IS Support Process Specialist

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to:

IS Department Manager Data Management

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Your role and responsibilities

In this role, you will have the opportunity to support the organization's vision and strategic direction. Each day, you will define, manage, and monitor CMDB processes to meet requirements for Information Systems (IS) services by planning, measuring, and improving all aspects of Configuration Management. You will showcase your expertise as a key resource and definitive source of knowledge on CMDB processes, contributing to enhancing organizational effectiveness across the enterprise.

Work Model: #Li-hybrid

You Will Be Mainly Accountable For:

1. Defining and Maintaining CMDB Standards & Processes

• Describe and define CMDB processes including relationships, dependencies, and business value. Regularly maintain all Configuration Item (CI) information and service-related documentation within the service management tool, ensuring compliance with governance requirements.

2. Data Quality Governance & Validation

• Review and approve requests related to CI creation and maintenance, ensuring compliance with data quality standards. Extract and analyze system data to identify CIs with missing or inconsistent information, preparing comprehensive reports to support data quality improvement initiatives.

3. Stakeholder Collaboration & Advisory

• Work closely with users, application owners, and other stakeholders to resolve data discrepancies and ensure CMDB records remain accurate and up-to-date. Advise on the correct and effective use of CMDB services and supporting IS service changes.

4. Certification & Process Optimization

• Take ownership of CMDB certification planning, execution, and process optimization to improve efficiency and compliance. Support biannual certification processes by coordinating with managers and server owners to validate the accuracy and completeness of CI data.

5. Performance Measurement & Reporting

• Apply and execute relevant measurement and reporting management practices to enable planning, controlling, reviewing, and auditing services. Monitor and report against agreed Key Performance Indicator (KPI) targets.

Qualifications for the role

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.
• 2-5 years of experience in IT Service Management (ITSM), Configuration Management, CMDB administration, or a related IT operations role.
• Strong understanding of Configuration Management principles, CMDB processes, and ITIL best practices.
• Experience working with enterprise service management platforms such as ServiceNow, BMC Helix, Remedy, or similar ITSM tools.
• Proven experience in data quality management, data governance, and process compliance.
• Strong analytical skills with the ability to extract, interpret, and analyze large datasets to identify trends, inconsistencies, and improvement opportunities.
• Experience creating reports, dashboards, and KPI tracking mechanisms using reporting and analytics tools.
• Demonstrated ability to work effectively with cross-functional stakeholders, including application owners, infrastructure teams, service owners, and management.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Excellent written and verbal communication skills in English.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact?

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