17 set - Roma
SixteenFifty
Long-term B2B Contract | Italy / Primarily RemoteSixteenFifty is supporting a global manufacturing organisation looking for an experienced ITSM / ServiceNow & CMDB Analyst to join its international technology organisation on a long-term B2B engagement.The role will focus on the ongoing governance and improvement of IT Service Management processes, working across ServiceNow, CMDB, Knowledge Management and the wider service environment.Working closely with internal technology teams and external service providers, you will help ensure ITSM processes are well governed, consistently followed and continue to evolve in line with the needs of the organisation.The ITSM/ServiceNow & CMDB Analyst will be responsible for:Support the governance and continuous improvement of ITSM processes across Incident, Problem, Change, Request and Knowledge ManagementSupport the ongoing maintenance and governance of ServiceNowMaintain the CMDB, helping ensure Configuration Items, relationships and underlying data remain accurate and up to dateMonitor CMDB health and support improvements around data quality, ownership and lifecycle managementSupport the continued development of Knowledge Management, process documentation and service informationWork closely with internal IT teams and external vendors to ensure agreed processes, standards and service levels are followedSupport ServiceNow enhancements,
workflows and improvements based on operational requirementsMonitor service performance, KPIs and SLAs, identifying opportunities for continual service improvementSupport governance forums, service reviews and wider ITSM initiativesHelp drive greater consistency and maturity across the organisation's service management practicesExperience required:Strong experience across IT Service Management / IT Operations within an enterprise environmentGood working knowledge of ServiceNowExperience across core ITSM processes including Incident, Change, Problem and Knowledge ManagementUnderstanding of CMDB / Configuration Management, with experience maintaining CMDB data and supporting its governanceGood understanding of ITIL principles and service management best practiceExperience working with external vendors / managed service providersStrong stakeholder management and communication skillsComfortable working across technical, operational and business teamsFluent Italian and EnglishThis is expected to be a long-term, multi-year B2B engagement with a global organisation headquartered in Milan.
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The role will be primarily remote, with occasional on-site presence at HQ as required. xkiyazw Please apply for further information and immediate consideration.
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