07/2018 - present: ServiceNow Implementation

Branche: Retail

Aufgaben:

• Migration of CMS to Service Portal with multiple Portals:
  • Development of Custom Widgets
  • Refactoring of Client and Server Scripts
  • Creation / Update of Portal Pages
  • Configuration of Portal Security and Widget Visibility depending on existing Security Concept
• Development of integration components: REST, SOAP, SSO, LDAP
• Customizing client applications:
  • UI
  • Server side scripting
  • Workflows
  • Notifications
• Customizing Performance Analytics components:
  • Automated/Manual indicators
  • Dashboards with advanced scorecards and Widgets

06/2017 - 06/2018: ServiceNow Implementation

Branche: Electric utility

Aufgaben:

• Request Fulfilment & Service Catalog:
  • Development of Catalog items incl. customization of
    • Client Scripts
    • Server Scripts (Script Includes)
    • UI (Variables, UI Policies, Macros)
    • Notifications
• Incident / Problem / Change Management:
  • Development of Change/Problem workflows
  • Development of Incident Management Integrations (Outbound)
  • Development of Notifications: Branding, Creation of Templates
  • Development of ACLs
  • UI Customizations
    • Macros
    • Reference qualifiers
    • Client Scripting
• Integrations:
  • SCCM to CMDB
  • Contacts import from IDM
  • SSO
  • LDAP
  • REST, SOAP
    • Scripted APIs

01/2016 - 06/2017: ServiceNow Implementation

Branche: Home appliances

Aufgaben:

• Request Fulfilment & Service Catalog #
• Development of Catalog items incl. customization of
  • Client Scripts
  • Server Scripts (Script Includes)
  • UI (Variables, UI Policies, Macros)
  • Notifications
  • Workflows
• Incident / Problem / Change Management
  • Development of Incident Management Integrations (Inbound and Outbound)
  • UI Customizations
    • Macros
    • Reference qualifiers
    • Client Scripting
  • Server Scripting
    • Business Rules
    • Script Includes
• Knowledge Management:
  • Customizations of Workflows
• Data Import
  • Data Mapping and scripting inside transform map scripts
  • Scheduling and Monitoring of Importset Runs

01/2011 12/2016: HP Service Manager Implementation

Branche: Home appliances

Aufgaben:

• Incident / Change / Problem Management
  • Customizations of:
    • UI
    • Business logic
    • Triggers
    • State model
    • Wizards
    • Validations
    • Scripting
• Configuration management, CMDB, Request Fulfillment
  • Customization of:
    • UI
    • ConnectIT Scenarios
    • Integrations with ServiceNow
    • State model
    • Reporting
    • Data validation and cleanup
    • Scripting
• Inbound / Outbound interfaces
  • Contact data from IDM (SOAP)
  • CMDB data from SCCM (REST)
  • Import/Export files to Sharepoint (SOAP)
  • Sync data with ServiceNow (SOAP)
• Reporting, Recurring emails
  • Creating (scripting) of custom reporting system, sending emails with data.

01/2010 - 12/2010: HP Service Manager Implementation

Branche: Insurance

Aufgaben:

• Incident / Change Management
• Service Catalog
• SLA, Alerts, Reports Configuration
• Scripting of inbound interfaces

07/2009 - 12/2009: HP Service Manager Helpdesk

Aufgaben:

• 2nd and 3rd Level Support for multiple customers
  • Maintenance of master data
  • Reports triggering and delivery
  • ACL and Credentials Issues
  • SQL scripting
  • Javascript scripts for data retrieval or mass updates