Jürgen K.
Cloud & IT Service Management with Azure & ServiceNow (freelance)
Experience
Cloud & IT Service Management with Azure & ServiceNow (freelance)
- Implementing 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 for implementing 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 on reorganizing 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 implementing a standardized service catalog
- Supporting the transition to a new ticketing and monitoring system (ServiceNow/OpenText)
- Introducing quality gates in service processes
- Coaching internal team and department leads on 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
As part of a business succession / in collaboration with the previous and future business owners:
- Analyzing the financial situation
- Process analysis of all business areas (IT / Management / Accounting / Purchasing / Sales / Production)
- Documenting processes of all business areas (BPMN, UML)
- Optimizing processes
- Operational implementation or modification of processes and structures
- Redefining or expanding the business scope
- Providing operational support in the new business operation
- Advising on alternative business operations
Industry: Consumer Goods / Manufacturing & Trade
Incident & Process Manager
As an incident manager responsible for reviewing and improving the incident process as well as monitoring and optimizing daily operations (Tools: Helpline, Atlassian Confluence, and Jira)
- Managing contributions from support teams involved in the incident management process (1st Line, 2nd Line, etc.)
- Acting as the escalation point for involved staff
- Coordinating incident resolutions
- Managing the execution of major incidents (e.g., defining and bringing together resolution teams, integrating ALs and HALs into the resolution process, obtaining special approvals and permissions to enable quick resolution and recovery)
- Monitoring the effectiveness of the process and deriving suggestions for continuous improvement
- Deciding on extensions of 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 the other already implemented ITSM processes and optimizing these processes (BPMN, UML)
- Suggesting general optimizations for IT operations as well as for customer communication and acceptance
Industry: Public Sector
Service Delivery Manager - Big Data Analytics Platform (BDAP)
As a Service Delivery Manager, identify the customer's needs and oversee the delivery of BDAP services. The BDAP program (Big Data & Analytics Platform) is a company-wide analytics infrastructure mainly based on Azure components. This system provides data and analytics/AI-related technologies that are deployed and distributed globally in Azure, solutions for data discovery, dashboarding, and reporting, as well as advanced statistics, machine learning, and artificial intelligence.
Monitor and analyze processes and ensure high-quality customer service. Continuous improvement, training, and monitoring of processes in a Scrum environment. Requirements analysis, capturing and analyzing target vs. actual states and related documentation of target vs. actual states, followed by concept development, creating detailed designs and action options. In collaboration with internal and external customers, create requirement specifications (e.g., user stories) and develop a prioritized and expanded requirements catalog along with related problem and solution analysis, then assist in defining and creating test cases. Teamwork, monitoring daily activities of the various delivery teams, overseeing BDAP service levels and metrics, and direct communication with customers. Escalation level 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 split into 2nd level support for the Azure infrastructure as well as development teams (Germany and various locations in Asia), working in agile project management Scrum/sprints, DevOps, and CI/CD. Strong leadership skills are essential to effectively motivate and lead team members and to act as a strong team player. Transition activities during the handover to a new provider. The 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 target and actual infrastructure
- Data center planning and documentation with FNT Command
- Design of the data center infrastructure (approx. 10,000 servers)
- Consulting on project planning for the data center migration
- Coordination with service providers and moving teams
Industry: Finance / Information Technology
CMDB Manager / CMDB Expert
- Responsible as Service Management CMDB Administrator for developing and maintaining a continuously complete, consistent, and compliant Configuration Management Database (CMDB) in ITSM
- Reviewing existing processes and governance, developing new processes and implementing/taking over into live operation including training and support – for data collection, data maintenance, ensuring data quality, and escalation procedures, modeling processes in ARIS and Visio
- Defining standards for the CMDB, 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 collections 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 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 operations and all documentation in parallel in German and English
Industry: Public Sector / Administration, Information Technology
Project Lead / Project Management Device Replacement Rollout
- Defining and updating the project plan
- Coordination with various locations worldwide, rollout preparations
- Coordinating and contracting internal and external service providers worldwide
- Tracking the project plan, including escalation management if needed
- Tests and quality checks
- Reporting
Industry: Automotive, Information Technology
Project Manager + Processes + Data Protection Support
Data center migration project: physical relocation of an in-house data center to an external data center
- Coordination of individual teams
- Creation, editing, and monitoring of the project plan
- Clarification and coordination with internal and external stakeholders
- Capturing and documenting existing processes (BPMN, UML)
- Optimization of IT operational processes
- Consulting, design, and documentation of new processes (interim processes for migration and regular operations afterward)
- Process and tool training: evaluating the management system with the new provider, creating training materials, live training and supporting staff on the system; creating training materials for FNT Command and the new processes, training and ongoing support of employees
- Professional support for data protection
- Supporting departments, audits, and projects; research
- Contributing to assessments of processing of personal data
- Coordination with the data protection officer
- Maintaining documentation
- Additionally: consulting and support in FNT Command, CMDB administration (FNT Command, excluding tool installation), advising on processes and standards around FNT and the CMDB, creating and modifying CIs in the CMDB, training staff on using the CMDB, 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
- Project leadership, coordination of subprojects + reporting
- Detailed conception of existing processes, process analysis + improvements in Incident Management / Change Management / Problem Management
- Steering and monitoring of ongoing activities in Incident, Change, Problem, and Order Management
- Monitoring and reporting of contract compliance and performance
- Developing concepts, preparing decision papers, supporting acceptance processes, obtaining approvals
- Customer communication + service level monitoring
- Interface to customer Service Delivery Managers, operations team + external providers
- Preparations for and main point of contact for the customer in the weekly CAB / Change Advisory Board
- Service Level Management and SLA control
- Regular customer communication, preparation and conduction of 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 on implementation dates, technical requirements, resources, possible overlaps with other changes, fallback scenarios
- Risk assessment
- Possibly monitoring and coordinating during execution
- Handover/acceptance with the client after verifying complete documentation, updating and closing related tickets
- Incident and problem management as part of daily calls with the operations team
Process Alignment with 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 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) nationally and internationally
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 Management / Change Management / Problem Management
- Control and monitoring of ongoing processes in Incident, Change, Problem and Order Management
- Monitoring and reporting of contract fulfillment and performance
- Management of (billing-relevant) activities such as order management, escalation management, reporting control, invoicing
- Planning & conducting workshops, developing concepts, preparing decision documents, supporting acceptance processes, obtaining approvals
- Process and tool training: contract training, Incident/Change/Problem/Asset Management processes, tool HP Service Manager, FNT Command: training of the existing team and new staff. Creation of training materials (PowerPoint or videos), live training on site at branches and via WebEx
- Coordination with the central service desk and setup of the internal service desk
- Customer communication & service level monitoring
- Interface to shared service center managers, customer service delivery managers, operations team & external providers
- Onsite team lead (various locations), responsibility for the operations team and conducting daily status calls with the operations team and external provider
- Preparation for and main contact for the client in the weekly CAB / Change Advisory Board
- Service level management and SLA control
- Regular client communication, preparation and conduct of service review meetings
- Coordination of change requests for existing services
Change Management
- Review of change requests, clarify with requester if needed, create plans, coordinate with technicians or external contractors regarding implementation timing, technical requirements, resources, possible overlap with other changes etc., fallback scenario
- Risk assessment
- Monitoring and coordination during execution if required
- Handover/acceptance with the client after reviewing complete documentation, updating and closing related tickets
Asset Management / Lifecycle Management
- Creation, review and maintenance of CIs in the CMDB
- Also incident and problem management as part of a daily call with the operations team
Process alignment with the client for new service takeovers
- Transition of the data center to the new service provider
- Setup of an additional service team, alignment of all processes (Incident Management, Change Management, Problem Management, Asset Management, IT Security Management, Knowledge Management, Financial Management, Service Level Management, Capacity Management, Availability Management, Quality Management, Documentation Management, Service Portfolio Management)
- Regular alignment meetings for setup
- Establish regular meetings for individual processes
- Creation of service manuals
- Creation of operations manuals
- Onboarding of new employees
- Training of new employees
Industry: Automotive, Information Technology
Service Level Manager (SLM) / Lifecycle Management
The Service Level Manager is the interface between the customer/delivery manager and the platform and operations leads for procedures in his customer area. He is responsible for implementing the agreements in the OLA. He creates the OLA, commissions services from the providing units, ensures OLA monitoring and prepares the service report.
Key tasks (holistic view) of the Service Level Manager include:
- Creating provisioning orders via the customer tool
- Preparing quantity planning and technical forecasts
- Creating OLAs, aligning/adjusting SLAs
- Preparing the service schedule
- Initiating approval of the OLA (service schedule)
- Commissioning service delivery after approval by the delivery manager
- Activating provided procedural environments
- Monitoring services agreed 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 procedure-specific efforts as part of application controlling
- Managing procedure management within the Service Level Management process
- Continuously working on optimizing service delivery
- Supporting the development of the ICT service catalog
- Assisting the KDM in capturing customer requirements
Responsibilities
- Preparing the service schedule
- Processing and commercial responsibility for quantity planning
- OLA responsibility for the respective procedure
- Quantity control within signed OLAs (service schedules)
- Managing and executing the Service Level Management process related to the respective business process or procedure in his customer area
- Providing quantity planning for cost estimates
Technical foundation for responsibilities
- Good knowledge of ITIL processes
- Very good knowledge of the SLM process including tools and work aids
- Good knowledge of architectures related to his procedures
- Extensive knowledge in preparing service schedules
- Independent management of assigned procedures
Industry: Rail, Logistics
IT Project Coordinator - Change/Release Management
Responsibility as the central partner for providing IT standard components in test, integration and production environments. Supporting IT division and sales company projects; independently preparing and conducting training for internal staff; providing support in ongoing operations; implementing, conveying and monitoring the defined processes - both nationally and internationally (due to my language skills, main contact for international users in support; process and tool training for the provisioning process: day seminars/training in German and English, creating training concept and materials, preparing the test system for training, scheduling and room coordination. Trainings optionally on site in Munich, for colleagues in the USA/ China/ Japan/ Brazil/ South Africa via videoconference.
Taking over responsibility as internal service provider for providing required components until the solution goes live. Keeping projects updated on delivery progress. A tool allows detailed monitoring and controlling of desired provisions, guaranteeing agreed delivery times and proper documentation. In this context, providing process consulting, analysis as well as optimization and coordination, checking CIs in the CMDB, ensuring data integrity or arranging data corrections.
As part of a migration, also conducting extensive software tests, designing test objects, executing tests, describing test procedures and documenting results.
Industry: Automotive
IT Order Management
- Coordination of IT orders with internal departments / external service providers
- Reporting
- Order entry in SAP
- Communication with customers
Industry: Banking, IT Services, Information Technology
Project Assistant Software Development
Project support / stand-in for project manager / mainly organizational tasks with a strong technical background in automotive software development.
- Project plan maintenance
- Arranging interns
- Supervising diploma candidates
- Project communication (meeting minutes, presentations)
- Budget (controlling, requirements specs)
Industry: Automotive, Software House
Process Documentation in ARIS
Process documentation in ARIS, transferring the rudimentary existing process documentation from Alphabet planningIT to ARIS, while reviewing and updating the processes and newly defining missing processes in collaboration with the relevant departments/process owners (BPMN, UML).
Industry: Automotive
Requirements and Process Analysis
Preparation for the introduction of new software for the internal helpdesk:
- Process analysis in the company
- Process development and optimization (incident, problem, and change management)
- Process documentation / UML
- Requirements analysis for the software vendor
- Integration of collected data and creation of the specification document
Industry: Media
Project Management Office / Support
Support in the Project Management Office. Management and coordination of internal IT service providers. Project management assistance for process documentation, presentations, memos, reports in Excel, Access, PowerPoint, email, specifications (functional and requirements), service contracts – design and implementation of reporting tools (Excel, Business Objects/Crystal Reports). Support for project and regular communication (IT service management – preparation of monthly reporting – preparation of regular meetings with departments 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 independently leading subprojects, process coaching, establishing a unified IT reporting system in the company, and setting up SLAs including cost breakdowns.
Industry: Automotive
WAN Monitoring 1st Level (Provider)
- Active WAN network monitoring for provider 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 fault assessment and, if necessary, escalation to 2nd level via ticket system
- Ticket monitoring in eTTS, communication with application partners at the customer
- Network diagrams using MS Visio
- Monitoring network expansion for large customers with MS Project
Industry: Telecommunications
UHD - ServiceLine / Assistant and Support Employee
ServiceLine is the first point of contact for all support requests via phone or email.
Requirements are:
- Assisting users with troubleshooting
- Coordinating incident handling with internal and external parties
- Working in staggered shifts (service hours from 07:00 to 21:00)
Incident handling is done for client/server platforms based on Win2K, XP, network and the applications running on them (in-house developments of the group, the department and commercial software). Additional technical tasks such as printer assignments, data restoration, translating documentation and manuals into English.
Expected skill: System Engineer with the following requirements:
- Very good phone etiquette
- Experience administering Windows client/server environments (Win2K and XP)
- Installation experience (application installation, software packaging/integration)
- Good knowledge of TCP/IP and client/server environments
- High level of personal responsibility
- Very good spoken and written English skills
- Basic knowledge of administration tools under XP
- Good network expertise
- Experience with Microsoft Cluster and Veritas Volume Management
- Very good English skills (translating documentation and 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 provider, direct contact for all IT-related issues.
- 1st/2nd/3rd level support
- Independent design and optimization of the network (W9x / NT / W2K / XP / printers / hubs & switches / ...)
- Setting up and administering a LAN
- Planning, organizing, monitoring
- Configuring the server and workstations
- Monitoring security patches and updates, etc.
- Maintenance controlling of all hardware and software IT
- Employee training and support
Industry: Media
Web Design
Food Retail
Set up of the website for a specialty store/retail, starting with concept (content and design), technical implementation (programming and search engine optimization) and subsequent website marketing (submission 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-related issues
- 1st/2nd/3rd level support
- Operation of clients (Win7)
- Operation of infrastructure servers (W2K3 / AD)
- Configuration and maintenance of the firewall
- Operation and customization of backup & restore, script development
- License management
- Network planning & development
- Installation of all hardware and software (servers + workstations)
- Maintenance and monitoring of security (antivirus, access protection)
- Setting up and maintaining the database (resource management)
- Training
- Management of the telephone system
- Local programming (scripts + report creation)
- Documentation
Industry: Service
IT Support
Service Company
Network support
Industry: Medical Technology
IT Support
Umwelttechnik
External full-service IT:
- Network support, client and server operations, updates, etc. (RH Linux network)
- Firewall configuration and maintenance
- Documentation
Industry: Services
IT Support
Finanzmakler
External full-service IT, direct contact for all IT issues
- Network support (W9x / NT / Notebooks W2K)
- Software installations and updates
- Printer installation and maintenance
- RAS
- Security (antivirus / access control)
Industry: Financial services, Insurance
External network admin
Textile wholesale & retail
External full-service IT, responsible for network design and optimization, direct contact for all IT issues
- Network support (Desktop Win7 / Notebooks Win7 / Printers / Hubs & switches / WLAN / ...)
- Updates and maintenance of the Datev system
- RAS
- Training and support for staff
- Security (antivirus / access control)
Industry: Retail, Wholesale
External network admin
Vehicle manufacturing
External full-service IT, responsible for network design and optimization and thus business processes, coordination with other branches and Datev
- 1st/2nd/3rd level support + staff training
- Set up and expansion of the network including RAS
- Email system setup
- Network support (W9x / NT / Notebooks W2k / Printers / Hubs & switches / ...)
- Updates and maintenance of the Datev system
- Website setup and maintenance
- Security (antivirus / access control)
Industry: Automotive and rail vehicle manufacturing
Network administrator / Subproject and project management
Agency
- LAN/WAN administration (WAN/LAN network management, RAS, servers)
- Coordination of IT for German branches with head office in the USA
- 1st/2nd/3rd level support for other European branches
- Software programming, selection, and purchase
- LAN network administration, 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
- Planning, organization, monitoring
- Installation of all hardware and software (servers + workstations)
- Security maintenance and monitoring (antivirus, access control)
- Setup, support, and maintenance of customer database
- User support + training
- Telephone system support
- Local programming (scripts + report generation)
- Project management / subproject management
- Migration / roll-out
- Website setup and maintenance
- Setup and maintenance of a small local document management system
- Coordination with head office in the USA
- Project lead for W9x migration
- Project lead for local billing software programming
- Staff responsibility
- Subproject lead for integrating a new network after company acquisition
- Language: mainly English, both written and spoken
Industry: Services, Trading group, Media, Publishing
System/Network Administrator
Food Wholesale and Retail
solely responsible network administrator, direct point of contact for all IT 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 & restore, script development
- printer installation and maintenance
- network planning & development
- installation and updates of all hardware & software (servers + workstations)
- maintenance and monitoring of security (antivirus, access control)
- 1st/2nd/3rd level support + training
Industry: Retail, Wholesale
IT Clerk
Advertising Agency
Data was exported daily from the local AS-400 and provided to me. My task was to program various local reports and statistics (sales / items / suppliers) in both Excel and Crystal Reports.
Industry: Advertising Agency
System/Network Administrator / Programming, Network Management, Support
IT Accessories Wholesale and Retail
- software programming (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 & restore, script development
- IT purchasing, license management
- network planning & development
- programming
- documentation
- installation of all hardware & software (servers + workstations)
- 1st/2nd/3rd level support + 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
EDV-Schulungs-Center
IT 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-E cient 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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