SixteenFifty is supporting a global manufacturing organisation looking for an experienced ITSM / ServiceNow & CMDB Analyst to join its international technology organisation on a long-term B2B engagement.
The role will focus on the ongoing governance and improvement of IT Service Management processes, working across ServiceNow, CMDB, Knowledge Management and the wider service environment.
Working closely with internal technology teams and external service providers, you will help ensure ITSM processes are well governed, consistently followed and continue to evolve in line with the needs of the organisation.
The ITSM/ServiceNow & CMDB Analyst will be responsible for:
- Support the governance and continuous improvement of ITSM processes across Incident, Problem, Change, Request and Knowledge Management
- Support the ongoing maintenance and governance of ServiceNow
- Maintain the CMDB, helping ensure Configuration Items, relationships and underlying data remain accurate and up to date
- Monitor CMDB health and support improvements around data quality, ownership and lifecycle management
- Support the continued development of Knowledge Management, process documentation and service information
- Work closely with internal IT teams and external vendors to ensure agreed processes, standards and service levels are followed
- Support ServiceNow enhancements, workflows and improvements based on operational requirements
- Monitor service performance, KPIs and SLAs, identifying opportunities for continual service improvement
- Support governance forums, service reviews and wider ITSM initiatives
- Help drive greater consistency and maturity across the organisation's service management practices
Experience required:
- Strong experience across IT Service Management / IT Operations within an enterprise environment
- Good working knowledge of ServiceNow
- Experience across core ITSM processes including Incident, Change, Problem a
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