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(Opdateret 2023-01-06)Service Management Consultant
København, Danmark
Modersmål Danish, English, Flydende German, Øvet French, Bokmål, Svenska
- Process Consultancy
- Service Management
- Project Management
Kvalifikationer (33)
PRINCE2
ITIL
OPERATIONS
ITSM
IT Service Management
DOCUMENTATION
POWERPOINT
Change Management
IT Project Manager
Project Management
IT Project Management
PROCESS DEVELOPMENT
TECHNICAL DOCUMENTATION
IT Infrastructure Library
MICROSOFT POWERPOINT
Confluence
ARTICULATE
Jira
Incident Management
SERVICE CENTER
BMC Remedy
Kanban
CAPACITY MANAGEMENT
FRAMEMAKER
E-LEARNING
ORGANIZATIONAL CHANGE
ServiceNow
HELPDESK
QA
FINANCE
DOCUMENTING
HUMAN COMPUTER INTERACTION
BMC Helix
Resumé
Jacob is an experienced Senior Consultant. When working for client, he ensures that not only the IT aspects of the project is handled, but also that the business objectives are met and that the involved parties are all informed on the progress and content of the project. The consultant has driven several operations and transition projects successfully through, and he is very keen on delivering great quality to his clients.
Due to his experience and training, Jacob has knowledge of several methodologies of best practices in ITSM, focusing on enabling value to the business rather than focusing rigidly on processes. Helpfully and constructively, Jacob will share his knowledge on Best Practices in the ITSM domain.
When working in a team, Jacob is described as an open and friendly person, who is a good communicator as well as a good listener. He contributes to a nice and productive atmosphere, and in situations of chaos, he stays calm and focused to find the right solution.
Jacob has contributed to programs and projects across domains like Logistics, Finance, Telecom and Health Care on tactical and operational level as both Project Manager, SME, and Process Owner. One overall theme has been Service Transition and he has primarily worked with and developed Change and Release processes. Jacob has also described and communicated changes in organizations.
Further, he is observing and analyzing, describing, and delivering solid information on risk and possibilities for decision makers to take informed choices on solid basis.
Jacob’s supportive methods and tools have mainly been SIAM, PRINCE2 and ITIL.
Professionel erfaring
2021-01 - 2022-01
* Process Owner, Change- and Release Process.
* Process Owner, Service Introduction * Process Owner, Service Request fulfilment * Running SIAM Health Assessment in Pandora and with selected key vendors * Consolidating Dev-Project-models to align to Operations Project model * Chairing weekly CAB meetings.
* Facilitating alignments of Service Introduction process to Engineering Standards.
2021-01 - 2021-01
* Migration of POS devices in APAC and LATAM to SCCM / Intune.
* Transformation of Service Improvement into Continual Service Improvement process.
* Chairing weekly Service Improvement meetings.
* Planning OCM and communication strategy for project * Planning, Breakdown of work-tasks for ServiceNow configuration to vendor.
* Alignment of processes with process owners and stakeholders.
* Hand over from project to operations.
Methods: PRINCE2, BPMN, SIAM, ITIL, workshops.
Technologies: ServiceNow, MS-Office, MS-Teams, SCCM, Intune, Smartsheet
2019-01 - 2020-01
Methods: ITIL, PRINCE2, NLP, Interviews, Workshops.
Technologies: ServiceNow, MS-Office
2022-04 - 2022-12
2017-01 - 2019-01
* Documenting integration of ITIL processes at GoLive and describe integrations between clients Jira Solution and customers ServiceNow Solution. For Service Request, Incident, SLM, Change- and Release Management processes.
Documentation: * Responsible of coordination, QA and production of documentation for an implementation project on centralized Nurse Call and Critical Alert to largest region in Denmark. Documentation was delivered for usage by backend technical staff and end-users.
Project Management: * Managed training part and implementation part of Nurse Call and Critical Alert solutions. Included management of e-learning vendor and roll-out at customer (Region H). Description and execution of communication plans. Training material agreed with customer scheduled, produced, and delivered to be implemented and used by several thousand end-users.
Methods: SAFe, BPMN, eTOM, ITIL, PRINCE2, NLP, Workshops.
Technologies: Jira, ServiceNow, Adobe Framemaker, Articulate.
2019-01 - 2019-01
2014-01 - 2017-01
* JN Data: Integration of IPSoft and Remedy ITSM as a part of larger SIAM project. Jacob's work resulted in an integration and transformation of Incident, ServiceRequest and Change Management processes.
* DuPont (ex Danisco): Active Directory Change Management project on ITSM platform.
* Kamstrup A/S, BEC, Kemp & Lauritsen: Process Consulting, Knowledge Centered Support (Conducting Knowledge Centered Service (KCS) open workshops and seminars).
2013-01 - 2014-01
* Driving process optimizations and general Continuous Service Improvement.
* Responsible for communication on changes on a Weekly basis to the organization * Responsible for coordination of changes on Shared Infrastructure (SAN, Network, Mainframe, backup solutions etc.) Methods: ITIL Change Mgmt,
2011-01 - 2013-01
* Problem Management handled through use of Kepner-Tregoe method.
* Implementation tasks for Erhvervsstyrelsen, as Sub-project Manager using PRINCE2.
* Describing PID's for projects at Erhvervsstyrelsen.
* Describing and coordinating changes as change coordinator for the Clints: Erhvervsstyrelsen, North Media, Container Centralen and Kriminalforsorgen.
Methods: ITIL, Prince2, Kepner-Tregoe, ITIL Change Mgmt, Technologies: POB-Wendia, SAN, Linux, ms-windows, various databases (ms-SQL, DB2, Oracle)
2006-01 - 2011-01
* Project Management in connection to implementing and configuring CMDB and Configuration Management process.
* Administrator on ITSM-tool - Remedy.
* Making work instructions and holding training sessions on Change- and Release processes.
* Responsible for implementing Change- and release process.
* Process-owner for Change and release processes.
* Crystal Reports and report design.
* Project Manager on project investigating migration of Remedy to Microsoft Service Center.
2007-01 - 2007-01
2004-01 - 2005-01
Methods: ITIL Change management Technologies: Remedy
2002-01 - 2004-01
Methods: ITIL Incident management, ITIL Request fulfilment, ITIL Problem management. Access management.
Technologies: HP Perigrine
2000-01 - 2003-01
* Database design, data-pulls, report-design and reporting, MS-SQL UI design for telemarketing-solutions.
Methods: IT Technologies: DB, MS SQL, Courses and certifications
Akademisk baggrund
2023-01 - 2004-01
Certificeringer
2011-02
2013-04