ServiceNow Experts in Berlin

• International expansion & segment strategy: Built Germany footprint from zero, scaling to 1,000+ SaaS customers across four European markets, developing vertical value propositions, use cases, and segmentation models
• Planning, OKRs & single source of truth: Designed forecasting frameworks, pipeline diagnostics, territory/quota structures for a 30+ FTE commercial org, and established OKR-driven execution with shared dashboards and decision logs
• Operational excellence, automation & regulated delivery: Applied Lean Six Sigma methods and implemented automation and AI tooling across CRM and reporting, simplifying end-to-end workflows and reducing manual effort by ~25%
• Growth enablement & CX: Owned cross-functional growth experiments that increased activation by 30% and DAUs by 10% in a hybrid PLG + enterprise model
• Change management & cross-functional execution: Set KPI agreements with shared services, championed internal change programs, and drove adoption of new operating rhythms and tooling
• Risk management & portfolio steering: Established risk-aware customer prioritization and partnered with risk and finance teams on portfolio steering and resource allocation

• Work within time-critical operating procedures; coordinate issues with customers, partners and central support.
• Maintain reliable handovers and concise incident communication when service, equipment or routing issues occur.

• Senior program director and enterprise architect with nearly 30 years of operational experience in HR, ERP, security, risk management, finance, PLM and SLM.
• Expertise in IT program and project management, engineering, process management and organizational development.
• Experience working for the world leader in service management software, rail transportation and a leading tier 1 automotive supplier.
• Subject matter expertise in finance, automation processes, logistics, ERP and PLM and integration, including related end-to-end lifecycle data management and enterprise architecture.
• Specializes in managing large and complex engagements, programs and projects from demand, idea and strategy to operation, including stakeholder and change management.
• Expertise areas: HR, ERP, SecOps, integrated risk management, supply chain and operations, finance, SLM, product strategy, lifecycle management, shared services, IT and PLM.
• Industry experience in technology, tier 1 automotive, transportation and logistics, manufacturing, high technology and software industries, banking and insurance, and railway.
• Experience with SecOps (security incident response and vulnerability management), digital portfolio management, integrated risk management, service portfolio management and business continuity planning.
• Experience defining and designing integrated risk management including security and operations (response plans), CMDB initiatives and shared service implementations.
• Implemented integrated risk management including digital business continuity plans, disaster recovery plans, digital maturity assessments and security risk registers.
• Technology skills include SAP, HR, time and attendance, ERP, PLM, ALM, ITSM and CAD systems.
• Experience with cloud-based services and master data management.
• Familiar with TOGAF, IT4IT, SAFe and PPM.
• Project client exposure to companies such as Siemens, BMW, Daimler, BASF, Bayer, Bosch, DHL, DB Schenker, ServiceNow, Bombardier, KION, Johnson Controls, Schaeffler, Deutsche Telekom, SAP, FEMSA, CEMEX, Nestlé, Heineken, Air France/KLM, Airbus, Vodafone, Majorel, Virgin Trains, Equinor, ASML and Volvo.
• Holds a master’s degree in informatics and a bachelor’s degree in applied economics.

• Overall leadership of multiple strategic operations projects focused on workplace services, SLA framework, access management, certificate management, e-learning, backup & recovery, test management, and capacity management, as well as implementing system monitoring and feasibility studies for a 24x7 operation, partly including ServiceNow implementation
• Development of various ServiceNow operating concepts related to training, permissions, and emergency management as part of a new cloud-hosting initiative for the ServiceNow platform
• Board reporting and leading steering committees within the framework of corporate strategic objectives, as well as establishing new balanced scorecards to measure KPIs for optimization-driven project results

• Business analysis of the instant win games segment (financial, IT landscape, organization, customers)
• Gap analysis and resulting requirements, project planning, milestone planning, stakeholder management, risk analysis, project documentation, playbooks
• Successful establishment of sales activities and processes for instant win games

• Led the global ServiceNow HRSD implementation across APAC, Europe, and the Americas, achieving 1.8% agent users supporting 98.2% of employees globally at the intersection of business and IT.
• Owned the product health, backlog, and lifecycle of the HRSD solution, serving 41K+ active users across 30+ locations worldwide.
• Managed business and IT stakeholder alignment for regional rollouts, ensuring successful advancement of digital transformation initiatives.
• Defined and prioritized technical and business requirements to enable scalable and efficient HR processes.
• Co-led Scrum sprint planning and bi-weekly release management, ensuring continuous increment delivery and quality.
• Drove continuous improvement and digital transformation of global HR operations in line with local legal requirements and budgets, including works council approvals and tailored communication and engagement plans to secure global adoption.
• Tools: ServiceNow, SAP SF, JIRA, Tableau, Power BI, Miro, Figma, Confluence, Asana.
• Domains & Skills: Digital Transformation, Product Delivery, Project & Change Management, HR Tech, Product Ownership, Agile Delivery, Stakeholder Management, UX/Data Insights.

• Established the Enterprise Architecture department. Prepared the convergence of IT/OT.
• Mapped the global business application landscape (6 countries).
• Designed a graph model of the application landscape. Stored the results in the open-source graph database Neo4j. Created various reports in the database query language CYPHER and using the visualization component Bloom. Automated generation of IT architecture diagrams.
• Developed an application taxonomy to identify redundant applications.
• Applied Gartner's Software Portfolio Management TIME model (Tolerate, Invest, Migrate, and Eliminate) for portfolio management.
• Enterprise Architecture governance: established architecture guidelines to document measures and decisions.
• Process modeling according to Porter (Value Chain).
• Various architecture approvals of initiative requests and documentation in Architecture Decision Records (ADR).
• Contributed to a RACI matrix for various processes.
• Worked on business capabilities in preparation for a LeanIX rollout.
• Participated in designing IT/OT convergence.
• Established architecture guidelines in a pragmatic company culture. Knowledge about applications and responsibilities was scattered globally.

• Industry: B2B
• Headless frontend with AEM integration
• Key challenge: Migrating a PWA application in live operation based on .NET and legacy code; the entire application must be converted to React and Express.js/TypeScript
• Technical frameworks: Tailwind, XML, JavaScript, Caddy, ReactJS, Express.js, REST API, JSON
• Cloudflare CDN
• Caddy server with GitHub CI/CD pipeline

• Product Owner ServiceNow
• Scrum Master and agile project management for the further development of ServiceNow and its IT interfaces
• Coordination of requirements with all process/service owners and external providers (incident, problem, knowledge, change, service request, catalog, software asset/hardware asset/config management, financial management, SecOPS)
• Management of internal and external software developers
• Coordination of interfaces and catalogs of new IT providers

• Defined and executed the end-to-end vision for Allride’s core mobility product, launching a fully functional mobile app on iOS and Android in under 3 months.
• Led product from 0 to 1 crafting roadmap, aligning teams, and driving execution to meet user needs and business objectives.
• Built a tiered S/M/L/XL subscription model based on mobility usage, launching the first MVP with built-in rewards and coupons to drive adoption of Allride’s recurring plans.
• Designed and implemented a high-conversion referral program that rewarded both referrers and invitees, driving 12% of new user acquisition through organic growth loops.
• Developed and launched Allride for Work, a B2B mobility benefit solution that enabled companies to offer sustainable commute plans to employees, driving corporate adoption and unlocking a new recurring revenue stream.
• Aligned product initiatives with sustainable mobility goals, contributing to rapid growth and early media coverage.

• ISMS and security concept for the Fabasoft e-file according to BSI 200-1/2, among others
• Structural analysis (A.1), modeling (A.3), and baseline protection checks (A.4)
• Preparation for OWASP penetration test, incident response plan, risk analysis
• DevOps Bitbucket, ARC42, IAM with Keycloak/AD, multi-tenant setup, DMS, SOC
• Emergency preparedness concept (BSI 200-4), operations and service concept (BSK), ITSM

• Supported national site migration & the software team
• Installed printers, scanners, network cabinets, antennas, etc.
• Prepared and assigned hardware
• End-user support, administrative & production migrations, stakeholder management
• Ensured workstations were operational
• Configured printers and phased out outdated devices

• Low code development (Zoho One)
• RPA
• Software architecture
• Requirement management
• Process analysis and optimization
• APIs

Led the customer journey for all products to implement them in target systems (Salesforce, Mulesoft, and ServiceNow)

Served as Product Owner for integrations, process mapping, and data protection on TMF standard APIs

Built the end-to-end customer journey in close collaboration with the respective business units, adhering to the out-of-the-box philosophy

Mapped legacy and technical migration portfolios