Jan Kovář Email & Phone Number

Søborg, Capital Region Of Denmark, Dk

**With the Power of the Platform driving Automation, Innovation and Transformation for our customers at Aeven**As a Senior ServiceNow TechLead, I'm passionate about crafting cutting-edge ITSM solutions that empower organizations to thrive in today's dynamic digital landscape. My mission lies in building high-performing (BizSec)DevOps team, supporting the Service value chain end2end from demand/idea/opportunity to value ensuring competitive advantage of our customers..The ServiceNow ITSM team is part of the Automation, AI & Tools division is at the forefront of delivering a comprehensive suite of integrated technologies encompassing Infrastructure Automation, RPA, Application Lifecycle Management (ALM), Monitoring, ITSM, and CMDB. With an extensive portfolio that combines enterprise-grade solutions and in-house innovations, we facilitate growth journey, offering both traditional on-prem infrastructure and application outsourcing as well as hybrid cloud services.Key Responsibilities:> Team Building and Leadership: Assemble and lead a dedicated ServiceNow ITSM team within the Automation, AI & Tools division.> Strategic Guidance: Provide technical leadership, strategic planning, and seamless transition of clients' ServiceNow operations.> End-to-End Ownership: Spearhead the Handover to Operations (HOTO) process, ensuring a smooth transition of clients ServiceNow operations> Technical Excellence: Conduct thorough technical assessments of clients' existing ITSM environments, identifying opportunities for optimization and improvement.> Documentation, Knowledge Transfer and Quality Assurance: Ensured smooth knowledge transfer and comprehensive technical documentation >Talent Acquisition and Development: Hiring and developing top-tier talent for the ITSM team including consultants/business analysts, architects, developers and support engineers.

Bonn, North Rhine-Westphalia, De

Senior Consultant for ServiceNow SolutionsSpecialization: Roles: Project/Product and Demand ManagerTechnologies: Servicenow -Asset Management, -Configuration Management & CMDB, Application portfolio Management, Request and Service Portal and fulfillment.Using tools: Jira, Confluence, ServiceNow Agile Development, SPM (Demand, Product, Release, Stories, Kanban boards) and ChangeSN Project/Product Manager:- I am outlining, defining, initiating and leading the project- I am monitoring and ensuring adherence to budget,schedule, and scope of project- I am setting and tracking project milestones/stages- I am establishing and implements project communicationplans and providing updates to affected stakeholders- I am monitoring project progress, implementing changeswhere necessary and I am applying actions in case of issues- I am ensuring the project complies with best practices,SOPs, PMO policies, and other policies via feedback loopslesson learned sessions and continuous improvementapproach.- applying DevOPS product management principles and methodologies within agile DevOps As a SN Demand manager:- I consolidate all inbound demands and execution under one place (product portfolio), I exercise elevated control over ServiceNow and Request IT (request portal) build demand pipeline. - I am working with the Product Owners and Product Managers on the road map and prioritization of the demands- I am am working with internal/ external business partners to provide guidance for the requirements and the project demand process for the pre-sales activities and moderate quality gates.- engaging with Architects and Developers to obtain approvals, HLD/LWD and DEV estimations.- co-creating with requestors the business requirement specifications (BRS) and mapping with architects the BRS to the system technology(SRS , HLD)- evaluating feasibility of projects and creating the effort and financial estimates for the project.

Levallois-Perret, Fr

ServiceNow solutions consulting, project delivery & product development. Located at the Devoteam Alps team at the International Centre of Excellence (ICE).Specialization:ServiceNow ITSM (Incident-, Problem-, Change- management)ServiceNow Knowledge Management & Knowledge Centered Service ServiceNow HR Service Delivery, Employee Workflows and Employee Experience

Prague, Cz

technical consultant/ developer- Software development (hybrid agile + waterfall)- Requirements implementation- Customization support- ServiceNow Administration- SN configuration, customization and scripting (Java script, Glide API)

New York, Ny, Us

- development, innovation and improvement of Artificial Intelligence and Machine Learning- labeling, annotating, grading and analyzing data in question language (English and German).

Bonn, North Rhine-Westphalia, De

• SFIA PBMG level 4 together with leading global PBMG Specialist team for BU DHL Express• assuring performance, process and information quality and Continual Service Improvement• coordinating end-to-end problem investigation including Root Cause Analysis• applying proactive problem identification and incident trend/pattern analysis• managing stakeholders by applying BPR & SIAM approach to manage End-to-end Services• Impact: business partner satisfaction score of 89% and positive feedback from key business partner DHL Exrpess Program Manager (see bellow in Recommendations)

Bonn, North Rhine-Westphalia, De

• preparing & executing the program, applying Kepner-Tregoe Potential Opportunity Analysis• driving one of the projects from Costa Rica titled “Strengthen PBMG in AMIS region”• building strong rapport with regional business partners and stakeholders• outcome: global performance enhancement by 12% (KPI), achieved COBIT maturity level 4• team achivemet: recognition award from DHL IT managing director (see Honors & Awards)

Bonn, North Rhine-Westphalia, De

• planning and executing global Continual Improvement Program and Strategy• executing (30) projects related to: automation and predictive analytics (Splunk), reporting and visualization (ServiceNow), Incident & PBMG quality• outcome: ahieved COBIT maturity level 3

Bonn, North Rhine-Westphalia, De

• plan and lead the project including Strategic framework, Project plan, P.I.D. and Business Case• designing architecture, structure, processes and SOP’s, roles and responsibilities, tools• managing pilot, OCM and trainings of staff (>400 staff members)• outcome: successful release into production within planed timeline approved by Senior MGMT• key success factors: succesfull nagotiation/ justification via business case and successful pilot

Bonn, North Rhine-Westphalia, De

• managing all KM related activities of Service Desk regional BU teams and SKMS administration• creating and maintaining knowledge articles, portals and self-service (in HTML, ServiceNow)• participating in global projects for Gamification and KCS adoption• Knowledge Centered Service (KCS v6) certified

Bonn, North Rhine-Westphalia, De

• managing Incident Management and Request Fulfillment for Germany and Switzerland market• supervising Service Desk Agents and providing trainings and coaching• facilitating service reviews with customers, performance & quality monitoring and reporting• training and caoching team in Incident Management

Bonn, North Rhine-Westphalia, De

• Incident-, Security Incident-, Knowledge Management and Request Fulfilment• technical remote support (HW/SW, MS Win -Excahnge/Office, Unix, Network,WAN/LAN/VLAN, AD)• since June 2015 Senior Service Desk Analyst – handling user escalations, coaching

Seattle, Wa, Us

• handling with involuntary air schedule changes/ rebooking and refunding of flights, cars, hotels• customer support/ sell/ negotiation with airline agents, hotel managers in German and English• analyzing and resolving issues of schedule changes and ticket rejects, reissuing and issuing tickets• utilizing GDS (Amadeus, Worldspan, Galileo) and CRM systems

Praha 8, Hlavní Město Praha, Cz

• leadership• project management• facility and purchase management• production, sales and fundraising• actor

German Studies And Philosophy

High School Diploma, Humanities/Humanistic Studies