Mathias Winkler
Freelance ServiceNow Solution Architect
- now powered by MW.io Consulting International GmbH -
“Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away.”
– Antoine de Saint-Exupery
My journey with ServiceNow
Starting from a client perspective, ServiceNow became my focus when consulting for a startup and Accenture. While the platform conquered the market, I had the opportunity to introduce it across a wide area of industries.
Germany, Singapore, United States |
Student |
Migration, IT Service Management, Service Catalog, Data Certification
⦿ Supporting migration of HP OpenView ServiceDesk to ServiceNow
⦿ Implementing Facility Management Service Requests in Service Catalog
⦿ Leveraging Data Certification module to ensure SOX-compliance for data centers across three continents
Germany |
Junior Consultant, Senior Consultant |
Service Catalog
⦿ Consulting and leading a developer team for German automotive giant on Service Catalog implementation
Germany, United Kingdom, Australia |
Junior Consultant, Senior Consultant, Development Lead |
Field Service Management
⦿ Development and Consulting for a replacement of a legacy mainframe application which was core part of the client’s Field Service Management
⦿ Implementing Domain Separation, encryption gateway and interfaces to external customers, vendors and industry-standard dispatching software
⦿ Implementing CMS for direct platform use by end customers
⦿ Increasing level of responsibility until finally working as development lead for five senior developers
⦿ Strong onsite engagement across three main project locations in Germany, UK and Australia
Switzerland |
Junior Consultant, Senior Consultant, Account Manager |
IT Service Management, Service Catalog, Platform Support, PPM
⦿ Extending platform use beyond IT Service Management with introducing PPM and enhancing existing business-relevant ITSM and Service Catalog in areas where internal team couldn’t
⦿ Connect ServiceNow instances via SOAP interface
⦿ Regular customer contact at C-Level
Germany |
Coach |
Service Portal
⦿ Primary coach to onboard six graduates with internal project to get them up to speed with ServiceNow scripting, Service Portal and day-to-day agile project rituals
⦿ Graduates became successful Stream Leads (2x), Architects (2x) and expert at ServicePortal (1x)
Germany |
ServiceNow Architect |
IT Service Managment, IoT
⦿ Designing architecture for industry-specific, event-based Incident Management and Field Service Management for 5000 windmills world-wide
Switzerland |
ServiceNow Presales Architect |
HR Lifecycle Management
⦿ Designing and implementing Proof-of-Concept for Employee Onboarding use case to initiate large-scale HR implementation for Swiss telecommunications giant
Germany |
ServiceNow Architect |
Service Catalog, Web Services / Interfaces
⦿ Evaluate viable solution within customer’s organizational constraints to connect ServiceNow to order fulfillment tool
⦿ Define generic logic to control options on Service Catalog based on user’s place in organization
⦿ Consult on RESTful API development outside ServiceNow to build robust order fulfillment engine which can re-engage after failed interface attempts
⦿ Facilitate project approval within Architecture Board
Germany, Japan, United States |
ServiceNow Architect, Development Lead |
Customer Service, PPM, Now Platform Runtime/Apps, Web Services / Interfaces
⦿ Setting up business ServiceNow platform
⦿ Define Platform Governance and Demand Management process
⦿ In ongoing engagement from 2017-2021, define end-to-end architecture for Customer Service processes and infrastructure
⦿ Replace legacy interfaces, global Customer Service Mangement tool and largest Customer Service Management tools of country organization with new business ServiceNow platform
⦿ Consult on phased transition approaches with more than five affected projects which were still in flux
⦿ Act as development lead during critical resource situations
⦿ Define architecture for new global standard Project Management tool for installing medical devices
⦿ Run analysis project to find ways for providing Customer Service data to customers based on a generic interface
⦿ Architect custom applications for regulatory Change Management, bulk-mailing customers regulatory-relevant documents on devices running out of service and part return handling
⦿ Evaluate and advise on cross-impact of parallel projects and shape platform roadmap
Switzerland |
ServiceNow Architect |
Change Management
⦿ Analyze current implementation and compare against today's best practice and out-of-the-box capabilities and propose migration path and individual improvements towards target implementation
⦿ Run process and requirements engineering workshops
⦿ Create agile backlog
⦿ Steer implementation team to achieve MVP1 scope in time, budget and quality
⦿ Create test strategy, test cases, guide process owner with testing
Germany |
ServiceNow Architect |
IT Service Management, Project Governance, SIAM
⦿ Support IT Outsourcing transition program with Service Management and ServiceNow consulting as well as project governance support
⦿ Ensure viable IT processes and technical implementation on ServiceNow platform for multi-vendor setup (SIAM)
Germany |
ServiceNow Architect |
IT Service Management, Virtual Agent, MS Teams Integration, Flow Designer
⦿ Conduct gap workshops on MS Teams integration, Virtual Agent & Agent Workspace
⦿ Consult on organizational changes to provide improved world-wide IT services
⦿ Transfer knowledge to internal customer development team
⦿ Create automated solution based on Flow Designer to migrate clients, which orchestrates Active Directory, PowerShell and external web application for service delivery
Switzerland |
ServiceNow Architect |
IT Service Management, Flow Designer, Service Portal
⦿ Conduct workshops on CMDB
⦿ Implement CMDB and Granular Delegate functionality to allow users setting up fine-grained approval delegation
Switzerland |
ServiceNow Architect |
Governance, IT Service Management
⦿ Analyze as-is state of long-running ServiceNow platform and advise best-practice based approach to improve Governance
⦿ Consult strategic decisions regarding ServiceNow environment to follow suit to shift of company goals and structure
Certificates
About
Hi there, I'm Mathias Winkler! I have an educational background in electrical engineering & computer science and hold a Dipl.-Ing. and a Master of Science in Information System Technology. During my studies, I worked in the research and IT area and encountered people there from all over the world, who were just as excited about technology as myself.
Now I live and work in Dresden, Germany - which is home to great art collections, baroque landmarks, beautiful scenery and also cutting edge research institutes, semiconductor manufacturing and one of Europe's largest hub of ServiceNow consultancies. Based on coincidence, this placed me right at the center of ServiceNow's journey into the European market. Starting as a client myself, I switched into consulting and had the opportunity to work on projects literally all over the globe. That was first as part of a fast-growing startup, which was later acquired by a big four consultancy. Both companies gave me insight on how to run projects for core business applications. Also, it provided the chance to work as a team lead and career counselor. Alongside being self-employed for the German market, I'm now open for international business with my company MW.io Consulting International GmbH.
Due to my technical background, I enjoy getting an overview of a client's business demands, create a good solution design and then dive down into the details of getting things done. This both high- and low-level perspective brings me to still have a passion for technology, but also see its limitations and be tired of over-complicated 110% solutions that produce a quick hype but get stuck in a dead end all too soon. In the end...
IT needs to help people, not the other way around.
Which is a principle that is easily forgotten, when we're tempted with the latest and greatest in A.I., Service Portals, Workflow Automation, Mobile Apps and Interface connectivity from your watch to your companies' coffee machine. Instead, I strive to figure out what really brings value to a client's business and then find a good solution of people, process, technology and data.
Are you curious to find out more? Let's connect on social media.
Services
ServiceNow Technical Services
- Architecture Consulting
- Governance and Advisory
- Platform Strategy
- Senior Consulting / Development
- Performance Improvement
- Business Analysis
Business Process Consulting
- Tool-Agnostic Process Consulting to Drive Forward Digitalization
- Define and Implement Processes that Leverage Blockchain Technology for Guaranteed Data Integrity
- Shape Business Processes to Establish Working End-to-End Pipelines for A.I.-based Automation
Leadership Services
- Run Hiring Interviews for Developer, Consultant, DevOps and Architect Positions
- Augment Staff
Coaching
- Share Knowledge to Ramp Up Your Team
Data Privacy
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