ServiceNow Expert

• Project management and consulting services with a focus on IT interim management: digitalization of corporate management, including processes and applications
• Assessment of the entire IT infrastructure, including applications, core processes and contracts, including cost optimization
• Evaluation and implementation of solutions to promote digitalization in the company in the areas of property management, CRM, invoice review and approval processes, smart metering, DMS and time tracking
• Digitization of file folders and introduction of SharePoint and Microsoft Teams as central document and communication platforms
• Design and delivery of an AI workshop, including the rollout of AI tools to increase efficiency and transparency in key business processes
• Preparation of training materials and delivery of user training for newly introduced digital processes and solutions

• Managed the integrated SAP S/4HANA delivery plan for 12 BTS workstreams, including milestone, dependency, and governance management.
• Coordinated end-to-end delivery across Business, IT, and Operations, focusing on execution, readiness, and issue resolution.
• Responsible for RAID, test, cutover, and deployment management to ensure a successful go-live.
• Implemented KPI tracking, status reporting, and PMO governance to provide transparent management of performance, risks, and escalations.

• Overall leadership of several strategic operations projects focusing on Workplace Services, SLA Framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as the introduction of system monitoring and feasibility studies for 24x7 operations, in some cases including implementation in ServiceNow
• Creation of various ServiceNow operating concepts covering training, access rights, and emergency management as part of a new cloud hosting initiative for the ServiceNow platform
• Executive board reports and leadership of steering committees as part of company-wide strategic objectives, as well as the establishment of new balanced scorecards for measuring KPIs related to optimization-driven project results

• Strategic planning, detailed technical preparation and operational management of an email gateway migration in a security-critical government environment.
• Preparation of the technical specification and development of technical concepts and migration approaches in line with BSI requirements.
• Technical requirements management with business units, information security and operations.
• Coordination of external service providers, integrators and implementation partners; maintenance of project plans, milestones, resources, risks and dependencies.
• Regular reporting to project management, the program environment and internal stakeholders.

Migration of an existing application to a new IT infrastructure.

• Managed all project activities (infrastructure, applications, data, security, architecture)
• Planned complex network architectures with security requirements
• Designed and coordinated firewall configurations
• Planned and managed interfaces between ERP, cloud, and third-party systems
• Coordinated middleware solutions (e.g. SAP Integration Suite, MuleSoft, Boomi)
• Defined data flows, mapping rules, and integration architectures
• Managed data migrations and master data harmonization
• Coordinated with business departments, IT teams, service providers, and external partners
• Team size: International team of 35 employees – Germany | Poland | India | USA
• Languages: English

Tools: Microsoft Office (Word, Excel, PowerPoint, Project), Brainloop, Jira, Confluence, MS SharePoint

• Introduction of a new digital product to the Chinese market as part of a global growth strategy.

• Point of contact and coordinating interface between central product management, local Chinese teams and international stakeholders.

• Management of the entire program to coordinate complex digital projects.

• Successful market launch of a digital product in China (including successful certification for the Chinese market).

• Balancing local requirements with global priorities while taking tax and regulatory requirements into account.

• Introduction of a new way of working to improve collaboration and coordination across locations.

• Development and implementation of a scaling strategy for the digital business model in China.

• Use of Jira, Confluence, Miro, Scrum, agile working, SAFe.

• Project language: English.

• Requirements management, process planning, interface function, ISMS setup, and documentation
• Setup and establishment of an ISMS according to ISO 27001 and establishment of emergency management / ITSCM
• Coordination of the circumstances with the public-sector IT service provider
• Consideration of KRITIS relevance within the scope and implementation of a B3S
• Development of requirements for document control and the continuous improvement process
• Preparation of relevant project documents
• Analysis of existing processes and preparation of guidelines
• Requirements gathering for ISMS and ITSCM and coordination with the IT service provider, including definition of interfaces
• Analysis of communication processes and escalation paths
• Review of documents for risk management, ISMS, emergency preparedness, and emergency response
• Redesign of the complete documentation and preparation of new relevant documents
• Development of necessary rules, policies, and concepts
• Interface between customer and service provider to ensure document quality
• Coordination of protection needs with specialist departments, particularly regarding KRITIS relevance, and planning of resulting measures
• Development of preventive measures to minimize the risk of data center outages in scenarios such as pandemics or ransomware attacks
• Definition of the test strategy for IT emergency exercises
• Initiation of necessary awareness training measures for specialist departments
• External Information Security Officer
• Introduction of document control

Using periods between projects to deepen leadership skills and Change Management methods.

• Personnel and culture development: Supporting specialists and managers with professional reorientation and providing strategic coaching for successful self-presentation.

• Empowerment & Performance Coaching: Conducting systemic personality assessments to identify performance bottlenecks and specifically develop strengths within teams.

• Moderation & Training: Managing interdisciplinary workshop and seminar groups in both industrial-technical and commercial environments.

• Project: ESU Windows and SQL Server Consolidation / Configuration Management in ServiceNow
• Prepared an as-is analysis of all servers worldwide
• Prepared an as-is analysis of all SQL servers worldwide
• Conducted requirements analyses for SQL and server migrations
• Coordinated requirements with partners for migrations to Hyper-V (on-premises) or Azure Cloud
• Facilitated regular status meetings (Jour Fixe)
• Developed roadmaps and solution models for server migrations
• Set up test scenarios
• Facilitated workshops for the rollout of a global admin team
• Designed data models (CMDB) in ServiceNow
• Led workshops for the CMDB data model
• Developed solution models for the CMDB
• Created end-to-end configuration documentation and work instructions for the CMDB
• Prepared reports for license management
• Defined KPIs for data quality in ServiceNow
• Created a service catalog
• Facilitated workshops to define service requests
• Acted as interface between requirements analysis and the ServiceNow development team
• Systems used: Windows 7, Windows 10, Microsoft Office 365/2010, Windows Server 20xx, SQL Server 20xx, SharePoint, Azure Cloud, Hyper-V, ServiceNow, various tools

• Supported the strategic realignment of an HR organization affecting 4,500 employees; analyzed structures, roles, processes and governance and supported the introduction of a new HR partner model (public administration)

• Repaired a broken “ScrumBan” process, then established a pure Kanban system; increased output in the Kanban flow by 22% within four weeks

• Increased team autonomy and decision-making ability by implementing new decision strategies; resulting in up to 25% better outcomes

• Redesigned retrospectives (including one-to-one coaching and workshops), which led to consistent implementation of the resulting action items

• Intensive coaching of Product Owners (POs) to develop and support “Empowered Teams”, alongside leadership development to place agile frameworks and methods in a realistic context (“de-illusioning”)

• Supported change management processes to promote an agile company culture among management and teams, improving internal communication to increase transparency and effectiveness in agile processes

• New development and further development of the existing MS Dynamics CRM

IT systems: Microsoft Dynamics Customer Service, SharePoint, DevOps, SAP IS-U

• CRM implementation / further development
• Taking over from the previous service provider
• Business process analysis
• Agile project organization
• Business analysis / requirements engineering with AI support
• Use of AI in development
• Analysis of master data processes
• CRM customer data management
• Requirements documentation
• Stakeholder management
• Workshop moderation

• Electronics – Surface Solutions | Carve-out of IT, data and system landscape*

• Separation of a full business division's IT, data and system landscape following divestment; centrally governed investment envelope in the three-digit m€ range

• Laboratory notebook and laboratory analytics platform stream: Palantir Foundry, Snowflake, Signals Notebook, Power BI and connected laboratory instrumentation; site transition completed without interruption to laboratory operations

• Decision authority and escalation point for business, IT infrastructure, IT security and vendors; separation executed across globally distributed users and systems, handed over on schedule