ServiceNow Experts in Düsseldorf

• QA Lead for end-to-end quality assurance of the Sparkasse & Sparkasse Business banking apps (iOS/Android); design and implementation of the Test Strategy including functional testing, regression testing, and UAT for eID, Push Notifications, and white-label components
• Creation and maintenance of test concepts and test plans in TestRail; structured Defect Management and error analysis; stakeholder management and risk management for the early identification of critical quality risks
• Accessibility Testing according to WCAG 2.1 (iOS/Android); coordination of AI-supported test automation and optimization of test processes to shorten release cycles
• Release Management: planning, management, and coordination of all test activities; status reporting to management and stakeholders; quality assessment of releases and release recommendations in an Agile/Scrum environment
• Challenge: Highly complex build and release process across several Sparkasse institutions; close coordination with the DevOps team to stabilize the CI/CD pipeline and ensure reproducible test builds before every release.

Tools: Jira, Confluence, TestRail, Android Studio, Xcode, Firebase, Jenkins, GA4

• Success: Successful launch of the eID authentication process - quality assurance ensured for 50+ Sparkasse institutions

• Designed and implemented enhancements in SAP BW on HANA 7.5 in the context of CRM migration and S/4HANA and BW/4HANA transformation programs
• Migrated SAPI data sources to the ODP framework as part of the S/4HANA migration
• Delivered SAP ECC data to Snowflake using BW data models and Calculation Views for Power BI analytics
• Integrated SAP and non-SAP data sources (including MS Dynamics)
• Improved reporting transparency through consolidated data models
• Optimized data loading processes for FI-CO data sources, significantly improving load times and system performance

• 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.
• Designed and implemented contract testing to validate API schema compatibility between the order management system and the Zed and Glue layers, reducing production-relevant breaking changes by approximately 3%.
• Led the migration to a multi-environment framework that enabled test execution across 4 country configurations from a single codebase.
• Integrated automated unit and functional tests directly into the GitLab CI/CD pipeline, reducing pipeline runtime by 32%.
• Coached and trained 5 QA engineers across Germany and Hungary in test automation, framework architecture, and best practices.
• Architected a layered backend test automation framework separating business logic, API request builders, and the database layer.
• Piloted AI-assisted testing with Playwright Agents, the Playwright MCP Server, and GitHub Copilot for automated test generation, execution, and self-healing Playwright scripts.

• -- ENGLISH Version (Deutsche Version unten) ---

Experience

• Ex-BCG Platinion: 14 years as Manager & Chief IT Architect, leading large-scale IT transformations in complex group structures
• 20+ years of C-level consulting across AI/IT strategy, enterprise architecture, IT organization, transformation, M&A due diligence, project recovery, and interim management
• IT leadership experience with cross-functional, intercultural teams of up to 100+ people
• Hands-on background in software engineering, IT architecture, and project management
• Fortune Europe 500 focus; numerous international projects; SME and start-up experience

Core services:

• IT strategy, enterprise architecture (EAM), target architectures and roadmaps
• PE/M&A/carve-out IT/tech due diligence, asset valuation, cost estimation
• GenAI transformation, process automation, and AI governance
• IT reorganization, target operating model (TOM), agile transformation
• IT governance, development and ITSM process optimization (BizDevOps, SAFe)
• Review and recovery of critical large-scale IT programs
• Planning and steering of transformation programs and IT project portfolios
• IT vendor and platform selection (RfI / RfP)
• Coaching & Interim management

Industries (selection): Insurance, financial services & banking, energy & utilities, telecommunications, retail & consumer goods, logistics, media, industry & engineering, healthcare, professional services

Projects (selection):

• M&A Buy-side IT/Tech Due Diligence of an Acquisition in the Energy Sector (Utility, Smart Home) — AI-augmented with Anthropic Claude

• AI Initiative for LLM-Based Optimisation and Automation of Sales and Billing Processes

• Interim management Enterprise Architecture & group target architecture/roadmap development (METRO)

• Reorganization: Design and introduction of agile IT target operating model at international wholesale group (METRO)

• Design and implementation of agile BizDevOps target operating model (E.ON Grid Solutions)

• Platform/vendor selection for renewal of core insurance solution of start-up (ELEMENT Insurance)

• Establishment of project assurance capability and review/recovery of critical transformation projects (ERGO)

• Enterprise architecture management and development of divisional/solution architectures (Deutsche Post DHL)

• Strategic pricing architecture decisions in digital sales application landscape (E.ON Energie)

• IT due diligence: Architecture evaluation and monetary valuation of IT assets (ProSiebenSAT.1 Media)

• Interim management of group-wide security/compliance programme (ERGO)

• Enabling an application landscape for different sales organizations and product structures (E.ON Energie)

• Realignment of business/IT strategy and InsurTech platform selection (RfI, RfP) (nexible, ERGO Digital Ventures)

• Stabilization/optimization of an agile/SAFe business/IT DevOps landscape transformation (Lufthansa AirPlus)

• Process optimization and design/management of digitization and robotics introduction in power plants (RWE Nuclear)

• BSS target architecture development for fixed/mobile networks convergence (Deutsche Telekom)

• Optimization of IT organization model and methodology in application development and testing (Deutsche Telekom)

• Evaluation of fulfillment of a general contractor agreement for run-off/migration of contract portfolios (ERGO)

• -- DEUTSCHE Version (English version above) ---

Experience

• Ex-BCG Platinion: 14 years of strategy and implementation of large-scale IT transformations in complex corporate structures (Manager & Chief IT Architect)
• 20+ years of C-level-adjacent IT consulting: IT strategy, enterprise architecture, IT organization, transformation, due diligence, project recovery, and interim management
• IT leadership responsibility for cross-functional, intercultural teams of up to 100+ people
• Solid hands-on experience in software development, IT architecture, and project management
• Focus on Fortune Europe 500, numerous international projects; SME and start-up experience

Industries: insurance · financial services & banking · energy · telecommunications · retail & consumer goods · industry & engineering · logistics · media · healthcare

Services (focus areas):

• IT strategy, enterprise architecture (EAM), IT landscape target visions and roadmaps
• M&A/carve-out IT/tech due diligence, asset valuation, and cost estimation
• GenAI transformation, process automation, and AI governance
• IT reorganization, target operating model (TOM), agile transformation
• IT governance, development and ITSM processes (BizDevOps, SAFe)
• Review and recovery of critical large-scale IT projects
• Planning/steering of transformation programs and IT project portfolios
• IT service provider/platform selection (RfI, RfP)
• IT project management (agile, classic, hybrid)
• Coaching & interim management

Projects (selection):

• M&A buyer-side IT/tech due diligence of an acquisition in the energy sector (utility, smart home) — AI-augmented with Anthropic Claude
• AI initiative for LLM-supported optimization and automation of sales and billing processes
• Interim management of Enterprise Architecture and development of group target architecture in wholesale (METRO)
• Reorganization: design and introduction of an agile IT target operating model (TOM) at an international wholesale group (METRO)
• IT reorganization: introduction of an agile BizDevOps target operating model (TOM) at an energy group (E.ON Grid Solutions)
• Platform selection / vendor selection for renewal of the core insurance solution of a B2B2C start-up (ELEMENT Insurance)
• Process optimization, digitalization, and introduction of robotics in power plants (RWE Nuclear)
• Assessment of fulfillment of a general contractor agreement for run-off/migration of life insurance portfolios (ERGO)
• Business/IT strategy and InsurTech platform selection for a digital insurer/start-up (nexible, ERGO Digital Ventures)
• Enabling an energy application landscape for multiple sales units (E.ON Energie)
• Strategic architecture decisions in price management of a digital sales application landscape at an energy group (E.ON Energie)
• Stabilization/optimization of an agile DevOps IT transformation in business travel and payment management (Lufthansa AirPlus)
• Interim management in a group-wide security and compliance program of a global insurer (ERGO)
• Building project assurance capability as well as review and optimization/recovery of critical IT projects in an insurance group (ERGO)
• Building enterprise architecture management and development of domain and solution architectures for a logistics group (Deutsche Post DHL)
• M&A IT due diligence – evaluation and valuation of IT assets in the media sector (ProSiebenSAT.1 Media)
• Development of BSS target architecture and roadmap for fixed/mobile convergence (Deutsche Telekom)
• Optimization of IT governance/organization and methodology in application development and testing at a telecommunications group (Deutsche Telekom)

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

The customer's own IT ticketing tool is being migrated to the central corporate tool. Critical elements are the product shop, the operational framework, the ITIL processes and asset management. It is important to ensure that the strategy for the service and support model works with the new tool, so that IT operations can continue smoothly. The next step is to develop and establish processes for the newly formed core team.

• Current-state analysis / weakness analysis of the existing processes and tool setup
• GAP analysis of the current and future operating and service models
• Analysis of business needs
• Evaluation and implementation of the identified GAPs
• Establishment of a continuous improvement process
• Risk management
• Hypercare & support during operational activities
• Establishment of processes for the newly formed core team
• Stakeholder management

• 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

• Led the global HRIS transformation program (16 country units): program setup, PMO, phase planning, status reporting, and steering up to partner/SteerCo level
• Built an HR readiness assessment framework (6 dimensions, weighted scoring) as a decision basis for implementation and AI maturity — mandated by the board as the project outcome
• HR process architecture: analysis of 80+ level-3 processes and 87 ISO process documentations across 13 country clusters; gap analysis and harmonization roadmap
• Designed agentic AI HR processes (hiring, onboarding, probation period management) on SAP S/4HANA Private Cloud and ServiceNow — human-in-the-loop design, process screening for agentic potential, decision paper at partner level
• HRIS market analysis: vendor screening, criteria framework, and evaluation logic for system selection
• HR target operating model: organizational analysis, archetype framework (9 dimensions), governance design for a global HR function
• Self-assessment tools and workshop formats for 16 country HR teams incl. nomination and stakeholder management; SharePoint project hub and communication architecture
• AI-supported consulting delivery: my own Claude-based working model for analysis, document creation, and project management — one consultant delivering program output

• 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)

• 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.

• 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

• 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