Senior ITSM Configuration Management Specialist

We are having an urgent opening for the position of Senior ITSM Configuration Management Specialist for a reputed company at the Navi Mumbai(Juinagar) location.

Job Summary: 

The ITSM Configuration Management Specialist Senior will work on IT Service Management efforts and initiatives with general oversight.  Responsible for three or more ITSM process(es).  Manages assigned process(es) end-to-end from making changes in the process(es) to providing input on process strategy.  Advanced knowledge of configuration management of ServiceNow.  Working knowledge of IT Operations Management using SolarWinds and SCOM service alert integrations with the ServiceNow Event Management module. Intermediate working knowledge of IT Asset Management processes using ServiceNow Hardware Asset Management and Software Asset Management modules.  Ability to effectively communicate with business stakeholders to obtain all necessary requirements to effectively utilize the ServiceNow CMDB tool to its fullest potential.  Intermediate to advanced understanding and application of Agile processes to work effectively and successfully with the Release and Deploy management team.

Job Description: 

• Oversees assigned ITSM processes
• Participates in setting strategy for assigned ITSM processes and tool
• Supports management of the ITSM tool (ServiceNow)
• Provides recommendations and solutions to ensure ServiceNow CMDB is evergreen
• Assists with the governance of established processes as well as ones implemented
• Ensures successful ServiceNow CMDB integrations and add-ons
• Assists with the continual improvement of the Common Service Data Model
• Collaborates with support partners to improve processes
• Helps with the continual improvement of the enterprise AI chatbot
• Provides process improvement alternatives and/or recommendations
• Prepares documentation, user guides, and training materials
• Delivers communication on process changes, enhancements, and/or modifications
• Creates process models, specifications, diagrams, and charts
• Facilitates and monitors status processing of all requests
• Reports on adherence to processes and standards

Qualifications - External 

• Requires expanded conceptual and practical knowledge within own ITSM discipline and basic knowledge of related disciplines 
• Performs a range of assignments and may lead projects within their own discipline
• Participates in cross-functional projects and may lead project workstream
• Works with limited oversight
• Applies working knowledge of business and best practices gained through an understanding of key business drivers and recognition of how own area integrates within the organization
• Acts as a resource for colleagues provide guidance to less experienced team members
• May lead projects with controllable risks and resource requirements
• Works within broad guidelines and policies
• Impacts quality of team or project objectives
• Able to identify and solve complex problems to benefit the team and organization using a combination of an application of ITSM methodologies and cross-team collaboration
• Analyzes possible solutions using technical experience, judgment, and precedents
• Explains complex and/or sensitive information in a straightforward manner
• Leads others to consensus
• Bachelor's degree in relevant field preferred
• Requires 5-8 years of related work experience
• Advanced working knowledge of ServiceNow configuration management 
• Intermediate working knowledge of IT Asset Management processes using ServiceNow Hardware Asset Management and Software Asset Management modules  
• Working knowledge of IT Operations Management using SolarWinds and SCOM service alert integrations with ServiceNow Event Management module
• At least 3 years of using ServiceNow in the execution of more than 3 ITSM processes
• ITIL Foundations or Higher Certification