At Merck KGaA, I’ve progressed from Intern (TeamLease) to Consultant (UST) to Internal Employee, working across IT Service Management, service portfolio management, and business analysis.
I manage ServiceNow services, including Site Management and Access Suites, and serve as Qualification Owner for the ServiceNow ITSM Module and Access Suites. I also created, maintained, and renewed qualification documents for GxP-relevant applications.
As Process Owner for IT Service Portfolio Management, I developed SOPs and working instructions for Business Services and SLAs, and generated reports and KPIs. I’ve also supported audit preparations and used ticket analysis and end-user feedback to inform service improvements.
