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Raoul Hostettler

@raoulhostettler

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IT Service Management leader at Oracle NetSuite who advanced AI copilots and automation across service operations.

Czechia

Message

At Oracle NetSuite, I lead day-to-day operations and continuous improvement of IT service management platforms and workflows across EMEA and JAPAC. I’ve implemented automation strategies using AI copilots, prompt libraries, SuiteAgents, and APEX connectors, and built operational dashboards and KPI reporting frameworks.

Previously, I drove service management improvements at Oracle NetSuite, including SCRUM adoption and standardised frameworks for incident, change, and service request workflows. I also managed vendor relationships and budgets, and led teams of service specialists.

Experience

Work history, roles, and key accomplishments

Current

Consulting Practice Manager

Current

Oracle NetSuite

Apr 2024 - Present (2 years 5 months)

Led day-to-day operations and continuous improvement of IT service management platforms, defining automation strategies and managing vendor relationships. Built operational dashboards and KPI reporting frameworks to support data-driven decisions.

IT Service Management Automation AI Copilots Prompt Engineering SuiteAgents APEX Connectors Vendor Management KPI Reporting Governance Compliance

Managing Principal Consultant

Oracle NetSuite

Mar 2019 - Apr 2024 (5 years 1 month)

Drove operational excellence and continuous improvement across IT service management processes, implementing SCRUM methodology and standardised service management frameworks. Managed vendor relationships, budgets, and performance for service management technologies.

IT Service Management Incident Management Change Management Scrum Agile Vendor Management Budget Management Team Leadership

SuiteBuilder Team Leader

Oracle NetSuite

Apr 2017 - Feb 2019 (1 year 10 months)

Managed IT service management operations including ticketing workflows, incident triage, escalation paths, and SLA compliance across a team of 12 specialists. Drove process improvement and automation initiatives to improve resolution times and service quality.

IT Service Management Ticketing Workflow Incident Triage escalation paths SLA Compliance Process Improvement Automation Team Leadership

CRM / SuiteBuilder Specialist

Oracle NetSuite

Oct 2014 - Apr 2017 (2 years 6 months)

Delivered expert-level IT service support across CRM and operational workflows, contributing to platform governance, knowledge management, and process documentation.

CRM IT Support Platform Governance Knowledge Management Process documentation

Technical Support Specialist

Infosys

Jan 2013 - Dec 2014 (1 year 11 months)

Delivered frontline IT service management support in a structured enterprise environment, applying ITIL-aligned processes for incident and service request handling.

IT Service Management ITIL Incident Management Service Request Handling