Configuration Management Analyst (ServiceNow) at Old Mutual South Africa

Job Description

The Configuration Management analysts is an experienced resource which performs the day-to-day delivery of Configuration Management services on the ServiceNow Configuration Management Database with minimal direction focusing work on prioritized tasks within Service Engineering - IT Capability Cluster.

Experience with IT Service and Operations projects in Multi Cloud datacenters, ITIL processes, Data Centre operations and customer relationships are an advantageous prerequisite.

• The primary purpose of the Configuration Management analyst is to support the smooth running of the ServiceNow CMDB . The analyst will deliver work products that support ongoing configuration management operations.
•  The individual will be responsible for achieving results through own efforts.

Specific responsibilities include:

• Performs operational activities as defined by the IT Configuration Management plan  including CMDB Health- maintenance which included but is not limited to Data Completeness, Compliance and Staleness.
• Performs operational activities as defined by the IT Configuration Management policies and procedures
• Work to fulfill Configuration Management Service Requests as assigned
• Engages with strategic projects to ensure Configuration Management can deliver required functionality within project timeframes
• Mentors the organization on Configuration Management services, concepts, policies and procedures.
• Oversees the design, coding and testing of reports as needed
• Collects and reports metrics as required to determine CMDB Health
• Identifies and reports non-compliance situations and take appropriate actions
• Performs Configuration Management audits as directed by the Configuration Management standards and controls.
• Identifies Service Improvement opportunities
• Mentors and helps direct junior Configuration Management Specialists

Qualifications:

• Bachelor's degree or equivalent diploma or certifications in the specialized IT fields
• A Configuration Management (CMDB) Certification
• ServiceNow CMDB Configuration and CMDB Health micro-certification (added advantage )
• ServiceNow CSA certified (optional)

Experience:

• ServiceNow experience of 2+ years or alternative experience on BMC Remedy /Atrium or any other Operations Management toolset.
• Must have at least 2 years’ experience as a CMDB administrator or analyst.

Skills:

• Demonstrated understanding of ITIL practices/skills.
• Basic knowledge on infrastructure operations, and IT asset lifecycle, including Business application lifecycle management.
• Basic knowledge of the ServiceNow Common Service Data Model (CSDM) 3.0 is an advantage

Competencies:

• Collaboration (Relating)
• Customer First
• Execution
• Analytical and problem solving
• Critical thinking
• Innovation (Perspective)
• Leading with Influence
• Personal Mastery (Learning)

Education

• Matriculation Certificate (Matric) (Required)

Closing Date

21 April 2023