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17

April

Itsm Specialist - Cmdb

u&u Recruitment Partners - Brisbane City, QLD

IT
Source: uWorkin

JOB DESCRIPTION

Full Job Description
Permanent opportunity in a major enterprise business
Configuration Management, ServiceNow experience essential
Brisbane CBD location | Implement processes & frameworks

About the Role

As the ITSM Specialist, you will be accountable for the management and development of IT Service Management processes including Incident, Request, Change, Problem and Configuration Management. Focus on CMDB.

You will work within a small Service Management team and your primary focus will be Incident Management, Configuration Management and managing ServiceNow development. You will work closely with IT and business stakeholders to develop standards, procedures and plans for the continual improvement of ITSM practices. You will lead the development of the ITSM solution, ServiceNow, and work with external ServiceNow development partners to support changes as required.

Key Accountabilities

Regularly review CMDB data quality and work with technical teams to ensure configuration management records are appropriately updated and maintained;
Help define processes, frameworks and standards - bringing the business together to support the implementation of these;
Responsible for monitoring and improving compliance with our clients IT Incident Management process;
Support technical teams through education of the Incident Management process and how it is applied within ITSM tools like ServiceNow and OpsGenie; and
Work with stakeholders and external ServiceNow implementation partners to develop changes in ServiceNow to meet current and emerging requirements.

Skills and Experience

Demonstrated experience in a similar ITSM focussed position;
Understanding of ITIL, with expertise in Configuration and Incident Management Processes;
Experience with managing development in an ITSM solution such as ServiceNow;
Innovative in respect of service quality and ways in which it can be improved;
Strong business partnership / consulting experience and well-developed operational / project management skills;
The ability to influence and build relationships with senior managers and executives;
Time management skills with the ability to prioritise and execute tasks in a high-pressure environment and make sound decisions in emergency situations; and
Ability to work creatively and analytically in a problem-solving environment, critical and constructive thinking.

For more information please call Lewis Westerman at u&u on 07 3232 9147, quoting reference number 22377. Alternatively, to submit an application, please click below.

Please submit your resume in Word format only.