Business Analyst & Delivery Manager & IT Analyst & IT Coordinator

Erfahrener Spezialist für Enterprise Service Management und ITSM mit über 10 Jahren Berufserfahrung in verschiedenen Unternehmen. Hat die Qualität der Änderungsdokumentation erfolgreich von 80 % auf über 90 % verbessert und durch Berichterstattung fundierte Entscheidungen ermöglicht. Kompetent in den Bereichen Prozessverantwortung, CAB-Steuerung, Moderation von Stakeholder-Gesprächen, UAT, Schulungen und Wissensmanagement. Fundierte Kenntnisse in den Bereichen ITIL-konformes Prozessdesign, globale Prozessunterstützung, Service-Governance, kontinuierliche Verbesserung, Moderation von CAB-Sitzungen, Risikobewertung und Einhaltung von Richtlinien. Beherrscht BPMN, SOPs, KPI-Berichterstattung, Power BI und verschiedene Tools.

Specialist, Service Management (01/2023 - 02/2026)

• Facilitated weekly governance reviews for approximately 60 high-impact changes within an enterprise landscape processing 1,500+ change records per week, challenging risk, dependencies, documentation and implementation readiness.
• Raised Change documentation quality from approximately 80% to above 90% through targeted reviews, recurring-issue analysis, structured feedback and focused training for change requesters.
• Acted as the operational bridge between global stakeholders and the ServiceNow platform team, translating process needs into Change Management module enhancements and supporting delivery through validation.
• Mapped current-state and target-state Change Enablement workflows in BPMN and updated SOPs, decision points and knowledge content to reduce ambiguity and strengthen consistent process execution.
• Designed ServiceNow dashboards and scorecards that converted operational data into actionable governance insights for process users, governance teams and leadership.

Associate Specialist, Service Management (01/2022 - 12/2022)

• Supported the enterprise migration from BMC Remedy to ServiceNow by translating process requirements into workflows, validating functionality and helping global users adopt the new platform.
• Identified workflow and user-experience friction, proposed practical enhancements and partnered with technical teams to improve early Change Enablement processes.
• Built and maintained a structured Change Enablement knowledge base, improving access to reliable guidance and reducing reliance on fragmented job aids.

ITSM Quality Specialist (07/2020 - 12/2021)

• Reviewed completed changes against internal policies and industry standards in a regulated pharmaceutical environment, identified control and documentation gaps and drove corrective action across teams.
• Reviewed and authorised pre-approved change models, balancing governance integrity, repeatability, efficiency and risk.
• Synthesised recurring quality findings into practical recommendations that strengthened consistent application of the Change Management process.

Service Planning Analyst (11/2018 - 04/2020)

• Managed a global repository of technology standards, coordinating subject-matter experts to keep technical documentation current, accurate and accessible.
• Performed UAT for ServiceNow service-catalog features and other enterprise applications, documenting findings and supporting iterative improvements.
• Redesigned publishing and review processes, educated stakeholders and strengthened governance of enterprise technology information.

Service Coordinator, Integrated Service Management (09/2016 - 10/2018)

• Coordinated infrastructure changes, security, monitoring and patching campaigns across resolver teams, translating technical dependencies into implementation plans and clear client communication.
• Tracked compliance, operational risk and delivery readiness within ITIL-based service-management processes and supported coordination of high-priority incidents.

Customer Service Representative / Quality Coach / Team Lead Backup (09/2014 - 09/2016)

• Resolved B2B technical issues across phone, email, chat and remote-support channels while maintaining customer satisfaction above 98%.
• Served as account focal point and quality coach, providing structured feedback, coordinating workload and supporting continuous improvement and major-incident response.