28.07.2026 aktualisiert
MB
Premiumkunde
60 % teilweise verfügbarITIL/ITSM process expert, ServiceNow implementation, Business process analyst
Esch, Luxemburg
Deutschland +4
info: Deutschland, Österreich, Frankreich, Belgien, Luxemburg
Skills
PMI, Prince 2, Agile/Scrum, Enterprise Architecture, TOGAF, CMMI, ITIL, DevOps Business, BPMN, VACD, ITSM, ServiceNow, Omnitracker, HP ServiceAnywhere, HP ServiceManager, iTop, Axiossystems Assyst, BMC Remedy ARS, Jira Servicedesk & ITSM, EasyVista, MS Service Manager, ARIS, Enterprise Architect, Kanban, SCRUM, DevOps,
Erfahrung
Berufserfahrungmehr als 10 Jahre
Freelancer seit2010
Sprachen
GermanMutterspracheEnglishverhandlungssicherFrenchgut
Projekthistorie
ITIL process assessment and implementation:
Incident Management, Problem Management, Change Management, Service Catalog Management, Request Fulfilment via Self Service Portal, CMDB,
Tool transfer from HP ServiceManager to JIRA ITSM
NIS2 conform implementation of CMDB, transfer from ITIL v3 to v4
Incident Management, Problem Management, Change Management, Service Catalog Management, Request Fulfilment via Self Service Portal, CMDB,
Tool transfer from HP ServiceManager to JIRA ITSM
NIS2 conform implementation of CMDB, transfer from ITIL v3 to v4
Details on request, here are some customers:
Luxemburger Wort (print media, 1.800 employees)
Zithaklinik (healthcare, 750 employees)
SNCT/SNCA (public organisations, 500 employees)
Nord LB (finance, 300 employees)
LRI (finance, 250 employees)
European Depository Bank (finance, 200 employees)
Laboratoire Reunis (healthcare, 300 employees)
Envrionments: ServiceNow, iTop, BMC Remedy, HP ServiceManager, Jira, Servicedeskplus, Topdesk
Luxemburger Wort (print media, 1.800 employees)
Zithaklinik (healthcare, 750 employees)
SNCT/SNCA (public organisations, 500 employees)
Nord LB (finance, 300 employees)
LRI (finance, 250 employees)
European Depository Bank (finance, 200 employees)
Laboratoire Reunis (healthcare, 300 employees)
Envrionments: ServiceNow, iTop, BMC Remedy, HP ServiceManager, Jira, Servicedeskplus, Topdesk
Role: ITIL process expert, business process expert
Period: 2017 - 2020
Mission summary: • Process Maturity assessment, Set up of IM, CHM, RFM, CMDB, SCM, SSP, Continuous Service improvement (CSI),
• RFP for new ITSM tool incl. 200 requirements, vendor shortlisting and ManCom presentation
• Change Manager (12 months) and Major Incident process Manager (8 months)
• Business process analysis and re-engineering: documentation, analysis of AS-IS processes (customer journey end-to-end), Value Stream Mapping, re-engineering for TO-BE process (increased process resilience and measurement via KPI)
Environment: ITSM tool Omnitracker, ServiceNow