Jürgen K.
Cloud & IT Service Management with Azure & ServiceNow (Freelance)
Experience
Cloud & IT Service Management with Azure & ServiceNow (Freelance)
- Operationalizing the Azure cloud strategy and harmonizing it with ServiceNow ITSM
- Performing maturity assessments of application operations and deriving transformation measures
- Managing infrastructure providers and hybrid service organizations
- Tool rollout and governance documentation in ServiceNow
- Agile support for introducing lean ITIL-agile workflows
Tools & Methods: Azure, ServiceNow, ITIL v4, Agile (Scrum/Kanban), Jira, Confluence Industry: IT Services / Cloud / Service Management
Program Management / Strategic IT Process Optimization & Service Consulting
Strategic consulting for a public IT service provider to reorganize service delivery structures.
- Analysis, review, and optimization of existing ITIL processes (Incident, Change, Problem, Asset, Service Request)
- Building a service-oriented operating model (SOM), including target processes, RACI matrices, and governance structures
- Developing and introducing a standardized service catalog
- Supporting the transition to a new ticketing and monitoring system (ServiceNow/OpenText)
- Implementing quality gates in service processes
- Coaching internal team and department leads in implementing agile methods (Scrum, Kanban)
- Leading an interdisciplinary expert team (Service Management, IT Security, Data Privacy)
Tools & Methods: ServiceNow, OpenText, Jira, Confluence, MS Teams, BPMN 2.0, UML, MS Visio, ITIL v3/v4, ARIS Industry: Public Sector / IT Services
Interim Management / Executive Management
Within the framework of a business succession / in cooperation with the previous and future business owners:
- Analysis of the financial situation
- Process analysis of all business areas (IT / Management / Accounting / Purchasing / Sales / Production)
- Process documentation for all business areas (BPMN, UML)
- Process optimization
- Operational implementation or modification of processes and structures
- Redefinition or expansion of the business field
- Operational support in the new business operations
- Consulting on alternative business operation models
Industry: Consumer Goods / Production & Trade
Incident & Process Manager
As Incident Manager responsible for reviewing and further developing the incident process as well as monitoring and optimizing daily operations (Tools: Helpline, Atlassian Confluence, and Jira)
- Managing the contributions of support teams involved in the incident management process (1st Line, 2nd Line...)
- Acting as the escalation point for involved staff
- Coordinating issue resolutions
- Steering major incident handling (e.g., defining and bringing together solution teams, integrating OLAs and HALs into the resolution process, obtaining special approvals and permits for fast resolution and recovery)
- Monitoring process effectiveness and deriving suggestions for continuous improvement
- Deciding on extending resolution times for incidents
Supporting in ITSM:
- Creating and further developing the incident management process
- Responsible for selecting and integrating required tools
- Management reporting
- Analyzing other already implemented ITSM processes and optimizing these processes (BPMN, UML)
- Proposing optimizations in overall IT operations and in customer communication and acceptance
Industry: Public Sector
Service Delivery Manager - Big Data Analytics Platform (BDAP)
As a Service Delivery Manager, identify customer needs and oversee the delivery of BDAP services. The BDAP program (Big Data & Analytics Platform) is an enterprise-wide analytics infrastructure mainly based on Azure components. This system offers data & analytics/AI-related technologies deployed and distributed worldwide in Azure, solutions for data discovery, dashboards, and reporting, as well as advanced statistics, machine learning, and artificial intelligence.
Monitoring and analyzing processes and ensuring high-quality customer service. Continuous improvement, training, and monitoring of processes in a Scrum environment. Requirements analysis, capturing and analyzing target/actual states and documenting them, followed by design, creation of detailed concepts, and action options. In collaboration with internal and external customers, preparing requirement specifications (e.g., user stories) and creating a prioritized and extended requirement backlog, along with related problem and solution analysis, then assisting in describing and creating test cases. Team player skills, monitoring daily activities of the different delivery teams, keeping an overview of BDAP service levels and metrics, and direct communication with customers. Escalation point for customers and internal delivery teams, point of contact for management and reporting to management. Reporting, organizational tasks, leading meetings. Tools include Teams, ServiceNow and Azure monitoring tools, LeanIX, Servity.
The team is divided into a 2nd level support for Azure infrastructure and programming teams (Germany and various locations in Asia), using agile project management with Scrum/Sprints, DevOps, and CI/CD. Strong leadership skills are essential to effectively motivate and guide team members and to act as a strong team player. Transition activities during the switch to a new provider. Project language is primarily English due to global customers; German is an advantage.
Industry: Finance / Insurance / Information Technology
Data Center Planner with FNT Command
- Analysis of the target and actual infrastructure
- Data center planning and documentation with FNT Command
- Designing the data center infrastructure (approx. 10,000 servers)
- Advising on project planning for data center relocation
- Coordination with service providers and relocation teams
Industry: Finance / Information Technology
CMDB Manager / CMDB Expert
- Responsible as Service Management CMDB administrator for developing and maintaining an always complete, consistent, and compliant Configuration Management Database (CMDB) in ITSM
- Reviewing existing processes and governance, developing new processes, and rolling them out / bringing them into live operations including training and support for data collection, data maintenance, ensuring data quality and escalation procedures, mapping processes with ARIS and Visio
- Defining CMDB standards, reviewing and creating the data model
- Data checks in iET Enterprise Workcenter and DCON IT-SPS Servity, SQL databases, ServiceNow, BMC Remedy, MS Active Directory, data gathering via Discovery, SNMP, CMS
- Managing and identifying configuration items
- Checking and maintaining the completeness of CMDB data and developing measures to validate and enforce data accuracy across the CMDB
- Conducting audits and fixing data integrity issues
- Creating and managing knowledge articles for the CMDB
- Designing and generating ad-hoc reports for CMDB data as needed, status reports for management
- Implementing methods to collect metrics to understand and measure efficiency of current CM processes
- Handling day-to-day operations and all documentation in both German and English
Industry: Public Sector / Government, Information Technology
Project Lead / Project Management for Device Replacement Rollout
- Defining and updating the project plan
- Coordinating with various global sites, rollout preparations
- Assigning and managing internal and external service providers worldwide
- Tracking the project plan, including escalation management if needed
- Conducting tests and quality checks
- Reporting
Industry: Automotive, Information Technology
Project Manager + Processes + Data Privacy Support
Datacenter migration project: physical relocation of an in-house datacenter to an external facility
- Coordinating the individual teams
- Creating, editing and monitoring the project plan
- Clarifying and aligning with internal and external interfaces
- Capturing and documenting existing processes (BPMN, UML)
- Optimizing IT operational processes
- Advising on, designing and documenting new processes (interim processes for migration and regular operations afterward)
- Process and tool training: evaluating the management system at the new provider, creating training materials, live training and supporting employees on the system, developing training materials for FNT Command and the new processes, training and ongoing support for staff
- Providing expertise in data privacy
- Supporting business units, audits and projects, research
- Contributing to assessments of personal data processing
- Coordinating with the data protection officer
- Maintaining documentation
- Additional: consulting and support with FNT Command, CMDB administration (FNT Command, not the tool installation itself), advising on FNT and CMDB processes and standards, creating and modifying CIs in the CMDB, training staff in CMDB usage, creating status reports on CIs/CMDB
Industry: Consulting, Services
Support / Service Delivery Manager + Process Analysis/Coordination, Incident Manager, Change Manager
Service Delivery Manager + Process Coordination / Project Lead
- Leading the project, coordinating subprojects + reporting
- Detailed design of existing processes, process analysis + improvements in Incident Management / Change Management / Problem Management
- Managing and monitoring ongoing activities in Incident, Change, Problem, and Order Management
- Monitoring and reporting contract compliance and performance
- Developing concepts, preparing decision templates, supporting acceptance processes, securing approvals
- Customer communication + service level monitoring
- Acting as interface to customer Service Delivery Managers, operations team + external providers
- Preparing for and being the main contact for the customer in the weekly CAB / Change Advisory Board
- Service level management and SLA control
- Regular customer communication, preparing and conducting service review meetings
- Coordinating change requests to existing services
Change Management
- Reviewing change requests, clarifying with requesters if needed, creating plans, coordinating with technicians or external parties regarding implementation dates, technical requirements, resources, potential conflicts with other changes, fallback scenarios
- Conducting risk assessments
- Monitoring and coordinating during implementation if needed
- Handover / acceptance with the client after verifying complete documentation, updating and closing related tickets
- Also handling incident and problem management in the daily call with the operations team
Process Alignment with the Customer for Onboarding New Services
- Regular alignment meetings for setup
- Revising and reviewing service manuals
- Revising and reviewing operations manuals
Industry: Finance, Information Technology
Change Manager
- Qualification, coordination, and planning of changes
- Monitoring progress and providing support during changes
- Communication with international clients
- Overall coordination and interface between internal and external delivery units
- Support in planning and leading (Emergency) Change Advisory Boards (CAB), national and international
Industry: Energy
Service Delivery Manager / Support + Process Analysis / Coordination, Asset Manager, Incident Manager, Change Manager, Team Lead
Service Delivery Manager + Process Coordination / Project Management
- Project management, coordination of subprojects + reporting
- Detailed design of existing processes, process analysis + improvements in incident, change, and problem management
- Controlling and monitoring ongoing activities in incident, change, problem, and order management
- Monitoring and reporting contract fulfillment and performance
- Managing (billing-relevant) tasks like order management, escalation management, reporting control, invoicing
- Planning and conducting workshops, developing concepts, preparing decision papers, supporting acceptance processes, obtaining approvals
- Process and tool training: contract training, incident/change/problem/asset management processes, HP Service Manager, FNT Command; training the existing team and new hires; creating training materials (PowerPoint or videos); live training on-site at branches and via WebEx
- Coordination with the central service desk and building the internal service desk
- Customer communication + service level monitoring
- Interface to shared service center managers, customer service delivery managers, operations teams + external providers
- Onsite team lead (various locations), responsible for the operations team and conducting daily status calls with the operations team and external providers
- Preparations for and main contact for the customer in the weekly CAB / Change Advisory Board
- Service level management and SLA control
- Regular customer communication, preparation and conducting service review meetings
- Coordination of change requests for existing services
Change Management
- Reviewing change requests, clarifying with requesters if needed, creating plans, coordinating with technicians or external parties for implementation dates, technical requirements, resources, potential overlaps with other changes, fallback scenarios
- Risk assessment
- Monitoring and coordination during implementation if needed
- Handover/acceptance with clients after verifying complete documentation, updating and closing related tickets
Asset Management / Lifecycle Management
- Creating, reviewing, and maintaining CIs in the CMDB
- Incident and problem management in daily calls with the operations team
Process Alignment with Clients for New Service Takeovers
- Transition of the data center to the new service provider
- Building an additional service team, aligning all processes (incident, change, problem, asset, IT security, knowledge, financial, service level, capacity, availability, quality, documentation, service portfolio management)
- Regular alignment meetings for the setup
- Setting up regular meetings for each process
- Creating service manuals
- Creating operations manuals
- Onboarding new employees
- Training new employees
Industry: Automotive, Information Technology
Service Level Manager (SLM) / Lifecycle Management
The service level manager is the interface between customer/delivery managers and the platform and operations management teams of their customer area’s processes. They are responsible for implementing the agreements in the OLA. They create the OLA, commission services with the performing units, ensure OLA monitoring, and prepare the service report.
Key tasks (holistic view) of the service level manager include:
- Creating service orders in the customer tool
- Preparing capacity planning and technical forecasts
- Drafting OLAs, aligning/adapting SLAs
- Creating the service schedule
- Initiating OLA (service schedule) approval
- Commissioning service delivery after approval by the delivery manager
- Activating provided process environments
- Monitoring agreed service performance in the OLA (service schedule)
- Supporting incident handling
- Initiating control measures
- Preparing and reviewing the standard customer service report
- Passing the standard service report to the delivery manager
- Evaluating and analyzing process-specific efforts within application controlling
- Managing process operations within the service level management process
- Continuously optimizing service delivery
- Supporting the development of the ICT service catalog
- Assisting the customer delivery manager in gathering customer requirements
Responsibilities
- Preparing the service schedule
- Handling and financial responsibility for capacity planning
- OLA responsibility for the respective process
- Capacity control within signed OLAs (service schedules)
- Managing and executing the service level management process for the respective business process or customer area process
- Providing capacity planning for cost calculation
Technical foundations for fulfilling responsibilities
- Good knowledge of ITIL processes
- Excellent knowledge of the SLM process, tools, and resources
- Good understanding of the relevant process architectures
- Comprehensive knowledge for creating service schedules
- Independent management of assigned processes
Industry: Rail, Logistics
IT Project Coordinator - Change/Release Management
Responsible as a central partner for providing IT standard components in test, integration, and production environments. Supporting projects for the IT department and sales companies; independently preparing and conducting internal staff training and providing ongoing operational support; implementing, communicating, and monitoring the defined processes—both nationally and internationally (main contact for international users thanks to my language skills); process and tool training for the provision process: day seminars/training in German and English, creating training concepts and materials, preparing the test system for training, scheduling and room coordination. Training either on-site in Munich or via video conference for colleagues in the USA, China, Japan, Brazil, and South Africa.
As an internal service provider, responsible for delivering required components until the solutions go live. Projects are continuously updated on delivery progress. A tool allows detailed monitoring and controlling of requested provisions, ensures agreed delivery times, and documents accordingly. This includes process consulting, analysis, optimization, coordination, reviewing CIs in the CMDB, ensuring data integrity, and initiating data corrections.
In the context of a migration, responsible for extensive software testing, designing test objects, testing, describing test procedures, and documenting results.
Industry: Automotive
Order Management IT
- Coordinating IT orders with internal departments and external service providers
- Reporting
- Order entry in SAP
- Customer communication
Industry: Banking, IT Services, Information Technology
Project Assistant Software Development
Project support / deputy project lead / mainly organizational tasks with a strong technical background in automotive software development.
- Maintaining project plans
- Arranging interns
- Supervising diploma students
- Project communication (minutes, presentations)
- Budget (controlling, requirements specifications)
Industry: Automotive, software company
Process Documentation in ARIS
Process documentation in ARIS, transferring the rudimentary existing process documentation from Alphabet planningIT to ARIS, reviewing and updating the processes, and defining missing processes together with the relevant departments/process owners (BPMN, UML).
Industry: Automotive
Requirements and Process Analysis
Preparation for implementing new software for the internal help desk:
- Process analysis in the company
- Process design and optimization (incident, problem, and change management)
- Process documentation / UML
- Requirements analysis for the software vendor
- Integration of collected data and creation of the specifications document
Industry: Media
Project Management Office / Support
Support in the Project Management Office. Managing and coordinating internal IT service providers. Project management assistance for process documentation, presentations, memos, reports based on Excel, Access, and PowerPoint, email, specifications/requirements, service contracts – design and implementation of reporting tools (Excel, Business Objects/Crystal Reports). Support for project and regular communications (IT service management – preparation of monthly reporting – preparation of regular meetings with business units and internal service providers) – ITIL know-how.
Analysis of existing processes in the company, setting up and implementing ITIL processes, monitoring subprojects, supporting subproject managers as well as leading subprojects independently, process coaching, establishing unified IT reporting in the company, setting up SLAs including cost breakdowns.
Industry: Automotive
WAN Monitoring 1st Level (Provider)
- Active WAN network monitoring for the provider's customers (PMA Netcool/OMNIbus, Nagios, SiteScope, HP OpenView Network Node Manager)
- Port configuration of switches
- Checking routers and switches
- Analyzing logs and status messages from routers
- Identifying and resolving issues with routers and switches as well as DNS, DHCP, FTP, and HTTP
- Initial troubleshooting of faults and, if necessary, escalation to 2nd level via ticket system
- Ticket monitoring via eTTS, communication with access points at customer sites
- Network diagrams using MS Visio
- Monitoring network expansion for large customers with MS Project
Industry: Telecommunications
UHD - ServiceLine / Assistant and Support Employee
The ServiceLine is the first point of contact for all support requests by phone or email.
The requirements are:
- Assisting users with resolving incidents
- Coordinating incident handling with internal and external teams
- Working in rotating shifts (service hours from 07:00 to 21:00)
Incident handling is carried out for client/server platforms based on W2K, XP, network, and the applications running on them (in-house developments by the group, the division, and commercial software). Additionally other technical services, such as printer assignments, data restoration, and translating documentation + manuals into English.
expected skill: System engineer with the following requirements:
- Very good phone manner
- Experience administering Windows client/server (Win2K and XP)
- Installation experience (application installation, software packaging/integration)
- Good knowledge of TCP/IP and client/server environments
- High degree of personal responsibility
- Very good English skills, written and spoken
- Basic knowledge of administration tools under XP
- Good network expertise
- Experience with Microsoft Cluster and Veritas Volume Management
- Very good English skills (translating documentation + manuals into English)
IT environment (must have): English, PC, TCP/IP, Windows 2000, Windows XP
Industry: Banking, financial services
Network Administrator and Subproject Lead
Printing company
External full-service IT, direct contact for all IT issues.
- 1st/2nd/3rd level support
- Independent design and optimization of the network (W9x / NT / W2K / XP / printers / hubs & switches / ...)
- Setup and administration of a LAN
- Planning, organizing, monitoring
- Setting up the server + workstations
- Monitoring implementation of security patches and updates etc.
- Maintenance controlling of all IT hardware and software
- Staff training and support
Industry: Media
Web Design
Food retail
Setting up the website for a specialty/retail store, starting with the concept (content and design), technical implementation (programming and search engine optimization), and then website marketing (submitting to various search engines and directories, linking with relevant sites).
Industry: Retail
IT Support / Network Administrator
Agency
External full-service IT: network support (desktop Win7 / notebooks Win7 / printers / hubs & switches / WLAN / ...), direct contact for all IT issues
- 1st/2nd/3rd level support
- Operation of clients (Win7)
- Operation of infrastructure servers (W2K3 / AD)
- Firewall configuration and maintenance
- Operation and adjustment of backup & restore, script development
- License management
- Network planning & development
- Installation of all hardware & software (servers + workstations)
- Security maintenance and monitoring (antivirus, access control)
- Database setup and maintenance (resource management)
- Training
- Management of the telephone system
- Local programming (scripts + report generation)
- Documentation
Industry: Services
IT Support
Service company
Network support
Industry: Medical technology
IT Support
Environmental Technology
external full-service IT:
- Network support, operation of clients + servers, updates, etc. (Red Hat Linux network)
- Firewall configuration and maintenance
- Documentation
Industry: Services
IT Support
Financial Brokerage
external full-service IT, direct contact for all IT issues
- Network support (Win 9x / NT / Notebooks Windows 2000)
- Software installations + updates
- Printer installation and maintenance
- RAS
- Security (antivirus / access control)
Industry: Financial services, insurance
External Network Administrator
Textile Wholesale & Retail
external full-service IT, independent planning and optimization of the network, direct contact for all IT issues
- Network support (Desktop Windows 7 / Notebooks Windows 7 / printers / hubs & switches, WLAN, ...)
- Updates and maintenance of the DATEV system
- RAS
- Staff training + support
- Security (antivirus / access control)
Industry: Retail, wholesale
External Network Administrator
Vehicle Manufacturing
external full-service IT, independent planning and optimization of the network and business processes, coordination with other branches and DATEV
- 1st/2nd/3rd level support + staff training
- Building and expansion of the network including RAS
- Mail system setup
- Network support (Win 9x / NT / Notebooks Windows 2000 / printers / hubs & switches / ...)
- Updates and maintenance of the DATEV system
- Website development and maintenance
- Security (antivirus / access control)
Industry: Vehicle and rail construction
Network Administrator / Sub-project and Project Management
Agency
- LAN/WAN administration (WAN/LAN network management, RAS, servers)
- IT coordination between the German branches and the head office in the USA
- 1st/2nd/3rd level support for other European branches
- Software programming, selection and procurement
- LAN network administration based on Windows NT/2000 and Novell 5.1 (RAID systems)
- Operation and customization of backup & restore, development of scripts
- Documentation
- IT purchasing, license management
- Exchange server administration
- Network planning & development
- Planning, organization, monitoring
- Installation of all hardware & software (servers + workstations)
- Maintenance and monitoring of security (antivirus, access control)
- Setup, support and maintenance of customer database
- User support + training
- Telephone system management
- Local programming (scripts + report generation)
- Project lead / sub-project lead
- Migration / roll-out
- Website setup and maintenance
- Setup and maintenance of a small local document management system
- Coordination with the company headquarters in the USA
- Project management of Windows 9x migration
- Project management of local accounting programming
- Staff responsibility
- Sub-project lead for integration of a new network after company acquisition
- Language: primarily English, both written and spoken
Industry: Services, trading group, media, publishing
System/Network Administrator
Food Wholesale and Retail
Sole network administrator, direct contact for all IT-related questions and issues, independently implementing general guidelines from management:
- Software selection, purchase and installation
- LAN network administration, based on Windows and Novell
- Operation and customization of backup and restore processes, developing scripts
- Printer installation and maintenance
- Network planning and development
- Installation and updating of all hardware and software (servers and workstations)
- Maintenance and monitoring of security (antivirus, access control)
- 1st/2nd/3rd level support and training
Industry: Retail, Wholesale
IT Clerk
Advertising Agency
Data was exported daily from the local AS-400 and provided to me. My task was programming various local reports and statistics (sales / items / suppliers) both in Excel and Crystal Reports.
Industry: Advertising Agency
System/Network Administrator / Programming, Network Management, Support
IT Supplies Wholesale and Retail
- Software development (in-house development of a network-capable ERP system in C++ with interfaces to external programs, e.g. accounting), software selection, purchase and installation
- LAN network administration, based on Windows and Novell
- Operation and customization of backup and restore processes, developing scripts
- IT procurement, license management
- Network planning and development
- Programming
- Documentation
- Installation of all hardware and software (servers and workstations)
- 1st/2nd/3rd level support and training
Industry: Retail, Wholesale
Summary
I bring extensive experience in IT service management and cloud strategy with a strong focus on optimizing processes using Azure and ServiceNow. I excel in analyzing system maturity, orchestrating transformation projects, and guiding agile implementations to deliver efficient and robust IT operations.
My work spans public, financial, and automotive sectors, where I have improved incident, change, and asset management processes. I focus on building reliable frameworks, coaching teams, and ensuring seamless tool rollouts that drive efficiency and deliver concrete value.
Languages
Education
IT Training Center
Data Processing Clerk · Computer Science · Engelskirchen, Germany
Vocational School
Business Administrator
University of Applied Sciences
Studies without degree · Business Administration
Certifications & licenses
Sustainability in the Digital Age: Energy-Efficient Software Development
Sustainability In The Digital Age: Environmental Impacts Of AI Systems
Understanding and Avoiding AI Biases
Profitable AI
Internet Security
PRINCE2 Practitioner
McAfee Technical Professional System Security
McAfee Technical Professional Network Security
McAfee Technical Professional Data Protection
ITIL Foundation Certificate
MCSE W2K
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