Configuration Management Specialist - ServiceNow

Your Role :

This role focuses on configuration management tasks within T-Systems, with an emphasis on maintaining Configuration Items (CIs) and implementing the Common Service Data Model (CSDM). The position requires more than 5 years of experience in Configuration and Asset Management (SACM), and candidates should be available to start within 30 days.

Responsibilities :

- Implement automated workflows for creating and maintaining Configuration Items (CIs) from requests, ordered catalog items, and other sources.

- Apply and enforce the Common Service Data Model (CSDM) for both service and technical CIs.

- Capture and maintain CIs in T-Systems standard CMDBs (ServiceNow, HP AM CDS, ITSM2).

- Support CI data maintenance and reconciliation processes to ensure accuracy and completeness.

- Develop, update, and maintain process documentation and work instructions (WI), including definitions of mandatory fields, relationships, and reconciliation procedures.

- Set up data quality checks and implement corrective actions and continuous improvement measures.

- Improve ServiceNow ISP service requests, ensuring correct approvals and accurate data entry.

- Provide Configuration & Facility Management (CFM) consulting and conduct training as needed.

- Participate in project audits, workshops, and governance reviews.

- Collaborate with engineers and architects in introducing new technologies into the CMS infrastructure.

- Define, track, and report internal SACM KPIs, including advising on KPI performance, root-cause analysis for quality drops, and planning countermeasures.

- Provide knowledge sharing, data exports, and approvals for colleagues in ServiceNow, HP AM CDS, and ITSM2.

- Support data transformation and validation to ensure consistency during database transfers into ServiceNow.

Your Profile :

We are looking for a Configuration Management Specialist with expertise in ServiceNow CMDB, SACM processes, and data quality management, capable of implementing and maintaining configuration items across multiple systems.

Must-Have Qualifications :

- Strong expertise in ServiceNow (CMDB, SACM, ISP, and CSDM).

- Solid understanding of Configuration Management processes and ITIL practices.

- Practical experience in data quality management, validation, and reconciliation.

- Ability to create, update, and maintain process documents and work instructions.

- Strong analytical skills for tracking KPIs, conducting root-cause analyses, and proposing improvements.

- Excellent stakeholder communication skills, with the ability to advise, train, and guide colleagues.

- Knowledge of the Common Service Data Model (CSDM).

- Experience in implementing data quality checks.

- Knowledge in Configuration & Facility Management (CFM).

- Experience defining and tracking internal SACM KPIs.

- Skills in data transformation and validation.

- Availability to start within 30 days.

Preferred Qualifications :

- 5+ years experience in Configuration & Asset Management (SACM).

- Proven success in implementing workflows and automation in ServiceNow CMDB.

- Experience working with various CMDB tools (e.g., HP AM CDS, ITSM2).

- Familiarity with audit and compliance processes.

- Experience in large enterprise infrastructure environments.