Helena Shibrow - Business Analyst/ Customer Support Specialist

Q: Where is Helena based?

Helena is based in Bad Münder am Deister, Germany .

Q: What languages does Helena speak?

Helena speaks the following languages: English (Advanced), Russian (Advanced), German (Intermediate) .

Q: How many years of experience does Helena have?

Helena has at least 19 years of experience. During this time, Helena has worked in at least 13 different roles and for 14 different companies . The average length of individual experience is 1 year and 3 months . Note that Helena may not have shared all experience and actually has more experience.

Q: What is Helena's latest experience?

Helena's most recent position is Business Analyst/ Customer Support Specialist at HDI – Insurance .

Q: What companies has Helena worked for in recent years?

In recent years, Helena has worked for HDI – Insurance and IT – Lower Saxony Public Service .

Q: Which industries is Helena most experienced in?

Helena is most experienced in industries like Insurance , Professional Services , and Information Technology (IT) . Helena also has some experience in Government and Public Administration , Telecommunication , and Banking and Finance .

Q: Which business areas is Helena most experienced in?

Helena is most experienced in business areas like Information Technology (IT) , Project Management , and Human Resources (HR) . Helena also has some experience in Sales , Customer Service , and Operations .

Q: Which industries has Helena worked in recently?

Helena has recently worked in industries like Insurance , Information Technology (IT) , and Government and Public Administration .

Q: Which business areas has Helena worked in recently?

Helena has recently worked in business areas like Information Technology (IT) , Customer Service , and Quality Assurance (QA) .

Recommended expert

Bad Münder am Deister, Germany

Experience

Aug 2021 - Feb 2025

3 years 7 months

Business Analyst/ Customer Support Specialist

HDI – Insurance

Responsible for operating the work/document management and related solutions for defect handling (HP ALM, ServiceNow, BMC Remedy, ITSM)
Handling authorization requests via ServiceNow, LDP, Active Directory, SSO, security requirements, and user support
Mailbox support and working with ticketing tools (HP ALM, ServiceNow)
Working with Microsoft Dynamics 365 CRM
Developing and implementing data center and IT strategy
Coordinating and optimizing team meetings and aligning approaches within the team
Identifying request clusters based on recurring standard service requests
Coordinating various topics with developers
Testing applications using HP ALM
Analyzing existing data sources for migration
Reviewing and managing documents on SharePoint

Mar 2021 - Apr 2022

1 year 2 months

IT Requirements Manager

IT – Lower Saxony Public Service

Point of contact between customer management and IT specialists
Independently capturing, analyzing, and documenting requests in requirements management
Leading cross-departmental coordination and oversight of the order phase
Operational implementation of goals and strategic guidelines for requirements management
Developing and implementing data center and IT strategy
Collaborating with internal and external stakeholders
Supporting requirements definition and proposal development
Initiating customer acceptance
Contributing to reports on the status of requirements and order management (ITSM)
Processing backlog orders, discussing individual requirements with involved departments
Standardizing work methods and processes

Aug 2019 - Aug 2021

2 years 1 month

Project Management / Rollout Management

HDI – Insurance

Planning, tracking, and reporting to project management
Analyzing existing data sources for migration
Testing applications using HP ALM
Preparing and documenting technical and functional approvals
Identifying and analyzing customer requirements
Introducing new processes into business operations
Coordinating and conducting meetings
Communicating with tower leads and stakeholders
Coordinating and managing service providers
Data center and cloud migrations
Creating and handling incidents and changes with ServiceNow (ITSM)

Jul 2017 - Aug 2019

2 years 2 months

PMO in Development for Batch and Mainframe

HDI Insurance

Organizing and coordinating all organizational aspects of the projects
Tracking tasks in ServiceNow
Accompanying documentation of developments
Aligning with application developers and contacts in operations and business units
Identifying and analyzing customer requirements for identity management
Conducting workshops with business units
Supporting test concept and test case creation
Organizing test planning
Preparing technical and functional approvals
Creating and managing changes via ITSM
Project reporting and status reports
Managing and filing documents
Working with agile methods (SCRUM, Kanban)

Oct 2016 - Feb 2017

5 months

Project Assistant Client Roll-Out

KVN

Rollout of Windows 7/10 operating systems
Working with security tools
Basic IT networking
Identifying and analyzing customer requirements for identity management and authorization
Designing processes and workflows for authorization in coordination with business units
Preparing status reports, statistics, and presentations
Implementing and monitoring defined processes with Jira-Confluence
Supporting service level management and IT infrastructure optimization
Internal process adjustments and optimization

Mar 2016 - Sep 2016

7 months

PMO (Request Management)

BASF

Administrative tasks in the data center environment
Creating change workflows
Monitoring workflows and tracking requests via Jira-Confluence
Creating and presenting slides using MS PowerPoint
Communication with management and customers
Coordination with business relationship managers
Tracking demands with service architects
Process and workflow design for permission assignment
Planning, coordination, and scheduling of appointments, users, architects, and logistics

Jul 2015 - Feb 2016

8 months

Various rollout tasks and IT relocations

Various clients

One-day assignments at various clients
Replacing, dismantling, and installing computer systems, laptops, and printers
User training for Windows 7 and printers
Documentation

Nov 2013 - Jun 2015

1 year 8 months

PMO assistant and project assistant

Insurance sector

Windows XP to Citrix VDI migration with Windows 7 (rollout subproject for about 4000 users)
Defining and scheduling the rollout processes
Preparing presentations and reports for the steering committee
Recording the current state of deployed software, aligning actual vs. target with departments and IT access management
Project presentation and promotional representation
Regular status reports to project management and IT demand management
Creating status reports, statistics, and presentations
Project documentation and coordination via MS SharePoint
Project controlling and team leadership for rollout technicians
Planning and coordination of rollout appointments, users, technicians, and logistics
Documentation of installations/uninstallations and forwarding to asset management
Creation and maintenance of the rollout database using macro programming
Handling incidents (service requests) in the ITSM tool

Apr 2013 - Nov 2013

8 months

Team lead and project assistant

IT service provider for a bank

Rollout of about 3500 printers
Planning, coordination, and scheduling of appointments, logistics, technicians, and users
Planning support and controlling the actual effort
Regular reporting to project management, clients, and hardware manufacturers
Documentation in Excel, Remedy, and a client-specific tool
User training on printers and reconfiguration

Feb 2013 - Nov 2013

10 months

Various rollout tasks

IT service provider for banks, public clients, and industry

Hardware and Windows 7 rollouts as well as IT relocations
Dismantling and installing computer systems, laptops, and printers
User training on Windows 7 and printers
Documentation and filing of technical and functional approvals

Jun 2012 - Feb 2013

9 months

Project Coordination and PMO Assistance

IT service provider for international fashion brand (Esprit)

Windows 7 software rollout for about 4000 clients across Europe
Planning, scheduling and coordinating appointments, locations, technicians and users
Compatibility testing of application software
Maintenance and review of asset data and application lists
Documentation in Excel, SharePoint, SQL database, CADSM and Remedy
Daily preparation of status updates and reports in English
Managing, ordering and handling complaints for hardware and software to be replaced
Issuing and managing loan and license agreements
Taking minutes at meetings
General administrative tasks

Jul 2011 - May 2012

11 months

Stadthagen, Germany

Executive Assistant

BCplus UG

Recruiting staff
Sales support
Scheduling appointments
Maintaining data in MS Excel and staffing software
Correspondence
Organizing and coordinating staff for rollouts and external assignments
Leading a team for VoIP rollouts and IT relocations in the Cologne, Düsseldorf and Hamburg area

Sep 2010 - Jun 2011

10 months

Osnabrück, Germany

Executive Assistant

GATO GmbH

Recruiting staff
Sales support
Scheduling appointments
Organizing and coordinating staff for rollouts and external assignments
Maintaining data in MS Excel and staffing software
Correspondence

Oct 2008 - Aug 2010

1 year 11 months

Recruitment Consultant, Placement Specialist and Project Coordinator

Self-employed

Recruiting staff
Sales support
Organizing and coordinating staff for project assignments

Feb 2006 - Sep 2008

2 years 8 months

Minden, Germany

Executive Assistant

ConTraS GmbH

Recruiting staff
Sales support
Organizing and coordinating staff for rollouts and external assignments
Maintaining data in MS Excel and MS Word

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Insurance (9 years), Professional Services (5.5 years), Information Technology (4.5 years), Government and Administration (1 year), Telecommunication (1 year), and Chemical (0.5 years).

Insurance

Professional Services

Information Technology

Government and Administration

Telecommunication

Chemical

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Information Technology (12.5 years), Project Management (11 years), Human Resources (6.5 years), Sales (6.5 years), Customer Service (4 years), and Quality Assurance (3.5 years).

Information Technology

Project Management

Human Resources

Sales

Customer Service

Quality Assurance

Skills

Functional Pmo, Project Assistance, Rollouts, Migration Projects
Ms Operating Systems (Xp/2000/7/8/10), Windows 10/11
Bmc Remedy
Ms Office (Excel, Powerpoint, Word, Outlook)
Ms Sharepoint
Ms Project
Pert-chart-expert
Wbs-chart-pro
Jira-confluence
Sap
Gahd
Xrm
Lotus Notes
Sql-db
Ars-remedy
Bmc Helix
Cadsm
Servicenow
Hpalm
Mars
Sap-fi
Planview
Scrum
Microsoft Dynamics 365 Crm
Service Now
Itsm
Experience In Project Management Office (Pmo)
Experience In Development And Scheduling
Performing Administrative Tasks In A Data Center Environment
Creating Change Workflows
Monitoring Workflows For On-time Delivery And General Order Tracking
Creating And Presenting Slides Using Ms Powerpoint
Communication With Senior Management
Tracking Demands In Coordination With Service Architects
Preparing Presentations And Reports
It Infrastructure Projects, Including Setup And Relocation Of Live Data Centers
Project Controlling Using Sap Fi
Preparing Presentations And Promotional Materials Within Projects
Regular Status Reports To Project Management And It Demand Management
Handling Incidents (Service Requests) In The It Service Management Tool (Itsm)
Maintaining And Reviewing Asset Data And Application Lists
Documentation In Excel, Sharepoint, Sql Database, Cadsm, And Remedy
Industry Knowledge: Banking, Hardware Manufacturing, Industrial, It Services, Insurance

Languages

English

Advanced

Russian

Advanced

German

Intermediate

Education

Chemical-Technical Assistant

Certifications & licenses

Business Relationship Manager Training

XRM Tool Training

Fit For Customer

ITIL Foundation Examination

Profile

Created

August 2025

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Helena based?

Helena is based in Bad Münder am Deister, Germany.

What languages does Helena speak?

Helena speaks the following languages: English (Advanced), Russian (Advanced), German (Intermediate).

How many years of experience does Helena have?

Helena has at least 19 years of experience. During this time, Helena has worked in at least 13 different roles and for 14 different companies. The average length of individual experience is 1 year and 3 months. Note that Helena may not have shared all experience and actually has more experience.

What roles would Helena be best suited for?

Based on recent experience, Helena would be well-suited for roles such as: Business Analyst/ Customer Support Specialist, IT Requirements Manager, Project Management / Rollout Management.

What is Helena's latest experience?

Helena's most recent position is Business Analyst/ Customer Support Specialist at HDI – Insurance.

What companies has Helena worked for in recent years?

In recent years, Helena has worked for HDI – Insurance and IT – Lower Saxony Public Service.

Which industries is Helena most experienced in?

Helena is most experienced in industries like Insurance, Professional Services, and Information Technology (IT). Helena also has some experience in Government and Public Administration, Telecommunication, and Banking and Finance.

Which business areas is Helena most experienced in?

Helena is most experienced in business areas like Information Technology (IT), Project Management, and Human Resources (HR). Helena also has some experience in Sales, Customer Service, and Operations.

Which industries has Helena worked in recently?

Helena has recently worked in industries like Insurance, Information Technology (IT), and Government and Public Administration.

Which business areas has Helena worked in recently?

Helena has recently worked in business areas like Information Technology (IT), Customer Service, and Quality Assurance (QA).

What is Helena's education?

Helena attended education in Chemical-Technical Assistant.

Does Helena have any certificates?

Helena has 4 certificates. Among them, these include: Business Relationship Manager Training, XRM Tool Training, and Fit For Customer.

What is the availability of Helena?

Helena is immediately available for suitable projects.

What is the rate of Helena?

Helena's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.