ITSM Configuration Management II - ServiceNow (CMDB / ITIL) - 0324 ND

The ITSM Configuration Management II - ServiceNow (CMDB/ITIL) is responsible for governing and managing ITIL Configuration Management processes within the IT Service Management (ITSM) framework. This role focuses on maintaining accurate configuration data, improving ITSM processes, and ensuring a reliable system of record for IT services and their relationships. Note: This is a configuration-focused role and not a development position., Configuration Management & ITIL Processes

• Own and manage ITIL Configuration Management processes including CMS, CMDB, and CSDM
• Ensure accuracy, integrity, and governance of configuration data
• Maintain relationships between IT assets, services, and infrastructure

ServiceNow Administration (Configuration-Focused)

• Configure and maintain ServiceNow CMDB and related modules
• Support ITSM process implementation and enhancements
• Perform system configuration aligned with ITIL best practices

Process Improvement & Strategy

• Analyze, design, and improve ITSM processes and workflows
• Contribute to ITSM strategic roadmap and service lifecycle improvements
• Define standards, procedures, and governance models

Testing, Training & Documentation

• Support build, testing, and deployment of ITSM enhancements
• Develop training materials and provide knowledge transfer
• Maintain documentation for processes, standards, and configurations

Collaboration & Project Support

• Lead or support ITSM-related projects and initiatives
• Coordinate with business and IT teams to enhance service delivery
• Provide insights and recommendations based on CMDB data

• Experience with ServiceNow CMDB and Configuration Management
• Strong knowledge of ITIL framework and ITSM processes
• Experience with CMS, CMDB, and CSDM data models
• Experience in ITSM process analysis, design, and improvement
• Strong documentation, analytical, and problem-solving skills, * ITIL certification (preferred)
• Experience working in IT Service Management Office environments
• Experience with process governance and service lifecycle management