Michael Bünte partly available

Michael Bünte

ITIL/ITSM process expert, ServiceNow implementation, Business process analyst

partly available
Profileimage by Michael Buente ITIL/ITSM process expert, ServiceNow implementation, Business process analyst from Esch
  • 4322 Esch Freelancer in
  • Graduation: not provided
  • Hourly-/Daily rates: not provided
  • Languages: German (Native or Bilingual) | English (Full Professional) | French (Limited professional)
  • Last update: 11.06.2021
CV - Michael Bünte

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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,
  • 02/2020 - Present

    • Hopitaux Robert Schuman
    • 1000-5000 employees
    • Pharmaceuticals and medical technology
  • ITIL process implementation
  • ITIL process assessment and implementation:
    Incident Management, Problem Management, Change Management, Service Catalog Management, Request Fulfilment Management, CMDB

    Tool transfer from HP ServiceManager to JIRA ITSM

  • 01/2010 - Present

    • VAriuos
    • 250-500 employees
    • Other
  • Various ITIL process implementations in banks, healthcare organisations, public organisations, print & mediaetc.
  • 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

  • 02/2017 - 12/2020

    • Advanzia Bank SA
    • 250-500 employees
    • Banks and financial services
  • ITIL process implementation, business process analysis and re-engineering

  • 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

  • 08/2016 - 12/2019

    • SES Astra
    • 1000-5000 employees
    • Telecommunications
  • ITIL process implementation
  • Mission summary:
    • RFP and independent tool selection
    • Implementation of processes: Incident Management (IM), Problem Management (PM), Change Management (CHM), Request fulfilment Management (RFM), Configuration Management (CM), Service Catalog Management (SCM), Service Level Management (SLM), Knowledge Management (KM), Self-Service portal for end users (SSP)
    • Dashboard and KPI design
    • Process trainings for 200 + IT employees
    Environment: Altiris, ServiceNow

  • 01/2018 - 09/2018

    • Mitsubishi Bank
    • 250-500 employees
    • Banks and financial services
  • ITIL process expert
  • Experience 7 Project: IT Servicedesk outsourcing
    Company: Mitsubishi Bank
    Role: ITIL process expert
    Period: 2018
    Mission summary:
    * RFP for outsourced IT Services (Service Desk function)
    * Redesign of IM, RFM, SSP
    Environment : ServiceNow
    Experience 8 Project: ITIL process implementation & process outsourcing

  • 01/2014 - 12/2017

    • Luxair Group
    • 1000-5000 employees
    • Transport and Logistics
  • ITIL process implementation
  • Mission summary:
    2014: Process Maturity assessment, Set up of Incident Management, Change Management, RFP for new ITSM tool
    2015: new ITSM tool implementation, IM & CHM
    2016: added Problem Management, Service Catalog Management & Request fulfilment Management
    2017: added CMDB & SLA Management

    Environment: Move from BMC remedy to Alemba vFire

  • 01/2010 - 12/2015

    • Centre de Technologie de l'Etat, CTIE
    • >10.000 employees
    • Public service
  • ITIL process implementation
  • Mission summary:
    2010: Process & ITSM tool assessment, RFP for new ITSM tool
    2011: implementation of new Servicedesk & Incident Management processes & new ITSM tool
    2012 - 2015: extended processes to IT Asset Management & CMDB

    Environment: BMC Remedy, Axios Assyst

Only remote or with 150 Km reach of Trier
On vacation June 10th - June 24th 2021