Jürgen Schmitz

Extensive experience in IT service and process management, complemented since August 2026 by certified professional training in AI automation: a twelve-week programme comprising 170 teaching units with an AZAV-approved provider. My focus is on bringing these disciplines together: analysing, standardising and automating recurring service, approval and reporting processes, with the same emphasis on process quality, traceability and approval procedures that is essential in ITIL environments.

Hands-on experience backed by practical implementation: I built and continue to maintain my own Linux server in the Hetzner Cloud, running Docker, n8n and Supabase. Currently implementing the migration of an established Dropbox file repository to a Google Workspace environment, including user administration, permissions and a new folder structure.

Process management remains my core expertise: building service request management from the ground up during a system replacement; deputising for the Change Process Manager for approximately 18 months, including chairing Change Advisory Boards; six years of hands-on ServiceNow experience, including platform migration and business acceptance testing of workflows; and coordinating international teams and external providers in regulated environments.

Languages: German (native), English (business-fluent, including professional and technical communication).

• AI Automation: AI-powered process automation, n8n workflows, advanced prompt engineering, working with LLMs, AI assistants and agents, Docker, Supabase; governance and approval procedures for AI in service processes
• IT Service Management (ITSM): ITIL 5 / ITIL v4, ServiceNow (six years of hands-on experience: migration, workflow testing, incident/request/problem/change management), Cherwell, USM, process design, SLAs & KPIs
• IT Operations & Delivery: Hybrid cloud compute (Azure/VMware), storage, end-to-end service ownership
• Change, Request & Incident Management: Chairing CABs, process optimisation, escalation management, root cause analysis
• Leadership & Strategy: Leading cross-functional teams without direct line authority (local, nearshore/offshore), vendor management, target operating models
• Compliance & Security: ISO 20000 & 27001, ISAE 3402, IT audits, risk assessments, SOX compliance; participation in annual ISO 27001 and ISO 20000 audits at Atos and Aveniq

Certification
Certified AI Automation Manager, Everlast Consulting GmbH (AZAV-approved), August 2026, valid until August 2028. Twelve weeks, 170 teaching units. Topics: developing AI and digitalisation strategies for businesses; implementing AI automation; developing AI assistants and agents; advanced prompt engineering and working with AI models (LLMs); practical applications to improve efficiency.
Additional training: Claude Code Masterclass, August 2026.

Own Infrastructure
Self-built and maintained Linux server in the Hetzner Cloud, running Docker, n8n and Supabase. Personally responsible for operation, updates and security.

Current Applications
Automating recurring analyses, standard processes and report preparation. Integrating systems through n8n workflows. Migrating a Dropbox file repository to Google Drive, including setting up the Google Workspace environment, user administration, permissions and folder structure.

Division of Responsibilities
I own the specifications, coordination, business validation and final results; AI tools generate the code. I read and assess code rather than write it myself. This division of responsibilities is consistent with the requirements of process and provider management.

Enablement & Training
Advising business teams on effective prompts and delivering internal introductions and training. This builds on twenty years of user support and process training, including ensuring that Aveniq employees were trained to apply the service request process in day-to-day work.

AI Governance
Rules for handling internal data in AI models, approval procedures and audit trails. Building on experience with ISO 20000 and 27001, IT audits and risk assessments at Atos and Aveniq.

Operations & Lifecycle Management
Operating automated workflows on my own infrastructure, including monitoring, troubleshooting and component updates. A service-level mindset, incident handling and escalation procedures from ITSM apply directly to operating AI services.

• Twelve-week programme comprising 170 teaching units. Certification completed in August 2026, valid until August 2028. Provider: Everlast Consulting GmbH, AZAV-approved.
• Topics: AI and digitalisation strategies for businesses, implementing AI automation, developing AI assistants and agents, advanced prompt engineering and working with AI models (LLMs), and practical applications to improve efficiency.
• Practical work on my own Linux server in the Hetzner Cloud, running Docker, n8n and Supabase, including independent maintenance and updates.
• Additional training: Claude Code Masterclass (August 2026), focusing on the productive use of agentic AI tools in everyday work.

• Used AI tools to analyse and optimise workflows and automate recurring analyses and reporting in request and change management.
• Defined, documented and harmonised the request management process.
• Deputised for the Change Process Manager for approximately 18 months: planned, coordinated and approved changes and chaired Change Advisory Boards. Actively contributed to the development and optimisation of change processes.
• Participated in audits and ensured that the process met all required KPI and evidence requirements.
• Served as the internal and external point of contact for the procedural and operational aspects of request management.
• Contributed to end-to-end process integration within ITSM and process automation; designed target operating models.
• Built service request management from the ground up as part of the replacement of Cherwell with USM. The target system had no request functionality, requiring ticket types, workflows and process logic to be specified from scratch.
• Specified requirements as user stories within a large-scale agile project (SCRUM); modelled processes in BPMN using Visio Plan 2 and Bizagi Modeler, and performed testing and business acceptance of the implementation.
• Communicated proactively with customers, employees and partners, tailoring communication to each audience.
• Analysed KPIs and identified trends.
• Continually developed and improved the request management process.
• Delivered service request management training to embed the process in day-to-day operations.

• Automated service processes through ServiceNow workflows: migrated all Managed Services customers and workflows from Unicenter Service Desk to ServiceNow (2016), followed by business acceptance testing and quality assurance of the implemented workflows.
• Held end-to-end service responsibility for:
  • Storage & Backup
  • Cloud Compute (VMware ESX)
  • Mail & Collaboration
  • Microsoft Windows & Exchange Server
  • Cloud Enterprise Services service management (from Q2 2021), including the operation of hybrid cloud services across Azure and VMware environments.
• Used ServiceNow as the primary ITSM tool for six years (2016–2022), covering incident through change management.
  • Major Incident Manager (until 2020), with cross-departmental responsibility for escalation and closure, including root cause analysis.
  • Held an exclusive, certified Change Creator role for Atos Switzerland on an isolated, highly secure ServiceNow instance belonging to an international banking client.
  • Access required passing an examination demonstrating in-depth ServiceNow and change management expertise; responsibilities also included handling service requests.
  • Coordinated a secure ticket transfer process between two separate ServiceNow instances (customer and provider environments) in a highly regulated banking setting.
• Lead Service Manager for a private bank, ensuring regulatory compliance through active involvement in IT audits, access rights reviews and IT risk assessments.
• Ensured adherence to SLAs and KPIs.
• Delivered IT service management based on ITIL standards using ServiceNow, Unicenter, Remedy and other ITSM tools.
• Coordinated nearshoring for Windows, Active Directory & File Services, and cloud services (storage and backup).
• Primary point of contact for Key Account Managers and Service Delivery Managers.
• Managed services for 10 customers with three local and seven international teams; provided functional leadership to more than 20 technical staff without direct line authority.
• Managed projects and provided project management support.
• Certifications earned during this employment: ITIL 4 Foundation (2019), ITIL Foundation 2011 Edition (2015), PRINCE2 Foundation (2015).
• Training: ITIL Practitioner, leadership, CRM, project management, compliance and security (internal).
• Clients: Deutsche Bank Schweiz AG, Siemens Schweiz AG, Bucher Municipal AG, Maagtechnic AG, Tecan Schweiz AG, Atos, Olympia Bobrun and others.

• Standardised and automated operational processes: implemented patch management processes using WSUS and Patchlink, and handed over systems to nearshore and offshore teams, including defining and enforcing the associated OLAs.
• Administered approximately 600 Windows servers as part of a small team within Managed Services.
• Delivered national and international customer projects.
• Supported the design and costing of customer solutions and procurement.
• Planned systems, installed and configured operating systems and related software, and maintained systems.
• Supported the integration of data backup, systems management and customer applications.
• Key projects: offshoring Windows application servers; onboarding new customers; restructuring the Country Factory; reorganising the internal configuration management database and on-call arrangements; supporting virtualisation of large customer environments; supporting internal and customer security audits, including SOX-based audits; building a virtualised security environment for a mobile network customer; and building and operating a customer Hyper-V environment.
• Training: Business English, project management, SAN fundamentals, Windows 2008 R2, Windows 2008 R2 clustering, and additional internal customer awareness and security training.
• Clients from telecommunications, industry, retail and banking.

IT systems engineering, network and server administration and user support for enterprise customers in Germany and the USA. Early AI project: analysed and documented incident and service request processes as the basis for introducing a machine-learning system that automatically processes customer enquiries (consultant for XtraMind Technologies, a spin-off of the German Research Center for Artificial Intelligence, DFKI).

Studies in Applied Computer Science / Design, Sociology and Social Science Informatics. Editorial work for university student newspapers.