Key Responsibilities
Implement automated workflows for creation and maintenance of Configuration Items (CIs) from requests, ordered catalogue items, and other sources.
Apply and enforce the Common Service Data Model (CSDM) for both service and technical CIs.
Record and maintain CIs in T-Systems standard CMDBs (ServiceNow, HP AM CDS, ITSM2).
Support CI data maintenance and reconciliation procedures to ensure accuracy and completeness.
Develop, update, and maintain process documentation and Work Instructions (WI), including definitions of mandatory fields, relationships, and reconciliation procedures.
Establish data quality checks and implement corrective actions and continuous improvement measures.
Enhance ServiceNow ISP service requests, ensuring correct approvals and accurate data entry.
Provide Configuration & Facility Management (CFM) consultations and deliver training sessions when required.
Participate in project audits, workshops, and governance reviews.
Collaborate with engineers and architects when new technologies are introduced into the CMS infrastructure.
Define, track, and report internal SACM KPIs, including advisory on KPI performance, root cause analysis for quality decreases, and mitigation planning.
Provide knowledge-sharing, data exports, and approvals to colleagues in ServiceNow, HP AM CDS, and ITSM2.
Support data transformation and validation to ensure consistency during database transfers into ServiceNow.
Required Skills & Competencies
Strong expertise in ServiceNow (CMDB, SACM, ISP, and CSDM).
Solid understanding of Configuration Management processes and ITIL practices.
Hands-on experience with data quality management, validation, and reconciliation.
Ability to write, update, and maintain process documents and work instructions.
Strong analytical skills to track KPIs, perform root cause analysis, and propose improvement measures.
Excellent stakeholder engagement, with the ability to consult, train, and guide colleagues.
Desired Experience
5+ years of experience in Configuration & Asset Management (SACM).
Proven track record in implementing workflows and automation in ServiceNow CMDB.
Experience working with multiple CMDB tools (e.g., HP AM CDS, ITSM2).
Familiarity with audit and compliance processes.
Exposure to large-scale enterprise infrastructure environments.
Looking for Early joiners within 30 Days only
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