18 set - Milano
SixteenFifty
Long-term B2B Contract | Italy / Primarily Remote
SixteenFifty 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 Management
Support the ongoing maintenance and governance of
ServiceNow
Maintain the
CMDB , helping ensure Configuration Items, relationships and underlying data remain accurate and up to date
Monitor CMDB health and support improvements around data quality, ownership and lifecycle management
Support the continued development of
Knowledge Management , process documentation and service information
Work closely with internal IT teams and external vendors to ensure agreed processes, standards and service levels are followed
Support ServiceNow enhancements, workflows and improvements based on operational requirements
Monitor service performance, KPIs and SLAs, identifying opportunities for continual service improvement
Support governance forums, service reviews and wider ITSM initiatives
Help drive greater consistency and maturity across the organisation's service management practices
Experience required:
Strong experience across
IT Service Management / IT Operations
within an enterprise environment
Good working knowledge of
ServiceNow
Experience across core ITSM processes including Incident, Change, Problem and Knowledge
18 set - Chiavari
Acrobatica
18 set - Fonzaso
Greta
18 set - Trento
Car Clinic
18 set - Nola
Demetra Formazione