Helena S. - Buisness Analyst/ Customer Support Specialist

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Bad Münder am Deister, Germany

Experience

Aug 2021 - Feb 2025

3 years 7 months

Buisness Analyst/ Customer Support Specialist

HDI – Insurance

Responsible for operating work/document management and related defect-handling solutions (HP ALM, ServiceNow, BMC Remedy, ITSM)
Permission requests via ServiceNow, LDAP, Active Directory, SSO, security requirements, and user support
Mailbox management and working in ticketing tools HP ALM, ServiceNow, and Microsoft Dynamics 365 CRM
Developing and implementing data center and IT strategy
Coordinating and optimizing selected team meetings, aligning the approach within the team
Identifying request clusters based on recurring standard service requests
Coordinating various topics with developers, testing different applications via HP ALM, analyzing existing data sources for migration, reviewing various documents, and managing and storing documents on SharePoint

Mar 2021 - Apr 2022

1 year 2 months

IT Requirements Manager

IT - Lower Saxony Public Service

Liaison between the business-oriented customer management and the IT specialists of the company
Independently gathering, analyzing, tracking, and documenting requests in requirements management
Taking the lead for cross-departmental control and monitoring of the order processing phase
Operational implementation of goals and strategic guidelines for requirements management
Developing and implementing data center and IT strategy
Building a trusted collaboration with internal and external stakeholders
Supporting the customer representative with technical know-how during requirements definition and proposal development phases
Initiating client acceptance with the customer representative
Contributing to the creation of reports on the status of requirements and order management (ITSM)
Working through backlog orders
Discussing individual requirements and orders with the involved departments
Standardizing working methods and processes

Aug 2019 - Aug 2021

2 years 1 month

Project Management / Rollout Management in the Future Workplace project

HDI – Insurance

Planning, tracking, and reporting to project management
Analyzing existing data sources for migration
Testing different applications via HP ALM
Preparing and documenting technical and functional acceptance by business units
Gathering and analyzing customer requirements
Introducing and integrating new processes into existing business operations
Coordinating and leading meetings
Communicating with tower leads and stakeholders
Coordinating and managing the service provider
Data center and cloud migrations
Coordinating with departments for deploying the necessary systems
Creating and handling incidents and changes using the ServiceNow ITSM tool

Jul 2017 - Aug 2019

2 years 2 months

PMO in development for batch and mainframe

HDI – Insurance

Organizing and coordinating all project administrative matters
Tracking tasks in ServiceNow
Supporting documentation of created developments
Coordinating with application developers and contacts in application operations and business units
Gathering 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 acceptance
Creating and managing changes via ITSM
Project reporting
Preparing status reports
Managing and storing documents
Working using agile methods (SCRUM/Kanban board)

Oct 2016 - Feb 2017

5 months

Project Assistant Client Roll-Out Billing Center

KVN

Rolling out Windows 7/10 operating systems
Working with security tools
IT network fundamentals
Gathering and analyzing customer requirements for identity management and access rights
Designing processes and workflows for access rights in coordination with business units
Preparing status reports, statistics, and presentations
Implementing and monitoring defined processes with Jira and Confluence
Supporting service level management, ongoing IT infrastructure optimization, and internal process adjustments and improvements

Mar 2016 - Sep 2016

7 months

PMO (Request Management) Industrial Sector/Chemicals

BASF

Performing administrative tasks in the data center environment
Creating change workflows
Monitoring workflows for compliance with delivery deadlines; general monitoring of requests via Jira-Confluence
Creating and presenting slides via MS PowerPoint
Communicating with senior management
Communicating with clients
Agreements with the BRM (Business Relationship Manager)
Tracking demands in cooperation with service architects
Process and workflow design for permissions assignment in coordination with specialist departments
Planning, coordinating, and scheduling appointments with users, architects, and logistics

Jul 2015 - Feb 2016

8 months

Various Rollout Activities and IT Relocations

Various Clients

One-day assignments for various clients
Replacement, dismantling, and assembly of 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 Industry

Insurance Company

Migration project from Windows XP to Citrix VDI with Windows 7
Rollout subproject for approximately 4,000 users
Defining and scheduling the rollout processes
Preparing presentations and reports for the steering committee
Recording the current state of software used by each user and department for software analysis (aligning the current and target states with the departments and IT access management)
Presenting and promoting the project internally
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
Team leadership for rollout technicians
Planning, coordinating, and scheduling rollout dates with users, technicians, and logistics
Recording and documenting installations and uninstallations performed, and forwarding them to asset management
Creating, analyzing, and evaluating data using macro programming
Creating and maintaining the rollout database
Handling incidents (service requests) in the IT service management tool (ITSM)

Apr 2013 - Nov 2013

8 months

Team Leader and Project Assistant

IT Service Provider for a Bank

Printer rollout for approximately 3,500 printers
Planning, coordinating, and scheduling appointments with logistics, technicians, and users
Planning support and controlling of actual efforts
Regular reporting to project management, clients, hardware manufacturers, and asset management (installations and uninstallations)
Documentation in Excel, Remedy, and a client-specific tool
User training on printers
Printer reconfiguration

Feb 2013 - Nov 2013

10 months

Various Rollout Activities

IT Service Provider for Banks, Public Clients, and Industry

Hardware and Windows 7 rollouts and IT relocations
Dismantling and assembly of computer systems, laptops, and printers
User training for Windows 7 and printers
Documentation
Filing of technical and functional acceptance documents

Jun 2012 - Feb 2013

9 months

Project Coordination and PMO Assistance

IT service provider for an international fashion label (Esprit)

Windows 7 software rollout for about 4000 clients across Europe
Planning, coordination and scheduling of appointments, locations, technicians, and users
Compatibility checks of used application software
Maintenance and review of asset data and application lists
Documentation in Excel, SharePoint, SQL database, CADSM, and Remedy
Daily creation of status reports and reports in English
Management, ordering, and handling of complaints for hardware and software to be replaced
Preparation, management, and filing of loan and license agreements
Minute taking during meetings
General administrative tasks

Jul 2011 - May 2012

11 months

Stadthagen, Germany

Executive Assistant

BCplus UG

Recruiting personnel
Sales support
Scheduling appointments
Maintaining data in MS Excel and internal staffing software
Correspondence
Organizing and coordinating staff for rollouts and external assignments
Team leader for various rollout activities (VOIP rollouts) and IT relocations in the Cologne, Düsseldorf, and Hamburg areas

Sep 2010 - Jun 2011

10 months

Osnabrück, Germany

Executive Assistant

GATO GmbH

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

Oct 2008 - Aug 2010

1 year 11 months

Self-employed as a Recruitment Consultant, Mediator, and Project Supervisor

Various Clients

Recruiting personnel
Sales support
Organization
Coordination and team leadership of staff for project assignments

Feb 2006 - Sep 2008

2 years 8 months

Minden, Germany

Executive Assistant

ConTraS GmbH

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

Summary

Experience in Project Management Office (PMO)
Experience in development and scheduling
Performing administrative tasks in a data center environment
Creating change workflows
Monitoring workflows to meet delivery deadlines, overall order monitoring
Creating and presenting slides via MS PowerPoint
Communicating with senior management
Tracking demands in collaboration with service architects
Preparing presentations and reports
IT infrastructure projects including setup and migration of data centers in live operation
Project controlling via SAP FI
Presenting and promoting within the project
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