Itsm / Servicenow Specialist/consultant (0996) Tb

2 weeks ago

Pretoria, South Africa Mediro ICT Full time

CSDM, ITSM prcesses, foundation data, governance, and measurements.

Support migration/transformation of existing IT Service Management processes and services from BMC Remedy platform to ServiceNow platform.

2nd and 3rd level support for ServiceNow CSDM framework solution:
Services, Service Offerings, Grups, Service management processes and foundation data.

Perform requirement analysis related to Service / Service Offering / Group structures from IT departments.

Maintaining and measuring service structures, data quality and key metrics.

Maintaining and measuring configuration items (CMDB) quality and key metrics.

Supporting the ServiceNow ITSM customer base with their service structures and configuration items included in service models.

Creating and updating documentation of user guides and guidelines including operations manuals.

Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported.

**Requirements**:
Matric plus IT Degree/Diploma.

ServiceNow certifications (ITSM fundamentals, CSDM, CMDB).

Minimum of 6 years working experience in IT Service management.

**Skills Required**:
Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like ServiceNow, BMC Remedy Helix.

Proficient in designing, configuring, and maintaining ITSM service models (ServiceNow CSDM):
Service prtfolio, Services, Technical and Business service offerings, Application services.

Wide ServiceNow experience with specific focus on IT Service Management modules:
Incident, Prblem, Change enablement, Service request management, Service level management and Knowledge management.

Experience and knowledge of Configuration Management Database (CMDB), configuration item data models and relations. Detail familiarity of specific IT infrastructure environments:
IT platfrms - Operating systems (Windows, Linux), Networks, Databases, Web technologies, and Cloud technologies (AWS, Azure).

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.

Comprehensive understanding of enterprise architecture concepts and models.

Experience and implementation of ITIL version 4.

Experience with the Agile Methodology.

Between 5 - 7 Years

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