About Me

Work Experience, Portfolio and Certifications

Work Experience

After my apprenticeship as Fachinformatiker at debis systemhaus (nowadays T-Systems) in 2003 I worked as Software Developer with a focus on management software for Fire Departments and Airports, responsible for the migration from local applications to web-apps.

In 2007 I started my consulting career as an ITSM specialist for the Serena Software applications TeamTrack, Serena Business Manager and Mariner, supporting customers with ITIL IT-SM process design and implementation including SIAM frameworks for data synchronisation.

In 2013 I joined ServiceNow in Munich as a (Senior) Technical Consultant, later also team lead for the Munich Professional Services Team. At ServiceNow I specialised on ITSM and ITOM, working in large ITSM projects responsible for the process design and implementation and stream lead for implementation teams (local, nearshore and offshore).

In late 2017 I took the opportunity to become the ServiceNow Platform Architect for a Munich Tool company, where I was responsible for the ServiceNow platform, process design and implementation with focus on CSM, ITSM and FSM.

In 2018 I went back to ServiceNow Partners as Consultant and Architect. My focus shifted to a more holistic view of the platform, ESM, CSM and just recently HRSD.

In 2021 I started my own business as a Freelancer for ServiceNow Architecture and Business Analysis, specialised in IT Service Management and Enterprise Service Management. I focus on ITSM, ITOM, CSM, FSM, HRSD, Service Portals, Mobile Apps and Integrations on the ServiceNow PaaS platform. Since 2019 I also develop iOS apps and recently published my iOS App traX - Your Fitness Pal, a smart sports and workout tracker.

Feel free to download your free copy from the AppStore.


Portfolio

  • ServiceNow Architecture and Implementation
  • ServiceNow Business Consulting
  • IT Service Management Consulting
  • Customer and Field Service Management, as well as ESM Architecture and Implementation
  • ServiceNow Portal and Integration Support and Development
  • iOS App Development (SwiftUI)

Projects

2021 - today

Roles: ServiceNow Architect, Business Analyst

  • Requirement analysis and architecture support for a global ESM portal
  • Design and implementation support for a global CSM portal
  • Support and business process consulting for various ServiceNow integrations with AWS, Amazon Connect, IBM Watson, SAP HANA, Workday, among others
  • Technical consulting and requirement analysis on various ServiceNow topics such as ITOM, Discovery, ITSM, Knowledge, Service Portal, Virtual Agent and Predictive Intelligence.

2019 - today

Roles: iOS App Development

2018 - 2021

Roles: ServiceNow Architect, Project Lead, Trainer

  • Architect and Project Lead for Service Portal Redesign
  • Project Lead, Architect for a cloud migration project of a SAP based catalog management platform
  • Design and implementation of a ServiceNow store application allowing employees to create sick notes using their mobile devices including OCR
  • Design and implementation of various ServiceNow integrations (JIRA, SAP, HPS SM)
  • Support, design and architectural advisor for a large scale CSM and HRSD project for an international German Company
  • Design and implementation of a ServiceNow Integrations for ITSM and HRSD project
  • Internal advisor for Junior consultants with knowledge transfer sessions
  • Host of customer focused ServiceNow Best-Practice Webinars

2017 - 2018

Role: ServiceNow Architect

  • Process design and implementation of all ITSM processes
  • Design and implementation of various business processes like Facility Management, Field Service Management, Contract Management, Procurement and HR processes
  • Development and design of the Hoffmann CSM platform
  • Integration in the Hoffmann Digital Services Platform

2013 - 2017

Roles: ServiceNow Implementation, Teamlead

  • Design and implementation of ITSM and ITOP processes for Munich based global company
  • Design and implementation of several ITSM solutions for various customers
  • Design and implementation of a SIAM environment including several companies and providers with more than 30 interfaces

2007 - 2013

Roles: Serena Business Manager Implementation

  • Redesign and implementation of a browser-based ordering system used by more than 1000 users
  • Development and realization of a working time registration application
  • Implementation of various interfaces to different systems
  • Design and implementation of several ITSM solutions

Certifications

ServiceNow

  • Suite Certification – ITSM Professional
  • Suite Certification – CSM Professional
  • Certified Implementation Specialist – IT Service Management (CIS ITSM)
  • Certified Implementation Specialist – Customer Service Management (CIS CSM)
  • Certified Implementation Specialist – Field Service Management (CIS FSM)
  • Certified System Administrator (CSA)
  • Micro-Certification - Automated Test Framework
  • Micro-Certification - Performance Analytics
  • Micro-Certification - Predictive Intelligence
  • Micro-Certification - Virtual Agent

ITIL

  • IT/IL V3 Foundation


Contact

Get in touch with me using the contact form or ping me on Twitter.
For traX support please use traX support on Twitter or the traX contact form.