Responsibilities: Streamlead for Customer Service Management, portal and platform security. Designed the technical solutions for these products. Conducted requirement workshops and translated business needs into user stories. Directed developers and supported UAT prior to go-live.

Responsibilities: As the Lead Architect I provided technical guidance to the internal platform team, assessed platform health after the initial Incident Management rollout and designed the ITSM rollout roadmap and multi-source CMDB concept.

Responsibilities: As the Lead Architect I designed the overall CSM solution for high-efficiency customer support. I translated requirements into user stories for Interaction Management, CSM Workspace, Workforce Optimization, and Platform Analytics and acted as central contact for developers and customer stakeholders.

Responsibilities: As the Lead Architect I led the greenfield ITSM implementation and continuous improvements. I delivered the design for integrations (e.g., Microsoft Teams, external suppliers) and provided ongoing architectural leadership for process rollouts.

Responsibilities: Support in building up the Center of Excellence and introducing a Demand Management process during the split of two global companies. Overall architectural advisory for platform projects in a multi-vendor environment.

Responsibilities: Guidance in implementing a best-practice structure for master data in conjunction with the Common Service Data Model and the requirements from the CSM/FSM implementation project. Initial scope included accounts and hierarchy, assets and contracts from multiple external systems.

Responsibilities: Lead Architect for the initial CSM implementation, define business services, service offerings and application services in accordance to the Common Service Data Model (CSDM), guidance for the platform roadmap planning

Responsibilities: Map out the decision paper for a single vs. multi-instance structure. Develop the scalable concept for a new instance stack to be used for local CSM/FSM use cases allowing flexibility while still centrally managing the platform.

Responsibilities: Regular advisory for CSDM structure and general CSM best practices including business service, service offering and application service structure, case workflow and best practices and user interface considerations.

Responsibilities: Lead architect in a greenfield CSM implementation for a global public transport company including building a scalable and flexible target operating model that fits in the overall tooling strategy of the customer.

Responsibilities: Guidance for reporting and dashboards on the platform analytics workspace, knowledge base best practices and optimizations and setup of service level agreements. Counseling for integration between ServiceNow and Power BI.

Responsibilities: Lead architect in a greenfield CSM implementation for a IT Service Provider including concept for multi-source CMDB setup with IntegrationHub ETL. Overall architectural guidance for the implementation project acoording to ServiceNow best practices.