Helena Shibrow

Business Analyst/ Customer Support Specialist

Helena Shibrow
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

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

Lorem ipsum dolor sit amet

Chemical-Technical Assistant

Certifications & licenses

Business Relationship Manager Training

XRM Tool Training

Fit For Customer

ITIL Foundation Examination

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