19 set - Roma
SixteenFifty
Long-term B2B Contract | Italy / Primarily Remote
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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 Management
Understanding of CMDB / Configuration Management, with experience maintaining CMDB data and supporting its governance
Good understanding of ITIL principles and service management best practice
Experience working with external vendors / managed service providers
Strong stakeholder management and communication skills
Comfortable working across technical, operational and business teams
Fluent Italian and English
This is expected to be a long-term, multi-year B2B engagement with a global organisation headquartered in Milan. The role will be primarily remote, with occasional on-site presence at HQ as required. xpavfwm
Please apply for further information and immediate consideration.
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