Configuration Management

Key Responsibilities

• Implement automated workflows for creation and maintenance of Configuration Items (CIs) from requests, ordered catalogue items, and other sources.

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

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

• Support CI data maintenance and reconciliation procedures to ensure accuracy and completeness.

• Develop, update, and maintain process documentation and Work Instructions (WI), including definitions of mandatory fields, relationships, and reconciliation procedures.

• Establish data quality checks and implement corrective actions and continuous improvement measures.

• Enhance ServiceNow ISP service requests, ensuring correct approvals and accurate data entry.

• Provide Configuration & Facility Management (CFM) consultations and deliver training sessions when required.

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

• Collaborate with engineers and architects when new technologies are introduced into the CMS infrastructure.

• Define, track, and report internal SACM KPIs, including advisory on KPI performance, root cause analysis for quality decreases, and mitigation planning.

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

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

Required Skills & Competencies

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

• Solid understanding of Configuration Management processes and ITIL practices.

• Hands-on experience with data quality management, validation, and reconciliation.

• Ability to write, update, and maintain process documents and work instructions.

• Strong analytical skills to track KPIs, perform root cause analysis, and propose improvement measures.

• Excellent stakeholder engagement, with the ability to consult, train, and guide colleagues.

Desired Experience

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

• Proven track record in implementing workflows and automation in ServiceNow CMDB.

• Experience working with multiple CMDB tools (e.g., HP AM CDS, ITSM2).

• Familiarity with audit and compliance processes.

• Exposure to large-scale enterprise infrastructure environments.

Looking for Early joiners within 30 Days only 

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