Peter Sass

Access Goverance Product Owner of the new IAM platform of the Deutsche Telekom AG

Decision making of the internal global KM procedures, policies and tooling. Involvement in the development of the KM organization's future direction. Implementing, migrating new and existing clients into ServiceNow. Initial design of KM related modules in SN. Owning, designing and administrating the global knowledge and content management tool and its architecture. Handling KM transition activities to SN. Developing and realising new Knowledge Managment solutions in the fields of automation and Self Help

Account Knowledge Manager Implementing Samsung MPS support Part taking in the solution design with Samsung, Unisys and Samsung’s client. Implementation of agreed procedures. Understanding and maintaining end to end support lifecycle for printer support Creating and maintaining Samsung MPS support procedures. Managing account’s knowledge and identifying areas where the required technical or procedural knowledge is missing

Technical Team Leader for major, global pharmaceutical client Taking leadership role on a Service Desk with ca. 45 Service Desk Agents Maintaining everyday work on the Service Desk Keeping track of daily SLAs and ticket handling Coordinating information flow between client's Service Management and the Service Desk. Coordinating work between the Service Desk, Request Management, Incident Management and Escalation Management teams Taking care of process change implementation in daily use.

Providing 1st level support to customers at various multinational companies in English and German languages