Nina Gogeshvili
IT Service Management Business and Technical Solutions Consultant, PM Business Consultant
Experience
Sep 2024 - Jan 2025
5 months Germany
IT Service Management Business and Technical Solutions Consultant, PM Business Consultant
EnviaM Group
Project: ITSM Consulting, Optimization of Processes
- Strategy consulting and optimization of existing processes.
- Definition of the Incident Coordinator role.
- Optimization of dashboards and reporting systems.
- Reporting to stakeholders.
- Team size: 1
- Tools: ServiceNow, Visio
Aug 2024 - Sep 2024
2 months Germany
Implementation
District office and schools Bavaria
Project: Coordination and implementation of CMDB Project
- Structure of CMDB architecture.
- Reporting to stakeholders.
- Team size: 8
- Tools: efecte, Python, XML
Mar 2023 - Apr 2024
1 year 2 months Bern, Switzerland
Application Management
UPD | The University Psychiatric Services Bern
Project: ITSM Practices, Application Management, Service Catalogue
- Strategy consulting and optimization of existing processes.
- Fixing major problems in the OMNITRACKER tool and interfaces.
- Power user and helpdesk support after adjustments.
- Coordination, Control of third-party service providers, OMNITRACKER Developers, as well as internal departments of the customer.
- Execution of requirement engineering for Process automation.
- Leading workshops on ITSM Architecture and product features, testing with various working groups internally and externally, bug fixing and implementation, Scripting (VBS).
- Budget planning and monitoring.
- Reporting to stakeholders.
- Coordination and Implementation of follow-up adaptations.
- Team size: 1
- Tools: OMNITRACKER, Active Directory, Exchange, VBS
Implementation
A financial Services Company| Managed Service Provider
Project: Migration of Jira Service management Cloud, Implementation of the ITIL Practices in Jira Duration: 6 months
- Consulting for implementation and migration of JIRA Service Management system.
- Implementation, customizing of Self-Service Portal, Ticketing System backend, Import of old Incidents, Service Requests, Changes from the previous system and project rollout.
- User and Admin Trainings (Jira).
- Execution of requirement engineering for Process automation.
- Leading workshops on ITSM Architecture and product features, testing with various working groups internally and externally, bug fixing and implementation.
- Budget planning and monitoring.
- Reporting to external and internal stakeholders.
- Resource and time management for development.
- Coordination and Implementation of follow-up adaptations.
- Team size: 2
- Tools: JIRA Service Management, Confluence
Implementation, Technical Consultant
Facility Management Concern
Project: Digital Transformation Duration: 6 months
- Process Consulting for implementation and migration of ITSM, CMDB and various internal Tools in OMNITRACKER system.
- Implementation, customizing of requirements on ticketing System backend.
- Project Rollout.
- Designing Crystal Reports (PDF Output).
- Supporting of testing, bug fixing, Scripting (Visual Basic Scripting).
- Implementation of follow-up adaptations.
- Team size: 2
- Tools: OMNITRACKER, Crystal Reports, Visio
Germany
Lead Consultant
Federal Network Agency
Project: Digital Transformation Duration: 6 months
- Process Consulting for implementation and migration of ITSM, CMDB and various internal Tools such as complaint management in OMNITRACKER system.
- Planning, Implementation, customizing of ticketing System backend.
- User and Admin Trainings (OMNITRACKER).
- Designing Crystal Reports (PDF Output).
- Execution of requirement engineering for Process automation.
- Leading workshops on Solution Architecture and product features.
- Supporting of testing with various working groups on customer side, bug fixing, Scripting (Visual Basic Scripting).
- Coordination and Implementation of follow-up adaptations.
- Team size: 3
- Tools: OMNITRACKER, Crystal Reports, Visio, MS Power Point
Germany
Implementation
German Logistic Company
Project: ITSM Project implementation Duration: 8 months
- Implementation, customizing of Self-Service Portal, Ticketing System backend.
- User and Admin Trainings (efecte).
- Execution of requirement engineering for Process automation, defining user stories.
- Implementation of follow-up adaptations.
- Team size: 15
- Tools: efecte
Germany
Lead Consultant
German Private Bank company
Project: ITSM Project implementation and Roll-out Duration: 3 months
- Process Consulting for implementation and migration of Incident, Service Request Management and Configuration Management Data Base.
- Implementation, customizing of Self-Service Portal, Ticketing System backend.
- User and Admin Trainings (efecte).
- Execution of requirement engineering for Process automation.
- Leading workshops on ITSM Architecture and product features, supporting of testing with various working groups on customer side, bug fixing, Scripting (Python).
- Coordination and Implementation of follow-up adaptations.
- Team size: 3
- Tools: efecte, MS Power Point, MS Visio
Germany
Implementation, Technical Consultant
IT Department of Police of Hesse
Project: Digital Transformation Duration: 3 months
- Process Consulting for implementation and migration of ITSM, CMDB and various internal Tools in OMNITRACKER system.
- Implementation, customizing of requirements on ticketing System backend.
- User and Admin Trainings (OMNITRACKER).
- Designing Crystal Reports (PDF Output).
- Supporting of testing with various working groups on customer side, bug fixing, Scripting (Visual Basic Scripting).
- Implementation of follow-up adaptations.
- Team size: 5
- Tools: OMNITRACKER, Crystal Reports, Visio
Lead Consultant
IT Digitalization Consulting Company | Managed Service Provider
Project: Replacement of a previous ITSM system Duration: 4 months
- Lead Consulting for implementation and migration of efecte ITSM system.
- Implementation, customizing of Self-Service Portal, Ticketing System backend, Import of old Incidents, Service Requests, Changes from the previous system and project rollout.
- User and Admin Trainings (efecte).
- Execution of requirement engineering for Process automation.
- Leading workshops on ITSM Architecture and product features, testing with various working groups internally and externally, bug fixing and implementation, Scripting (Python).
- Budget planning and monitoring.
- Reporting to external and internal stakeholders.
- Resource and time management for development and marketing.
- Coordination and Implementation of follow-up adaptations.
- Team size: 3
- Tools: efecte, OMNITRACKER, Python, Trello, Confluence
Germany
Lead Consulting
IT Security Consulting Company | Managed Service Provider | German market leader
Project: ITSM Practices, HR Onboarding Process Duration: 6 months
- Lead Consulting for implementation and migration of efecte ITSM system.
- Coordination, Implementation, customizing of Self-Service Portal, Ticketing System backend and project rollout.
- User and Admin Trainings (efecte).
- Control of third-party service providers, efecte Developers, as well as internal departments of the customer.
- Execution of requirement engineering for Process automation.
- Leading workshops on ITSM Architecture and product features, testing with various working groups internally and externally, bug fixing and implementation, Scripting (Python).
- Budget planning and monitoring.
- Reporting stakeholders.
- Resource and time management for development and marketing.
- Coordination and Implementation of follow-up adaptations.
- Team size: 12
- Tools: efecte, Trello, Python, XML, MS Visio, MS Power Point
Germany
Lead Consultant
Museum | German Entomological Institute
Project: ITSM Project Duration: 2 months
- Lead Consulting for implementation of CMDB and IT Service management Practices.
- Coordination, Implementation, customizing of Self-Service Portal, Ticketing System backend.
- User Training (efecte), coordination of external IT Supporters.
- Execution of requirement engineering for Process automation, defining user stories.
- Leading workshops on product features, testing with various working groups internally and externally, bug fixing, customizations, User Permission Management, Scripting (Python), support.
- Project rollout.
- Coordination and Implementation of follow-up adaptations.
- Team size: 1
- Tools: efecte, Python, Trello, MS Visio, MS PP
Germany
Lead Consultant
Museum | German Entomological Institute
Project: HR Service Management, Travel expense management digitization, Roll-out Duration: 4 months
- Lead Consulting for implementation and migration of efecte ITSM system.
- Coordination, Implementation and customizing of Self-Service Portal, Ticketing System backend, AD Migration.
- Self Service Portal, backend, redesign of connector and interface (Linux, Apache-Server).
- User Training (efecte), permanent on-site support of employees in defining user stories.
- Execution of requirement engineering for Process automation.
- Leading workshops on product features, testing with various working groups internally, bug fixing, customizations, Scripting (Python), support.
- Coordination and Implementation of follow-up adaptations.
- Team size: 1
- Tools: efecte, Trello, Visio
Germany
Junior IT Consultant, Application Maintenance
Union investment IT-Services
Project: ITSM, Further development and support Duration: 42 months
- Application maintenance, process optimization, definition, and realization of requirements.
- Designing Crystal Reports (PDF Output).
- Supporting of testing with various working groups on customer side, bug fixing, Scripting (Visual Basic Scripting).
- Implementation of follow-up adaptations.
- Team size: 4
- Tools: OMNITRACKER, Crystal Reports, Visio
Summary
Based on my 10+ years of experience, I analyse the overall situation together with the project team and all stakeholders. In workshops that I moderate, we go through the standard architecture and the individual practices of the ITSM system. We define individually tailored user stories and the technical requirements for implementing the architecture and automated workflows. Depending on your preferences afterwards or right from the start, I lead short training sessions for more user acceptance, for better testing and to promote more engagement, motivation and transparency when working with the chosen ITSM tool.
Languages
Georgian
Native
English
Advanced
German
Advanced
Russian
Advanced
Spanish
Elementary
Certifications & licenses
Efecte Implementation
ITIL v3 Foundation
ITIL v4 (Training)
OMNITRACKER Implementation
Reporting (Crystal Reports)
SCRUM (Training)
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