ServiceNow Experts in Zurich

• SME for operational processes, contract negotiation and product design for the implementation of a SaaS contact center solution & carrier services
• Definition of several operational processes, organizational setup, ITSM application integrations, creation of contract schedules and advising contract negotiation
• Scrum Master with agile tooling (processes & automation)
• Commercial manager to create business cases and closing the sales process
• Increasing impact, trusted relationship, and key team member within a short time

• Support with the introduction and implementation of the Qualtrics XM platform in the consulting and service environment for customers, e.g. in the banking sector, focusing on data quality, parameterization, technical coordination, and implementation support

• Technical validation of configurations, feedback flows, and reporting setups

• Review and assurance of data quality (mapping, mandatory fields, regulatory-relevant fields)

• Performance of UAT, functional tests, and data checks in collaboration with the department and IT

• Coordination with stakeholders from consulting, service, compliance, IT, and product management

• Clarification of technical requirements with the business side and derivation of adaptation requirements in the platform

• Creation of documentation, test protocols, and quality-related artifacts

• Support in the preparation of internal approvals and rollouts

• Successful technical acceptance of the new feedback and reporting functionalities

• Increase in data quality in the relevant fields (e.g., feedback classification, assignment to the consulting process)

• Stable implementation of the platform in the consulting environment with clear handover to IT and specialist departments

• Project lead for a global organization improvement project impacting tax model, global organization, Order 2 Cash (O2C), Procure 2 Pay (P2) processes, supply chain, finance, tax, assets, HR and IT systems including ERP
• Implemented new way of working, including process changes, documentation of work instructions and updates to IT systems including ERP and HR systems
• Success: new operating model implemented and delivering expected benefits

• PMO project “Bantiger2” due diligence/business case outsourcing Post CH IT Services to Swisscom
• PMO & consultant internal communication project/change communication “My IT” implementation of 20 Swiss Post IT applications to ServiceNow with Go-Live
• PMO, change communication and processes for project “ZSB” – rebuild new applications for all Swiss Post Logistic Services such as shipments and search

• Building productivity solutions for backoffice functions including case management and automated workflows in insurance
• Integration of GenAI functionality in operational processes for efficiency based on measurable KPIs
• Successfully delivering integration and data projects with agile methodology in requirements engineering, cloud native development and computing, software development, data analytics, quality management and technical documentation
• Coaching and advising clients for adoption of technologies such as use case identification, organizational impact assessment and building a business case for investments
• Advising clients on cost optimization through IT carve out and outsourcing of software product engineering
• Technologies: Jira, Confluence, ServiceNow, GitHub Co-Pilot, Agile/SAFe

• Roll-out of 12 core locations in Germany (covering core routers, route reflectors, border routers, CGNAT, Sedges)
• Roll-out of 40 aggregation locations in Germany (covering aggregation routers and BNG functionality)
• Roll-out of 230 edge locations in Germany (covering several edge routers per site)
• Network topology (re-) planning (core-to-core, core-to-agg, edge rings planning) including carrier management
• BNG (customer) migration to new network infrastructure including IT support
• Lawful interception and LIMS
• Network documentation with FNT Command, ServiceNow
• Network engineering handover to operations, process management
• Commercial and technological management, supplier management
• Management of architecture and design progress (HHLD, HLD, LLD)

• Worked in mixed teams with several clients
• Performed requirement engineering, proposal and time estimation
• Developed ACLs, business rules, flows, workflows, catalog items, various scripts, UI actions, policies, scoped applications
• Customized mobile apps: Now Agent and Now Mobile
• Implemented integrations using the Integration Hub
• Coordinated continuously with clients during development
• Performed testing and helped clients with testing
• Deployed to production and applied main version upgrades and patches
• Managed CMDB, domain separation and asset management
• Integrated between instances at different clients
• Developed GlideScript: business rules, scripted REST endpoints, extension points, fix scripts, background scripts

• Responsible for IT integration test and user acceptance test for SAP S/4 Hana and BDO BO Customer Financials Management
• Led the test team (business testers and IT testers)
• Resource planning and control within the test team
• Created test concepts and test plans
• Performed test risk analysis
• Coordinated test execution and defect tracking
• Ensured test progress
• Generated and visualized reports
• Summarized test reports and reported to management
• Prepared and conducted user acceptance tests
• Managed SIGMA and JIRA/Confluence at project level

• Medical software, migration from on-prem to cloud
• Requirements management, development, lifecycle based on Windows, Azure, O365, subsystems

• Managing the Testing services for the Global IT Testing Centre of Excellence (TCoE) team, which is responsible for managing and supporting the Product & Project Testing Workstreams on various Regional Projects, especially in Pharmacovigilance, Digital Supply Chain, Clinical Practice and R&D, etc.
• Managing Client relationships, escalations and continuing to grow the project services globally, while also driving the testing efforts on Takeda’s AI, DevOps, Agile, and Digital projects.
• Led the implementation of a Quality Management System (QMS), ensuring compliance with GCP, GMP, and Swiss and EU regulations, resulting in a huge improvement in audit readiness.
• Overseeing projects for systems including ERP, EDGE, SAP ECC, SAP Transportation Management, S/4 HANA migration etc.
• Led an AI/ML PoC for AI implementation.
• Led a cross-functional team to ensure compliance with MDR, FDA regulatory guidelines and achieved successful project deliveries.
• Led and managed change management and communication for TCoE, keeping the Takeda organisation informed of change communication and practices, including presentations to various stakeholders.
• Ensuring TCoE outsource vendor resources adhere to regulatory, compliance and quality system standards and practices for GxP & non-GxP System Development Life Cycle (SDLC) including aSDLC and TCoE Global Standards.
• Translated the product vision, strategy and requirements into backlog items, which were prioritised based on potential business impact and customer value.

• Act as DBA SME for MS SQL Server and primary contact for MSSQL infrastructure and long-term technology roadmap in a critical 24/7 banking environment
• Maintain and evolve SQL infrastructure and monitoring system across development, test, UAT, and production environments (10 servers, 4 always-active Windows clusters, MSSQL 2014–2022 on VMs hosted by Inventix)
• Automate SQL operations using Brent Ozar scripts, PowerShell, and Inventix cloud script integration
• Build and improve ETL processes and BI applications (Power BI); plan resources and mentor BI team
• Participate in review, delivery, and deployment of database improvements across the software development lifecycle
• Migrate SQL Server instances from 2017 to 2019 and 2022
• Integrate new applications requiring MSSQL databases
• Manage and support on-premise and Azure SQL Server solutions; advise on industry standards, best practices, and creative database solutions
• Develop automation scripts for internal systems using PowerShell and Git
• Monitor systems with Splunk and Grafana; manage alerts, filters, data ingestion, and dashboard configuration
• Collaborate with operations, development, and business teams to identify and resolve operational and performance issues proactively
• Implement new SQL Server technologies such as Query Store, Extended Events, Tuning Advisor, and system traces
• Provide on-call support and regular maintenance during evenings and weekends
• Define and enforce system policies and standards; work closely with application managers, HR, and IT platforms in Switzerland and the UK
• Handle 2nd/3rd level support service requests; document resolutions and cooperate with vendors
• Use internal and external monitoring tools to detect performance trends and implement alerts and processes to prevent database issues
• Document and share knowledge to improve technical understanding across operations and development teams; administer Confluence (installation, configuration, document management, performance, upgrades)
• Work professionally in cross-functional teams to advise, influence, and coach development and operations teams on database topics

• Coordination and implementation of setting up and further development of applications in close collaboration with external service providers as the internal technical contact person
• Ensuring stable, proper operation and maintenance of business-critical applications to support central business processes
• Analysis, handling, and sustainable resolution of application issues (incidents, problems) including workarounds in 2nd and 3rd level support
• Planning, coordination, and implementation of changes in ongoing application operations according to ITIL processes
• Participation in project teams for maintenance, further development, and integration of interfaces between different applications
• Support in creating, maintaining, and executing test cases as well as assisting with system, integration, and acceptance tests
• Operation, deployment, and maintenance of containerized applications using Docker
• Installation, configuration, integration, and testing of server and application software in virtualized and cloud environments (VMware, AWS)
• Operation and maintenance of virtualized application platforms (Windows Server/Client, VMware, AWS Cloud)
• User, role, and permission management in complex enterprise environments
• Creation and maintenance of technical documentation (operations concepts, changes, projects, interfaces)
• Close collaboration with internal departments, project management, and external partners and suppliers

Consulting on Cyber Security, Governance, Risk Management, audits, Cloud Security, and compliance in regulated environments.

• Project manager for IT governance and IT compliance (including ISAE 3402, ISO 27001, DORA and NIS2 implementations)
• Project manager for digital transformation (including ServiceNow)
• Industries: banking, insurance and automotive