Operations Configuration Specialist EXP 2725

4 weeks ago

Midrand, South Africa Open Source (Pty) Ltd Full time
OPERATIONS CONFIGURATION SPECIALIST

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) platform and solutions like ServiceNow and BMC Remedy Helix
  • Proficient experience and knowledge of Configuration Management Database (CMDB), configuration item data models and relations.
  • Detail familiarity of specific IT Infrastructure environments/technologies: IT Platforms Operations systems (Windows, Linux), Data Centres, Networks, Databases, Web technologies, Cloud technologies (AWS, Azure), storage and middleware
  • Ability to conceptualise complex information and perform detail 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 provide 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 creation of standard operations procedures in line with AWM
  • IT Process Steering & Governance
  • IT Operations Frameworks

Advantageous Skills Requirements:
  • Knowledge in designing, configuration and maintaining ITSM service models (ServiceNow CSDM)
  • IT Experience
  • German Speaking (not mandatory)
  • Excellent communications skills at senior engagement levels
  • Ability to relate and interact with a variety of stakeholders at different organisational levels
  • Strong interpersonal skills, including intercultural understanding
  • Able to work under pressure and be resilient in stressful situation
  • Must be self-motivated and open to learn independently
  • Proactive and be able to provide new ideas for 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 international when required

Qualifications/Experience needed:
  • Fluent English-speaking, including business reading and writing
  • Information Technology qualification (degree/diploma)
  • ServiceNow certifications (ITSM Fundamentals, CSDM, CMDB)
  • ITIL v4 Certification advantageous
  • Min 8 years 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.
  • Planning and coordinating activities related to the CMDB and Manage Service Configuration processes.
  • Consulting on the IT Configuration Management process and tools
  • Consulting on the integration of IT Infrastructure environments/technologies into CMDB
  • Monitoring and steering of IT Configuration Management data quality within the Group in accordance with relevant KPIs
  • Responsible for the execution of the process controls, ensuring that teams comply with process and data standards
  • Interfacing with other experts on IT Service Management topics
  • Interfacing with other experts on Enterprise Architecture topics
  • Carrying out of necessary communication measures and training
  • Reporting on requirements and suggestions for improvement to the relevant Process & Product Owners
  • Submitting, updating and maintaining knowledge articles related to key topics included in scope of services supported

What do we offer you?
  • Cutting edge global IT system landscape and processes
  • Flexible working of 1960 hours in a 12-month period
  • High Work-Life balance
  • Remote / On-site work location flexibility
  • Affordable Group vehicle promotions (buying or leasing options available, terms and conditions apply)
  • Highly motivating, energetic, and fast-paced working environment
  • Modern, state-of-the-art offices
  • Dynamic Global Team collaboration
  • Application of the Agile Working Model Methodology

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