ServiceNow Experts in Dusseldorf

• Created data pipelines and visualization tools to support sustainable energy decision-making
• Developed insights that could optimize renewable energy deployment and grid integration strategies

• Led the subproject for implementing Vulnerability Response as part of DORA
• Documented the current processes in compliance, risk & security
• Created the functional design for introducing application, infrastructure, and cloud vulnerabilities
• Agile management of the integration service provider, the technical department, and the company's cross-functional teams
• Integrated the V scanners Tenable, Qualys and Defender, as well as NVD and CISA/KEV
• Integrated GitLab Ultimate for importing and processing SBOMs
• Developed automation rules to match scan results with CIs in the CMDB, assign vulnerabilities and remediation tasks, handle approvals (false positives, exceptions) and closures
• Calculated multiple risk scores and priorities
• Defined dashboards and reports (Workspaces, Performance Analytics)
• Aligned the new processes, especially to improve the CMDB data quality (according to CSDM)

• Service owner of the receivables management platform Ikarus
• Management and coordination of external 1st-level service providers
• Team leadership and building ITIL-compliant support structures
• Managing the handover to 3rd-level support (internal & external, incl. vendor/development)
• Stakeholder management between the business unit, IT, and external partners
• Jira ticket automations and maintenance of Confluence documentation

• Ensured 99%+ platform availability across Android, iOS, and web, maintaining zero customer-impact and zero P1 incidents through proactive monitoring and risk mitigation.

• Led Incident, Problem, and Change Management with offshore operations and vendors, driving rapid issue resolution and improving product stability.

• Partnered with QA teams and international OpCos to validate defects, reproduce issues, and enhance product quality using real-time customer insights.

• Managed end-to-end lifecycle activities including platform migrations, infrastructure upgrades, certificate renewals, and integrations (Identity, API, Messaging).

• Established operational excellence and governance by designing service support models, leading Early Life Support (ELS) and post-launch stabilization, delivering KPI reporting, and ensuring seamless transition from project to service management.

• Product: Secure Net - Classic, Converged & Home Wifi Protect

• Product Description: The all-in-one digital security service that helps keep you and your family safe online when using the Vodafone (Mobile and Broadband) network. Get alerts if your personal information shows up anywhere it shouldn't, whilst we find and block malicious content across all your devices using.

• Clients: Vodafone OpCos - Spain, Italy, UK, Ireland, Greece, Turkey, Germany, Portugal, Romania

• Role & Location: Service Manager for Lifecycle and Operations at Düsseldorf, Germany

Worked with/on: ITSM Remedy, Jira, Confluence, Splunk, Dynatrace, Tableau, Mongo DB, Google Analytics, App Follow

• Evaluate, design, and implement Power BI solutions for Cat4 reporting, significantly improving reporting efficiency, accuracy, and stakeholder visibility.
• Develop and maintain robust data integration interfaces between Cat4 and Power BI, eliminating manual processing bottlenecks.
• Configure and continuously optimise Power BI reports to deliver sharper management insights and support data-driven decision-making.
• Ensure full GDPR data protection compliance across Power BI reports, proactively identifying and mitigating risks.
• Acquired in-depth product knowledge of CAT4, a globally deployed enterprise platform, enabling effective requirements analysis, solution design, and seamless Power BI integration across client environments.
• Developed and integrated scalable reporting templates within the CAT4 product interface, delivering new product features and enhancing data visualisation, reporting efficiency, and stakeholder visibility across global users.
• Trained and mentored staff on Power BI configuration and best practices, accelerating adoption and embedding a data-driven culture.
• Prepared clear technical documentation and delivered hands-on demonstrations to end users and clients, ensuring smooth adoption and confident use of Power BI solutions integrated with CAT4.
• Researched and recommended licensing strategies for cost-effective and scalable Power BI deployment.

SKILLS - BI & Visualisation: Power BI (Desktop, Service, Report Builder), DAX, Power Query

Project and Product Management Tool: CAT4

• Executed post-carve-out stabilization, system consolidation and cybersecurity uplift. Re-assessed system landscape and assets and designed new IT strategy for future. Implemented new IT operating model focusing on product-centric organization and re-internalization of critical resources.
• Successfully designed new IT operating model of the company, based on massive reduction of external dependencies, insourcing of key positions and upskilling of employees.
• Massive reduction of IT cost in the first three years (-40m$), bringing IT spend level below Gartner industry benchmark (1.27%).
• Introduced new product-centric organization based on fusion teams between business and IT across the company.
• Administered implementation of corporate-wide IT/OT cybersecurity program with more than 60 projects.
• Continuous improvement of enterprise IT/OT cybersecurity maturity level with significant increase in the first two years (CMMI >3.5, C2M2 >2.5).
• Governed successful implementation of the business transformation program within IT area by overachieving the savings target by $8m.
• Initiated and created new cloud-based data management platform based on best-in-class technology.
• Implemented first company-wide Microsoft Copilot AI program based on various business cases, leveraging GenAI and AgenticAI.

• 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

• Processing entries in the Third Party Risk Management (TPRM) process
• Conducting clean-ups of existing business relationships
• Creating, processing, and documenting requests
• Reviewing entries from process participants based on existing files
• Collaborating with risk SMEs (Subject Matter Experts) and vendor contacts
• Working closely with procurement, information security, and data protection to align business requirements
• Implementing regulatory requirements (VAIT, DORA) and ensuring compliance and risk management

• Supporting the DevOps team in Terraform-managed, multi-region AWS infrastructure to achieve environment parity.
• Developed end-to-end CI/CD pipelines using AWS CodePipeline, CodeBuild, and CodeDeploy, automating the build and deployment.
• Maintained pre- and post-deployment scripts to automate critical tasks such as database schema migrations and environment sanity checks.
• Implemented CI/CD flow specifically for hotfixes via separate Git branches, managing back-merge activities from feature branches to release branches to ensure code integrity through automated conflict resolution.
• Deployed a dedicated, lightweight sanity check application hosted cost-effectively on Azure Container Apps to run automated health and basic functional checks as a post-deployment activity triggered via pipeline.
• Investigated production incidents through code changes and AWS CloudWatch logs.
• Coordinated integration of Dynatrace APM and its APIs for monitoring purposes.
• Full stack QA strategist for a high-traffic e-commerce platform built on a layered architecture for the back-end testing of core platform services, especially the order management system in Zed and Glue layers.
• Managed automation activities, testing process, and refactoring practices.
• Responsible for framework migrations, setup, and training for new automation frameworks.
• Promoted a shift-left approach within the QA team and created the test concept.
• Participated in meetings with IT managers, business owners, product owners, and team members.

• Introduction of a central change process
• Technical support for the operational implementation of changes (ITIL technical change management)
• Co-design and technical implementation of digital processes

• Support for the transition to the provider
• Quality assurance in developing operations manuals
• Operational performance management of the provider

• Enterprise application packaging and deployment for Allianz's global Windows migration programs across Europe, North America, and APAC
• Migrated hundreds of enterprise applications from Windows 10 VDI to Microsoft Azure Windows 365 (Windows 11)
• Created software packages in MSI/MST, FlexApp, PSADT 3/4, and App-V according to enterprise packaging standards
• Developed an ASP.NET packaging automation platform with MongoDB, SQL Server, SharePoint, and Outlook integration
• Built PowerShell modules for automated quality checks of MSI and FlexApp packages
• Developed a release conflict detection module in PowerShell to identify potential deployment issues before production
• Created WDAC monitoring scripts for automated policy oversight and incident response
• Implemented MSGraph API calls in PowerShell for Azure AD and Intune operations
• Created Citrix oData scripts for historical usage analysis (BYOD, VDI, fat clients)
• Developed an Intune Win32 app 'Do Not Disturb' deployment routine for an optimal user experience
• First point of contact for troubleshooting production incidents with packaged applications
• Coordinated application owner, UAT, and release testing for hundreds of deployments
• Administered Microsoft Intune, Citrix environments, and SQL Server security
• Created and tested WDAC policies in Intune; managed configuration policies and Win32 app deployments
• Primary packaging resource for Allianz France since 2019

• Led end-to-end delivery of WHOacademy.org, defining product vision, success metrics, and execution strategy for a global learning platform built on Open edX and hosted on Azure.
• Drove program execution across cross-functional teams (UX, frontend, backend, mobile, DevOps, content), coordinating delivery of web (JavaScript) and iOS/Android applications through structured CI/CD pipelines, ensuring predictable, high-quality releases.
• Managed senior stakeholders across multiple WHO entities and external partners, aligning priorities, roadmap, and KPIs to measurable outcomes including platform adoption, performance, scalability, and learner engagement.
• Oversaw vendor and partner performance, ensuring compliance with SLAs, timelines, security, and quality standards.
• Led complex multi-organization migrations (IARC, PAHO, WPRO, OpenWHO), managing course, user, and data transitions with minimal disruption and clear risk governance.
• Provided post-launch Level 2 production support, collaborating with Global Service Desk teams and leveraging ServiceNow for incident, problem, and change management, ensuring platform stability and continuous improvement based on operational metrics.

• Led SampleManager LIMS 21.x & LabWare LIMS v8 implementation, reducing manual lab errors by 40% and improving data traceability.
• Configured LW LIMS & SM LIMS 21.2: workflow design, role-based access control (RBAC), and master data management.
• Designed and configured LES workflows: sample lifecycle management, test assignments, approvals, and result review processes.
• Managed Master Menu and CI configuration, ensuring consistency, data integrity, and regulatory compliance.
• Integrated LIMS 21.2 with MES, ERP, EM, WinKQCL (Lonza MODA), SoftMax Pro, Empower, and Chromeleon CDS via REST APIs and web services.
• Implemented PAS-X MES: architecture design, multi-platform implementation (PAS-X, Siemens Opcenter), and integration with PLC, SCADA, and DCS systems.
• Executed IQ/OQ/PQ qualification protocols and Validation Summary Reports (VSR) for QC analytical and utility systems in aseptic and sterile production environments.
• Developed and reviewed Risk Assessments, Traceability Matrices, and Data Integrity evaluations in accordance with ALCOA+, 21 CFR Part 11, and EU Annex 11.
• Led EMA/FDA/WHO inspection readiness, standardized CQV SOPs, enabled digital CQV integration (LIMS/CDS/MES/SCADA/ERP/SDMS), and ensured 21 CFR Part 11 & Annex 11 compliance.
• Managed secure OT cybersecurity: network configuration and access control.
• Configured NuGenesis SDMS for document/data management, CDS/LIMS integration, workflow automation, and reporting.