Operations Configuration Specialist

4 days ago

Johannesburg, South Africa Mediro ICT Full time

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 KPI’s

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

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

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

**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)

Between 7 - 10 Years

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