Reference: JHB001891-Laka-1 Join our team as an Operations Configuration Specialist (Expert) and lead IT Service Management initiatives. You'll manage and enhance CMDB processes, ensure data quality, and support enterprise IT solutions like ServiceNow. If you have a proven track record in ITSM and a passion for optimizing IT infrastructure, apply now ESSENTIAL SKILLS REQUIREMENTS: - Proven experience in IT Service Management (ITSM) dealing with challenging projects and collaborating with stakeholders across products, regions, and feature teams. - Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like ServiceNow and BMC Remedy Helix. - Proficient experience and knowledge of Configuration Management Database (CMDB), configuration item data models, and relations. - Detailed familiarity with specific IT Infrastructure environments/technologies: IT Platforms – Operating systems (Windows, Linux), Data Centres, Networks, Databases, Web technologies, Cloud technologies (AWS, Azure), storage, and middleware. - Ability to conceptualise complex information and perform detailed analysis when required. - Capability to develop and improve a governance framework to measure and continually improve data quality and verification processes. - Capable of providing training as a subject matter expert (SME) and providing input on knowledge sharing sessions to key stakeholders. - Comprehensive understanding of enterprise architecture concepts and models. - Extensive experience with DevOps processes and tools. - Extensive experience with ITIL version 4 principles and processes. - Extensive experience with Release Management in complex and production-critical environments. - Experience in Agile methodology and tools. - Knowledge and experience with project management principles and methodologies related to software development. - Ability to analyze existing processes and systems and identify areas for improvement and increased operational efficiency. - Ability to drive and deliver in accordance with deadlines and provide detailed reporting and progress of overall projects/initiatives. - Strong document management and reporting capabilities, including the creation of standard operations procedures in line with AWM. - IT Process Steering & Governance. - IT Operations Frameworks. ADVANTAGEOUS SKILLS REQUIREMENTS : - Knowledge in designing, configuring, and maintaining ITSM service models (ServiceNow CSDM). - Experience in a similar IT environment. - German speaking (not mandatory). - Excellent communication skills at senior engagement levels. - Ability to relate and interact with a variety of stakeholders at different organizational levels. - Strong interpersonal skills, including intercultural understanding. - Able to work under pressure and be resilient in stressful situations. - Must be self-motivated and open to learning independently. - Proactive and able to provide new ideas for the improvement of processes and work methods. - Self-starter. - Learning mindset. - Flexibility to take up different tasks in the team and be a team player. - Willing and able to travel internationally when required. WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE? - Fluent English-speaking, including business reading and writing. - Information Technology qualification (degree/diploma). - ServiceNow certifications (ITSM Fundamentals, CSDM, CMDB). - ITIL v4 Certification advantageous. - Minimum 8 years of working experience in IT Service Management. - Team player (working in an international environment and team). WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES? - Perform the role of Subject Matter Expert (SME) for the CMDB / Manage Service Configuration topics in the context of a feature team. - Develop, establish, and improve the Manage Service Configuration processes, including coordination of relevant interfaces to other service management processes. - Plan and coordinate activities related to the CMDB and Manage Service Configuration processes. - Consult on the IT Configuration Management process and tools. - Consult on the integration of IT Infrastructure environments/technologies into CMDB. - Monitor and steer IT Configuration Management data quality in accordance with relevant KPIs. - Responsible for the execution of the process controls, ensuring that teams comply with process and data standards. - Interface with other experts on IT Service Management topics. - Interface with other experts on Enterprise Architecture topics. - Carry out necessary communication measures and training. - Report on requirements and suggestions for improvement to the relevant Process & Product Owners. - Submit, update, and maintain knowledge articles related to key topics included in the scope of services supported. Apply Now

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