Eric Pleines

Background

About Eric Pleines

AI Manager at Bayer AG | Expert in Machine Learning & GenAI in IT Service Management Currently, I work at Bayer AG as an AI Manager, leveraging my expertise in Artificial Intelligence (Machine Learning & Generative AI) and IT Service Management (ITSM) to make global ITSM on ServiceNow more efficient and reliable. Daily, I identify, prioritize, and implement AI use cases in the largest Service Integration & Management (SIAM) environment in Europe. My goal: stabilizing IT systems and increasing efficiency through automation. Successful Projects (Examples): 1) Integration of LLMs into ServiceNow: Enhancing the platform with innovative technologies. 2) Optimization of IT Incident Management: a) Summarization of IT Incident Tickets b) Ensuring complete and high quality documentation of tickets c) Evaluating the handling quality of external staff d) Automated resolution of IT Incident Tickets 3) Optimization of IT Change Management: a) Ensuring high data quality of IT Change Tickets b) Supporting risk assessment of changes c) Automated evaluation and closure of Change Tickets Career Highlights: 1) Dual Bachelor's degree and part-time Master's degree with distinction at Bayer AG 2) Thesis work focused on Machine Learning 3) Two years of experience as Global Process Owner at Bayer AG Personal: I am results-oriented, reliable, and passionate about new technologies and innovations. I am open to new ideas and, last but not least, a Bitcoin enthusiast.