Technical Consultant- ITSM & CMDB

• Role Title : Technical consultant
• Ep : 5-7yrs
• Hiring Type : Perm
• Work Mode : Hybrid
• Shift Timing : 2PM-11PM

CMDB Administration:

• Maintain and update Configuration Item (CI) records within ServiceNow.
• Create, modify and retire configuration records as required.
• Update CI attributes, ownership information, support groups and relationships.
• Ensure Configuration Management records remain accurate, current and complete.
• Perform routine CMDB housekeeping and data quality activities.

Service Information Management:

• Maintain and validate Service and Service Offering records within ServiceNow.
• Work with Service Owners, Tower Leads and operational teams to ensure critical service information is accurate, current and complete.
• Support the review and validation of Mission Critical Services and associated Service Offerings.
• Maintain service ownership, support arrangements, escalation contacts and operational support information.
• Coordinate remediation activities to address missing, inaccurate or incomplete service information.

Stakeholder Engagement

• Engage with Infrastructure, Applications, Networks, Security, Service Management and operational teams to gather configuration and service information.
• Coordinate workshops and meetings to validate service ownership, support arrangements, service dependencies and operational contacts
• .Follow up with stakeholders to obtain missing or incomplete information.
• Build effective relationships across IT teams to support Configuration and Service Information Management activities.

Data Quality & Governance

• Identify and correct incomplete, duplicate or inaccurate records.
• Support CMDB audits, ServiceNow audit reviews and data validation exercises.
• Conduct periodic reviews of Service and Service Offering data to ensure completeness and compliance with agreed standards.
• Produce reports on data quality, ownership validation and information completeness
• .Ensure agreed Configuration Management and Service Information standards and processes are followed.
• Track remediation progress using ServiceNow reporting and audit capabilities.

Service Status Portal & Operational Readiness

• Support the accuracy and completeness of information used by the Service Status Portal.
• Validate critical data used during Major Incident, outage and service communications.
• Assist Service Management teams in ensuring ServiceNow records support operational and incident management processes
• .Support continuous improvement of service information required for operational resilience and service reporting.

Documentation & Reporting

• Maintain Configuration Management and Service Information documentation.
• Record decisions and updates resulting from stakeholder meetings.
• Produce regular status updates on progress, audit findings and data quality improvements.
• Support reporting requirements for Service Management, audit and governance activities.

Essential Skills & Experience:

• Experience working with Configuration Management databases (CMDBs).Experience administering ServiceNow records or similar ITSM platforms.
• Experience maintaining Service and Service Offering records.
• Experience working within an IT Service Management environment.
• Proven ability to gather information from multiple stakeholders and maintain accurate records.
• Experience supporting large-scale data validation, remediation or governance activities.

Knowledge:

• Understanding of Configuration Management principles.
• Understanding of Service Management concepts, including Services and Service Offerings.
• Familiarity with ITIL Service Management practices.
• Understanding of data quality and governance requirements.

Skills:

• Strong attention to detail and excellent organisational skills.
• Ability to analyse and validate information from multiple sources.
• Strong verbal and written communication skills.
• Comfortable engaging with technical and non-technical stakeholders.
• Proficient in Microsoft Excel, reporting tools and ServiceNow reporting capabilities.

Desirable Skills:

• ServiceNow CMDB administration experience.
• Experience with Service Portfolio Management.
• Knowledge of Configuration Item lifecycle management.
• Experience supporting audit, compliance or governance activities.
• Experience working within a large enterprise IT environment.
• Exposure to operational resilience, service continuity or service reporting activities.

Key Deliverables:

• Accurate and maintained Configuration Item records.
• Documented ownership, support arrangements and escalation information for key IT services.
• Support for Mission Critical Service information governance activities.
• Support for Service Status Portal and Major Incident Management data requirements.
• Regular updates to Configuration and Service Management records and relationships.
• Completion of agreed remediation, audit and data-cleansing activities.
• Support for Configuration Management governance and reporting requirements.

Success Measures:

• Improvement in CMDB and Service Information quality metrics.
• eduction in incomplete or inaccurate CI, Service and Service Offering records.
• Completion of the agreed data remediation backlog.
• Stakeholder sign-off of updated service ownership and operational information.
• Increased completeness of Mission Critical Service information.
• Timely completion of Configuration and Service Information administration activities.
• Positive audit outcomes for Configuration and Service Information governance activities.