Jürgen Kasch - Cloud & IT Service Management with Azure & ServiceNow (freelance)

Recommended expert

Friedberg, Germany

Experience

Mar 2025 - Jul 2025

5 months

Cloud & IT Service Management with Azure & ServiceNow (freelance)

IT services / Cloud / Service management

Operationalizing Azure cloud strategy and aligning it with ServiceNow ITSM
Conducting maturity assessments in application operations and deriving transformation measures
Managing infrastructure providers and hybrid service organizations
Tool rollout and governance documentation in ServiceNow
Agile support to introduce lean ITIL-agile workflows
Tools & methods: Azure, ServiceNow, ITIL v4, Agile (Scrum/Kanban), Jira, Confluence

Aug 2024 - Feb 2025

7 months

Program management / Strategic IT process optimization & service consulting

Public sector / IT services

Strategic consulting for a public IT service provider to reorganize service delivery structures
Analyzing, reviewing, and optimizing existing ITIL processes (incident, change, problem, asset, service request)
Setting up 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 leaders on agile methods (Scrum, Kanban)
Leading an interdisciplinary expert team (service management, IT security, data protection)
Tools & methods: ServiceNow, OpenText, Jira, Confluence, MS Teams, BPMN 2.0, UML, MS Visio, ITIL v3/v4, ARIS

Mar 2023 - Jul 2024

1 year 5 months

Interim management / Executive management

Consumer goods / manufacturing & retail

As part of a succession plan / in collaboration with the former and future business owners
Analyzing the financial situation
Process analysis of all business areas (IT / management / accounting / procurement / sales / production)
Process documentation of all business areas (BPMN, UML)
Process optimization
Operational implementation or change of processes and structures
Redefining or expanding the business scope
Operational support in the new business operation
Consulting on alternative business operations

Mar 2022 - Dec 2022

10 months

Incident & Process Manager

Public sector

As incident manager, responsible for reviewing and further developing the incident process as well as monitoring and optimizing daily operations
Managing the contributions of support teams involved in the incident management process (1st line, 2nd line…)
Escalation point for involved employees
Coordinating incident resolutions
Managing major incident handling (e.g., defining and bringing together resolution teams, integrating ALIs and HALs into the resolution process, obtaining special approvals and permissions for rapid resolution and restoration)
Monitoring process effectiveness and deriving suggestions for continuous improvement
Deciding on extending resolution times for incidents
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 those processes (BPMN, UML)
Proposing general optimizations in IT operations, including customer communication and acceptance
Tools: Helpline, Atlassian Confluence, and Jira

Apr 2021 - Feb 2022

11 months

Service Delivery Manager - Big Data Analytics Platform (BDAP)

Finance / Insurance / Information Technology

As 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 provides data & analytics / AI-related technologies deployed and distributed worldwide in Azure, solutions for data discovery, dashboarding 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, gathering and analyzing target and actual states, documenting them, followed by designing, creating detailed concepts and options for action
Collaborating with internal and external customers to write requirement specifications (e.g., user stories) and creating a prioritized and extended requirements catalog, along with problem and solution analysis, then assisting in writing and creating test cases
Teamwork, monitoring daily activities of different delivery teams, oversight of BDAP service levels and metrics, and direct interaction with customers
Escalation point for customers and internal delivery teams, contact for management and reporting to management
Reporting, organizational tasks, leading meetings
The team is split into 2nd level support for Azure infrastructure and development teams (Germany and various locations in Asia), working under agile project management (Scrum / sprints), DevOps and CI/CD
Leadership qualities to motivate team members
Transition activities during provider change
Project language: English
Tools: Teams, ServiceNow, Azure monitoring tools, Lean IX, Servity

Dec 2020 - Apr 2021

5 months

Data Center Planner with FNT Command

Finance / Information Technology

Analysis of planned vs. actual infrastructure
Data center planning and documentation with FNT Command
Design of the data center infrastructure (approx. 10,000 servers)
Consulting in project planning for the data center relocation
Coordination with service providers and relocation teams

May 2020 - Nov 2020

7 months

CMDB Manager / CMDB Expert

Public Sector / Administration, Information Technology

Responsible as Service Management CMDB Administrator for the development and maintenance of a continuously complete, consistent, and compliant Configuration Management Database (CMDB) in ITSM
Review existing processes and governance, develop new processes, and establish/transition them to live operation including training and support for data collection, data maintenance, data quality assurance, and escalation procedures, with process documentation in ARIS and Visio
Definition of standards for the CMDB, review and creation of the data model
Data checks in iET Enterprise Workcenter and DCON IT-SPS Servity, SQL databases, ServiceNow, BMC Remedy, MS Active Directory, data collection via Discovery, SNMP, CMS
Management and identification of configuration items
Checking and maintaining the completeness of CMDB data and developing measures to validate and ensure data accuracy across the CMDB
Conducting audits and resolving 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 the efficiency of current CM processes
Ongoing operation and all documentation in parallel in German and English

Nov 2018 - Apr 2020

1 year 6 months

Project Lead / Project Management for Device Replacement Rollout

Automotive Industry, Information Technology

Define and update the project plan
Coordinate with various global sites, rollout preparations
Coordinate and commission internal and external service providers worldwide
Track the project plan, with escalation management as needed
Testing and quality checks
Reporting

Feb 2017 - Mar 2018

1 year 2 months

Project Manager + Processes + Data Protection Support

Consulting Firm, Services

Data center migration project: physical relocation of an in-house data center to an external data center
Coordinating the individual teams
Creating, editing, and monitoring the project plan
Clarification and coordination with internal and external stakeholders
Capture and documentation of existing processes (BPMN, UML)
Optimization of IT operational processes
Consulting, design, and documentation of new processes (interim processes for the migration and regular operation afterwards)
Process and tool training: evaluating the management system at the new provider, creating training materials, live training and supporting staff on the system
Creation of training materials for FNT Command and the new processes, training and ongoing support of staff
Specialist support in data protection
Support for departments, audits, and projects, research
Participation in assessments of personal data processing
Coordination with the data protection officer
Documentation maintenance
Consulting and support in FNT Command, CMDB administration (FNT Command), advising on processes and standards for FNT and the CMDB, creating and updating CIs in the CMDB, training staff on using the CMDB, preparing status reports on CIs/CMDB

Nov 2016 - Mar 2018

1 year 5 months

Support / Service Delivery Manager + Process Analysis / Coordination, Incident Manager, Change Manager

Finance, Information Technology

Project leadership, coordination of sub-projects + reporting
Detailed design of existing processes, process analysis and improvements in incident management / change management / problem management
Control and monitoring of ongoing operations in incident, change, problem, and order management
Monitoring and reporting of contract fulfillment and performance
Developing concepts, drafting decision papers, supporting approval processes, and obtaining sign-offs
Customer communication + service level monitoring
Interface with service delivery managers (customer), operations team + external providers
Preparation 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 of service review meetings
Coordination of change requests for existing services
Change management: review of change requests, drafting plans, coordination with technicians/external parties regarding implementation schedule, technical requirements, resources, risk assessment, fallback scenarios
Monitoring and coordination during the process
Handover/acceptance with the client after reviewing the complete documentation, updating and closing the related tickets
Daily calls with the operations team for incident and problem management
Process coordination with the customer for adoption of new services: regular alignment meetings to develop, revise, and review service and operations manuals

Oct 2016 - Dec 2016

3 months

Change Manager

Energy Industry

Qualification, coordination, and planning of changes
Monitoring progress and providing support for changes
Communicating with international clients
Overall coordination and acting as interface between internal and external delivery units
Supporting the planning and leading of (Emergency) Change Advisory Boards (CAB) nationally and internationally

Sep 2014 - Oct 2016

2 years 2 months

On-site

Service Delivery Manager / Support + Process Analysis / Coordination, Asset Manager, Incident Manager, Change Manager, Team Lead

Automotive Industry, Information Technology

Project management, coordination of subprojects, and reporting
Detailed design of existing processes, process analysis, and improvements in Incident Management / Change Management / Problem Management
Managing and monitoring ongoing processes in incident, change, problem, and order management
Monitoring and reporting on contract fulfillment and performance
Overseeing activities such as order management, escalation management, reporting control, invoicing
Planning and conducting workshops, developing concepts, preparing decision templates, supporting acceptance processes, and obtaining approvals
Process and tool training: contract training, incident/change/problem/asset management processes, HP Service Manager tool, FNT Command
Creating training materials (PowerPoint or videos), and conducting live trainings on-site at branches as well as via WebEx
Coordinating with the central service desk and setting up the internal service desk
Customer communication and service level monitoring
Serving as interface to shared service center managers, customer service delivery managers, operations team, and external providers
Onsite team lead (various locations), responsible for the operations team, and conducting daily status calls with the operations team and external providers
Main point of contact for the client 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 for existing services
Change management: reviewing change requests, plans, resource coordination, risk assessment, fallback scenarios, monitoring, and handover/acceptance
Asset management / lifecycle management: creating, reviewing, and maintaining CIs in the CMDB
Daily calls with the operations team for incident and problem management
Aligning processes with the client for taking on new services
Transitioning the data center to the new service provider
Building an additional service team and coordinating all ITIL processes
Creating service and operations manuals
Onboarding and training new employees

Sep 2013 - Mar 2014

7 months

Service Level Manager (SLM) / Lifecycle Management

Rail & Logistics

Interface between customer/delivery managers and platform and process operations
Responsible for implementing agreements in the OLA
Creating OLAs and service reports, commissioning services from service units
Creating provisioning orders using the customer tool
Developing capacity planning and technical forecasts
Aligning/adapting SLAs and creating the service certificate
Initiating OLA (service certificate) approval and commissioning service delivery
Activating provisioned operational environments
Monitoring agreed services in the OLA
Supporting incident handling and initiating control measures
Creating, reviewing, and distributing the standard customer service report
Evaluating and analyzing process-specific efforts as part of application controlling
Controlling process management within the service level management process
Optimizing service delivery and supporting the development of the ICT service catalog
Assisting with capturing customer requirements
Technical fundamentals: ITIL processes, SLM process and tools, and process architectures

Mar 2009 - Sep 2013

4 years 7 months

Munich, Germany

IT Project Coordinator - Change/Release Management

Automotive Industry

Responsible as central partner for providing IT standard components in test, integration, and production environments
Supporting projects in the IT department and sales companies
Independently preparing and conducting training for internal staff and providing support in day-to-day operations
Implementing, facilitating, and monitoring provisioning processes nationally and internationally
Main point of contact for international users in support (English/German)
Developing training concepts and materials, preparing the test system, and coordinating schedules and rooms
Conducting on-site training in Munich and via videoconference for locations in the USA, China, Japan, Brazil, and South Africa
Monitoring and controlling requested deployments and ensuring agreed delivery times using tools
Process consulting, analysis, optimization, and coordination
Checking CIs in the CMDB and ensuring data integrity
Software testing: designing test objects, describing test procedures, and documenting results in the context of a migration

Jul 2008 - Sep 2008

3 months

IT Order Management

Banks, IT Services, Information Technology

Coordinating IT orders with internal departments and external service providers
Reporting
Creating orders in SAP
Communicating with customers

Apr 2008 - Jun 2008

3 months

Software Development Project Assistant

Automotive industry, software company

Project assistance / stand-in for the project manager with a technical background in automotive software development
Maintaining project plans
Personnel management: recruiting interns, supervising thesis students
Project communication: meeting minutes, presentations
Budget management: cost control, requirements specifications

Nov 2007 - Dec 2007

2 months

Process Documentation in ARIS

Automotive industry

Process documentation in ARIS
Transferring rudimentary process documentation from Alphabet planningIT to ARIS
Reviewing, updating and redefining processes (BPMN, UML) in collaboration with process owners

Aug 2007 - Oct 2007

3 months

Requirements and Process Analysis

Media industry

Preparation for the introduction of new software for the internal helpdesk
Process analysis within the company
Process development and optimization (incident, problem and change management)
Process documentation / UML
Requirements analysis for the software vendor
Integrating collected data and creating the functional specification

May 2007 - Aug 2007

4 months

Project Management Office / Support

Automotive industry

Support in the Project Management Office (PMO)
Managing and coordinating internal IT service providers
Project management assistance for process documentation, presentations, memos, reports (Excel, Access, PowerPoint)
Creating functional and requirements specifications and service contracts
Designing and implementing reporting tools (Excel, Business Objects/Crystal Reports)
Supporting project and routine communication (IT service management)
Preparing monthly reports and meetings with departments and service providers
Analyzing existing workflows and setting up and implementing ITIL processes
Monitoring subprojects, supporting subproject managers and independently leading subprojects
Providing process coaching and setting up unified IT reporting including SLAs and cost breakdowns

Jun 2006 - Jan 2007

8 months

WAN Monitoring 1st Level (Provider)

Telecommunications

Active WAN network monitoring for provider customers (PMA Netcool/OMNIbus, Nagios, SiteScope, HP OpenView Network Node Manager)
Configuring switch ports and checking routers and switches
Analyzing logs and status messages from routers
Identifying and resolving issues with routers, switches as well as DNS, DHCP, FTP and HTTP
Performing initial troubleshooting of incidents and forwarding to 2nd level via ticket system (eTTS)
Monitoring tickets and communicating with customer contacts
Creating network diagrams using MS Visio
Monitoring network expansion for major customers using MS Project

Oct 2005 - Feb 2006

5 months

UHD - ServiceLine / Assistant and Support Staff

Banking, Financial Services

First point of contact for support requests by phone or email
Assisting users with incident resolution
Coordinating incident handling with internal and external parties
Handling incidents for client/server platforms based on W2K, XP, network, and applications (in-house and commercial software)
Technical tasks: printer assignments, data restoration
Translating documentation and manuals into English
Environment: TCP/IP, Windows 2000, Windows XP, Microsoft Cluster, Veritas Volume Manager

Mar 2004 - Sep 2005

1 year 7 months

Network Administrator and Subproject Lead

Printing Company

External full-service IT and point of contact for all IT questions
1st/2nd/3rd level support
Independently designing and optimizing the network (W9x / NT / W2K / XP)
Setting up and administering a LAN (configuring servers/workstations, hubs, switches, printers)
Planning, organizing, and monitoring
Overseeing the implementation of security patches and updates
Maintenance controlling of all IT hardware and software
Employee training and support

Mar 2004 - Apr 2004

2 months

Web Design

Food Retail

Setting up the website for a specialty store/retail
Conceptual design (content and layout)
Technical implementation (programming and optimization for search engines)
Website marketing: registering with search engines/directories, link building

Jan 2004 - Present

22 years 1 month

IT Support / Network Administrator

Agency

External full-service IT: network support (desktops/notebooks Win7, printers, hubs, switches, WLAN)
1st/2nd/3rd level support
Operating clients (Win7) and infrastructure servers (W2K3 / AD)
Configuring and maintaining the firewall and handling backup & restore (script development)
License management and network planning & development
Installing all hardware and software (servers + workstations)
Maintaining and monitoring security (antivirus, access control)
Setting up and maintaining the database (resource management)
Training employees and managing the telephone system
Local programming (scripts + report generation) and documentation

Jan 2004 - Present

22 years 1 month

IT Support

Service Company (Medical Technology)

Network support

Dec 2003 - Present

22 years 2 months

IT Support

Umwelttechnik

External full-service IT
Network administration, operation of clients + servers (RH Linux network)
Firewall updates, configuration and maintenance
Documentation

Mar 2001 - Mar 2003

2 years 1 month

IT Support

Finanzmakler

External full-service IT
Network administration (W9x / NT / Notebooks W2K)
Software installations, updates and printer maintenance
RAS and security (antivirus / access control)

Jan 2001 - Present

25 years 1 month

External Network Administrator

Textile wholesale and retail

External full-service IT
Independently design and optimize the network
Network administration (desktops / Notebooks Win7, printers, hubs, switches, WLAN)
Updates and maintenance of the Datev system
RAS, training and support for employees
Security (antivirus / access control)

Jan 2000 - Dec 2002

3 years

External Network Administrator

Vehicle manufacturing

External full-service IT
Independently design and optimize the network and business processes
Coordinate with other branches and Datev
1st/2nd/3rd level support + training for employees
Set up and expand the network including RAS
Mail system setup
Network administration (W9x / NT / Notebooks W2k / printers / hubs & switches)
Updates and maintenance of the Datev system
Website setup and maintenance
Security (antivirus / access control)

Sep 1996 - Mar 2003

6 years 7 months

Network Administrator / Subproject & Project Manager

Agency (services, trade group, media, publishing)

LAN/WAN administration (WAN/LAN network management, RAS, servers)
Coordinate IT for the German branch with the parent company in the USA
1st/2nd/3rd level support for other European branches
Software programming, selection and procurement
Administration of the LAN network based on Win NT/2k and Novell 5.1 (RAID systems)
Operation and customization of backup & restore, script development
Documentation, IT purchasing, license management
Exchange server administration
Network planning & development (hardware and software installation for servers and workstations)
Security maintenance and monitoring (antivirus, access protection)
Setup, support and maintenance of customer database
User support, training and management of the telephone system
Local programming (scripts & report generation)
Project management / subproject management: migration / roll-out, W9x migration, local billing programming
Setup and maintenance of a website and a small local document management system
Staff responsibility
Subproject management for integrating a new network after acquisition
Communication mainly in English

Aug 1995 - Jun 1996

11 months

System/Network Administrator

Food wholesale and retail

Sole network administrator
Independent implementation of general management directives
Software selection, purchase, and installation
Administration of the LAN network based on Windows and Novell
Operation and customization of Backup & Restore, development of scripts
Installation and maintenance of printers
Network planning & development (hardware & software for servers and workstations)
Maintenance and monitoring of security (antivirus, access control)
1st/2nd/3rd level support + training

Jan 1995 - Dec 1995

1 year

IT Specialist

Advertising agency

Data export from local AS/400
Programming various local reports and statistics (sales / items / suppliers) in Excel and Crystal Reports

Jan 1989 - Mar 1993

4 years 3 months

System/Network Administrator / Programming, Network Management, Support

IT accessory wholesale and retail

Software programming: in-house development of a network-enabled inventory management system in C++ with interfaces (e.g. accounting)
Software selection, purchase, and installation
Administration of the LAN network based on Windows and Novell
Operation and customization of Backup & Restore, development of scripts
IT purchasing, license management
Network planning & development and documentation
Installation of all hardware & software (servers + workstations)
1st/2nd/3rd level support + training

Summary

Field of activity: mainly (partial) project management and coordination, network support, network management, helpdesk lead (over 20 years of experience in these areas, also with various ticket systems)

Main focus: IT service control/IT leadership, processes, incident, problem, change, and release management. Since 2009, besides smaller ongoing projects (system/network management), mainly working in change/release management or as a service level manager, IT team lead or service delivery manager, incident, change or asset manager, or as a process specialist/transition manager, data protection – basically more management/processes/team lead and not (so) deep into technical details.

Self-employed since 2002 with own GmbH, no employee leasing

Skills

Operating Systems

Windows
Windows 1.0 – Win10
Cp/m
Eurix

Languages (Programming Languages)

Basic
Ebus-generator-c
Html
C++
Ms Visual Basic
Sql
Xml
Atlas

Databases

Ms Access
Mysql
Dbase
Ms Sql Server
Informix
Foxpro

Dc/networks

Ipx
Lan
Novell
Novell Netware
3270
Dhcp
Http
Hub
Internet
Wan
Intranet
Pop3
Smtp
Dns
Novell Netware 3.x
Win95
Ftp
Firewall
Imap
Isdn
Router
Spx
Novell Netware 5.x
Cisco Router
Dsl
Novell Netware 2.x
Win Nt
Hbci
Mapi
Netbeui
Netbios
Novell Netware 4.x
Switches
Wins
Samba
Winsock
Checkpoint Firewall

Tools

Ms Internet Explorer
Ms Office
Crystal Reports
Ms Backoffice
Active Directory
Pc Anywhere
Itil
Ms Exchange
Ms Exchange 5.5
Ca Arcserve
Coreldraw
Datev
Netscape Navigator
Remedy
Ms Project
Ms Visio
Ms Sql
Roll-out
Aris
Apache
Lotus Notes
Staroffice
Citrix Metaframe
Data Warehouse
Ms Exchange 2000
Ms Exchange 2003
Cti
Exceed
Ms Sharepoint Portal Server
Ms Internet Information Server
Netinstall
Documentum
Ms Office 95/97
Ms Sharepoint Server
Peregrine Service Center
Telnet
Fnt Command
Ucmdb
Servicenow
Bmc Remedy

Hardware

Pc
Compaq
Hp
Raid
Scanner
Streamer
Modem
Printer
Siemens

Releases

Audit Management

SAP

Sap R/3
Sap-cats
Sap-cs
Sap-sd

Tools, Methods

Nfs
Uml
Doors

Bus, Communication

Ethernet
Tcp/ip
Wlan
Scsi

Functions

Project Management

Soft Skills

Self-directed Work
Willingness To Perform
Conscientiousness
Customer Focus
Networking
Organizational Skills
Teaching Skills
Independent Working Style
Verbal Communication Skills
Teamwork
Reliability
Personal Organization
Time Management

Additional Skills

Alphabet Planningit
Cmdb
Project Management
Windows 7
Zope Cms
In-house Application For Provisioning Process
Windows 2008
Bmc Itsm Suite
Bmc Itsm Suite (Bmc Atrium Sso)
C600
Etts
Aris Business Publisher
Avb Modeling
Asset Management
Analytical Ability
Bizagi
Change Management
Printers (>10, Advanced)
Fnt Command
Leadership Skills
Hp Asset Manager
Hp Openview Network Node Manager
Hp Service Center
Incident Management
Intercultural Competence
Communication Skills
Ms Office 2003 Impact / Webimpact (Ticket System)
Ms Terminal Server
Dell Blackberry
Ms Exchange 2013
Nagios
Netcool / Omnibus
Opentext Document Management System
Organizational Skills
Pma
Precision Tools
Independent Working Style
Servicenow
Sharepoint
Sitescope
Teamwork
Team Leadership
Transition Management
Vw Service Center
Negotiation Skills
Determination

Industries

Automotive
Railway
Banks
Consulting Firms
Services
It Services
Retail
Energy Industry
Vehicle And Rail Construction
Financial Services
Wholesale
Retail Group
Information Technology
Logistics
Media
Medical Technology
Software Company
Telecommunications
Publishing
Insurance
Advertising Agency

Activities

Administration
Selection
Consulting
Documentation
Document Management
It Application
It Support
It Management
Procurement
Leadership
Help Desk
Hotline
Implementation
Installation
Integration
It Service Management
Configuration
Concept Development
Customer Training
Migration
Network Administration
Network Analysis
Organization
Outsourcing
Presales
Project Management
Project Planning
Release Management
Training
Service
Support
System Administration
Technical Support
Technical Documentation
Subproject Management
Training
Troubleshooting
Web Design

Languages

German

Native

English

Advanced

Education

Jul 1991 - Jul 1993

IT Training Center

IT business administrator · Computer Science

Jan 1990 - Jun 1991

Vocational school

Business administrator

Oct 1987 - Jun 1989

University of Applied Sciences

Studies without degree · Business administration

...and 1 more

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 (not renewed)

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