OTRS Experts 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

As PMO for the key topics of the IT Planning Council for Saxony-Anhalt, I am responsible for monitoring the four funded projects in Saxony-Anhalt with regard to compliance with the funding guidelines, state budget regulations, project standards, scope, and achievement of goals.

• Central PMO for four digitalization and funding projects within the digital strategy of the state of Saxony-Anhalt
• Overall coordination and steering of the projects in cooperation with the ministry, FITKO, and project leads
• Planning, structuring, and tracking of project milestones, dates, and work packages
• Creation and maintenance of project, status, and final documentation
• Establishment and execution of cross-project reporting to ensure transparency and traceability
• Execution of budget and cost controlling as well as support in the financial steering of the projects
• Setup and ongoing maintenance of cross-project risk management including assessment, action planning, and escalation
• Coordination of change management including assessment, planning, and tracking of change requests
• Monitoring of project progress through target/actual comparisons and derivation of optimization and steering measures
• Coordination and communication with all relevant stakeholders via defined contacts
• Support in complying with funding, procurement, and budget law requirements
• Preparation and moderation of status meetings and management reviews
• Ensuring transparent, on-time, and quality-focused project execution across multiple parallel funding projects.

• Administration and further development of the M365 environment including Teams, Exchange Online, Intune and SharePoint Online
• Development of dashboards for performance monitoring using Microsoft Power BI
• Implementation of user requirements and processes with low-code/no-code technologies (Power Apps, Power Automate)
• Use of Jira and Azure DevOps to plan and implement user stories in an agile project context
• Participation in daily stand-ups, sprint planning, sprint reviews and retrospectives as technical point of contact
• Planning and implementation of security policies using Azure Conditional Access and multi-factor authentication
• Configuration and deployment of clients and applications via MECM (SCCM) and Baramundi

Retained by the client as external advisory anchor following build-up and handover of the programme. I continued to serve as an external mentor/advisor to the internal programme manager, focusing on

• governance,
• risk and dependency management,
• stakeholder alignment,
• delivery discipline and
• change adoption.

• AI Integration (LLM & RAG): Design and build of an internal intelligent RAG system (Retrieval-Augmented Generation) based on LLMs, n8n, and vector data for the automated analysis of technical documents and error logs.
• Design & Implementation: Design of a robust RS-232/UART communication interface for an SBC-based embedded device to control medical shaker systems.
• Architecture & Protocol Design: Implementation of a highly maintainable software structure (OOP, SOLID) and definition of hardware-close, resilient communication protocols including multithreading and advanced error handling.
• Quality Assurance & DevOps: Test automation using xUnit, integration tests directly on the hardware target, and maintenance of technical documentation according to strict medical technology standards via Azure DevOps.

Label: C#, .NET, LLMs, RAG, n8n, RS-232, UART, Multithreading, async/await, xUnit, gRPC/protobuf, Blazor, MudBlazor, EF Core, Visual Studio 2026, Azure DevOps

• Support for one of the largest logistics service providers in handling ServiceNow tickets in the areas of SAP MDG, Business Partner (BP), customer and supplier master data
• Technical analysis and resolution of tickets through in-depth review of various database tables
• Creation and maintenance of accounting clerks in the system
• Deactivation of company codes using transports
• Carrying out mass changes with LSMW (Legacy System Migration Workbench)

• IaC & Automation: Designed and automated provisioning of about 40 Linux servers and cloud resources using Terraform and Ansible (reducing manual effort by over 80%).
• Container Orchestration: Built and operated two production Kubernetes clusters with 70+ Docker containers to ensure high availability, scalability, and self-healing.
• CI/CD Optimization: Developed and maintained 15+ CI/CD pipelines with Jenkins and GitHub Actions (shortening deployment times from several hours to under 15 minutes).
• OS Hardening & Operations: Automated patch management, OS configuration, and security hardening for 40+ Linux servers with Ansible to improve compliance.
• Monitoring & Alerting: Implemented centralized monitoring and alerting solutions for proactive issue detection and minimized system downtime.
• Cross-Functional Collaboration: Worked across Dev, Ops, and Security teams to establish DevOps best practices and infrastructure-as-code standards.

• IT/OT infrastructure projects (agile & hybrid) for the plant in Laaken/Wuppertal.
• Execution of projects in the areas of ePlan, Desigo CC, Performance Observer, Izytronic, Digital Signage, UPS and IT security.
• IT environment: Office 365, SharePoint, MS Project, MS Teams, ServiceNow.

• Finalized partner contracts with application providers for portfolio management (OnePlanTM) and project controlling (ForProjectTM), with ongoing online qualification in the use and implementation of the tools
• Project management for the relaunch of the company website with a focus on these applications
• Development and implementation of about 60 PM standard methods according to ICB4 and PMBoK8 in the Microsoft scenario as CLAUDE - AI Agents (Agentic AI) and a database application, integrated in M365 and MS Project on CLAUDE.
• Definition of PMSP Project Management Standard Process, CMSP Change Management Standard Process, QMSB Quality Management Process to automate PM processes with the goal of launching in the cloud.
• Application development of an organizing system (table of contents TOC) for ChatGPT chats and projects.
• Tools: LinkedIn, ChatGPT, Gemini, Infinity, MS CoPilot, OnePlan, EVMS, Power Automate, SQLDB, O365, MS Project, MS Cloud, ICB4, PMBoK7, CLAUDE, GEMINI, CHATGPT

• Interim management, strategy, organization, and management consulting

• 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

• The client is undergoing a comprehensive transformation. All SAP ECC landscapes worldwide are being migrated to SAP S/4HANA, with the goal of introducing a global standard template.

• The program also includes the migration and modernization initiative "RISE with SAP", which may involve migrating selected country installations to the SAP Private Cloud.

• On the stakeholder side, the program's reporting line extends up to the company's board and the implementation partner's board.

• Fiserv Germany's ERP landscape currently includes several non-standard SAP tools and applications that extend the ECC environment's functionality and often integrate with downstream systems. As part of the move to SAP S/4HANA, it is essential to assess the core functionality, integration points, and future viability of these applications to determine their alignment with the target architecture.

• The focus of the role is to provide expert advice and assessment to define the scope, strategy, and roadmap for migrating Fiserv Germany's SAP ECC system to SAP S/4HANA.

• SAP's recommended best practices are followed, and a structured approach is used to ensure a smooth transition with minimal disruption while maximizing business value.

• This assessment forms the basis for a successful SAP S/4HANA transformation, ensuring alignment with industry best practices, regulatory compliance, and future scalability.

• Migration strategy definition – evaluating available transition approaches based on business objectives, technical feasibility, and SAP best practices.

• Technical readiness assessment – conducting a system analysis to assess compatibility, custom code impact, data volume management, integration points, and infrastructure readiness for SAP S/4HANA.

• Business process impact analysis – reviewing the latest business process documentation to define the scope and effort needed to implement required functions in SAP S/4HANA and identify process optimization opportunities.

• Roadmap for non-SAP systems and applications – evaluating third-party and legacy applications for SAP S/4HANA integration and recommending consolidation, migration, or replacement strategies.

• Deployment & implementation planning – defining a phased rollout approach, including project timelines, risk mitigation strategies, and key milestones aligned with business priorities.

• The transformation is carried out in phases: the discovery phase leads to the explore phase, which then leads to the design phase and finally to the implementation phase.

• Program management

• Change management

• Requirements management

• Transition management

• Stakeholder management

• Risk management

• Comprehensive coordination

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

• User account management and creation in Active Directory
• Group management and modification in Active Directory
• Permission management on file servers
• Exchange/Outlook support
• VPN setup
• System and product support: Windows 10, Windows 11, Office 2019, Office 365, Active Directory, TeamViewer, RSA VPN, Microsoft Teams, RSA Security Console, Deep Discovery Mail Inspector, ServiceNow, Macmon