in Confluence
• Technologies/methods: Jira, Confluence, giro card, VISA Debit card, payments, Kanban board, BIN, routing, CIQ, VPAY, ScalaTest, Dispute Management