Process Manager for Process Improvement and Migration to ITIL 4

Support in improving and migrating the existing process descriptions of Service Catalog Management, IT Service Continuity Management, Service Asset and Configuration Management, Service Level Management, Capacity Management, and Change Management processes in IT Service Management into the TopEase tool with consideration of ITIL 4. Developed the concept for the Application Management process.

• Support for migrating existing IT service management process descriptions into the TopEase tool according to ITIL 4
• Support in analyzing and evaluating existing process documentation to identify and implement improvement opportunities
• Creation and enhancement of process documentation, including dependencies on other processes
• Consolidation of sub-processes described in various technical manuals into a single process, considering stakeholder requirements
• Development of the Application Management concept and rollout of the process

Applied technologies and methods:

• ITILv3
• ITIL 4
• SharePoint
• Atlassian Confluence
• Draw.io
• BPMN
• TopEase

Project manager responsible for developing the concept and implementing Service Catalog Management and Service Request Management processes. Supported audit preparation and compliance with regulatory requirements, and contributed to the development of the IT service enterprise architecture.

• Assessed the current state and developed a concept for two ITIL processes: Service Catalog and Service Request Management
• Defined roles and responsibilities
• Created process documentation in Confluence using Draw.io, PowerPoint, and Excel
• Selected tools and implemented the two processes in the chosen tool: Jira Service Management
• Mapped dependencies on other processes
• Participated in defining SLAs/KPIs and negotiated with service providers
• Stakeholder management
• Project management activities
• Actively participated in audit preparation with recommendations and potential improvements
• Collaborated actively with the IT service enterprise architecture team
• Communicated and coordinated efforts
• Worked with knowledge management to create training and documentation for the new processes

Applied technologies and methods:

• ITIL
• Atlassian Jira Software
• Atlassian Jira Service Management
• Atlassian Confluence
• Draw.io
• BPMN
• Cisco Webex
• PRINCE2
• TOGAF

Supported the design of a PoC for implementing Xray based on customer requirements and existing infrastructure, considering already implemented fields, workflows, and add-ons in the available Jira instance.

• Assisted the requirements and test management teams with questions about JIRA/Xray Test Management for Jira standards
• Reviewed and evaluated current test procedures and documentation
• Supported the drafting of the implementation roadmap
• Advised on the current situation
• Assisted in preparing the concept for the PoC
• Proposed implementation approaches

Applied technologies and methods:

• Scrum
• Xray Test Management for Jira
• Atlassian Jira Software
• Atlassian Confluence
• Microsoft Teams

Consulting and support as project manager and Atlassian Jira expert on the concept of implementing projects and processes, workflows, reporting, forms, and other add-ons in Jira, as well as coordinating onboarding processes and training.

• Central coordination and project management
• Design and development of an end-to-end workflow in Jira
• Implementation of guidelines, standards, and processes
• Continuous monitoring and optimization of workflows and decision processes between central and local activities
• Documentation in Confluence
• Close collaboration with the central PMO and other central units
• Onboardings and training related to Jira and the new processes

Technologies and methods used:

• Atlassian Jira Software
• Scrum
• Confluence
• Automation for Jira
• Issue templates for Jira
• ProForma: Forms & Checklist for Jira
• Advanced roadmaps for Jira

Support for implementing SAFe, Jira, and Confluence concepts, configuring and installing SAFe, and creating access control concepts. Designing and implementing consulting services and requirements management.

• Project management and coordination for implementing SAFe in Jira
• Gathering requirements and creating PoCs in Jira and Confluence
• Designing and adapting systems - Jira and Confluence for SAFe
• Developing and implementing access control concepts and consulting service models
• Advising on choosing SAFe tools
• Dashboards and reporting

Technologies and methods used:

• Atlassian Jira Software (Datacenter)
• Atlassian Jira Service Management
• Atlassian Confluence
• Microsoft Teams
• Structure - Project Management at Scale
• Advanced roadmaps for Jira (exPortfolio)
• EazyBI
• SAFe
• Agile coaching

Creation of a prototype to showcase best practices and implement them in the context of visualizing and managing backlogs in Jira Cloud and BigPicture.

• Introduction to backlog and board options in Jira Software (Cloud) and Next-gen projects
• Presentation of BigPicture features for backlog visualization and management
• Implementation of backlog boards with appropriate filters and features
• Implementation in BigPicture – Gantt Chart, Program Backlog, Program Board

Applied technologies and methods:

• Atlassian Jira Cloud
• BigPicture
• Automation for Jira
• Trello
• Scrum

Consulting on SAFe implementation from technical, tool, and process perspectives. Creating and implementing a concept for a technical solution based on Jira and additional add-ons to meet clients' needs in SAFe implementation.

• Scrum Master for the SAFe implementation team
• Introduction of SAFe-compliant and standardized multi-project management based on Jira BigPicture
• Technical and functional consulting for Jira and add-on selection
• Trainings and materials for Jira, Scrum & SAFe
• Support in portfolio management
• Implementation of Scrumban

Applied technologies and methods:

• Atlassian Jira
• BigPicture
• Advanced roadmaps
• Agile coaching
• SAFe
• Scrum
• Scrumban
• Xray for Test Management
• iObeya
• Automation for Jira
• ScriptRunner
• Bitbucket
• Rich Filters
• Epic Cloner for Jira
• Outlook for Jira
• Checklist for Jira

Defining and implementing two new business processes: a delivery process covering multiple business units, and a service partner process for integrating external providers.

• Introduction of Jira Service Desk and Confluence
• Designing and implementing processes in Jira in close coordination with the involved departments
• Implementing improvements in the support process
• Regular reporting on project progress to department heads

Applied technologies and methods:

• ITIL
• Scrum
• Atlassian Jira SD (now Atlassian Jira Service Management)
• Atlassian Confluence

Improving existing processes for Change Management, Incident Management, and Problem Management based on ITIL best practices and client feedback. Creating ITIL and ISO/IEC 27001 compliant process documentation. Designing and implementing governance and knowledge management. Setting up the intranet for corporate purposes. Creating and maintaining internal documentation according to ISO/IEC 27001; developing processes for employee onboarding and offboarding.

Design:

• Creating the initial design proposal
• Final design documentation
• Obtaining design approval from all stakeholders

Implementation:

• Content Management
• Asset Management
• Reviewing and updating the existing process documentation
• Creating new documents
• Escalation point for all project-related queries
• Holding weekly meetings and preparing status reports
• Responsible for all project-related documentation

Optimization:

• Change Management - updated process, RFC template, introduction of the maintenance window and preparation of the corresponding documentation
• Incident Management - Post incident review update and introduction of critical incident management and a policy for regular customer notifications on the progress of incident resolution; SLA update
• Problem Management - establishing proactive problem management and the associated documentation
• Supporting the organization and definition and refinement of roles

Applied technologies and methods:

• Zoho Manage Engine
• ITIL
• PRINCE2

The project's aim was to implement a common understanding of Change Management, Incident Management, and Service Asset and Configuration Management processes for all business units, to introduce ServiceNow as the official company tool for service management, and to integrate the existing know-how regarding processes and tools from Jira and Manage Engine.

Design:

• Conducting workshops to gather and clarify requirements
• Aligning documentation of existing processes and practices
• Advising on process implementation and improvement; presenting possible best practice approaches

Implementation:

• Reviewing and updating as well as creating new documentation related to change and incident management processes
• Weekly updates and meetings with stakeholders
• Training, process and tools overview for company employees
• Point of contact and support for questions, suggestions, and recommendations
• Defining and implementing roles

Applied technologies and methods:

• ServiceNow
• Atlassian Jira Software
• Zoho Manage Engine
• ITIL
• PRINCE2

The project aimed at achieving stable delivery, early and proactive detection of showstoppers, gaps, and opportunities for continuous improvement of all implemented ITIL processes in the account (SLM, CHGM, CAPM, AVM, INCM, PRBM, CM), and improving communication, collaboration, and alignment between delivery, processes, and account business management.

• Provided improvement and solution plans
• Developed the entire process and solution design
• Served as the escalation point for all solution- and project scope-related questions
• Assessed the existing account processes and account business management
• Developed a new communication structure and proposed improvements for collaboration
• Created process documentation
• Handled general project management activities
• Served as the escalation point for all project-related queries
• Organized weekly meetings and prepared status reports
• Responsible for all project-related documentation

Technologies and Methods Used:

• HP Service Manager (SM9)
• ITIL
• PRINCE2