IT Service Management Analyst - ServiceNow, Madrid
About NTT DATA Business Solutions:
NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.
As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs.
As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.
Our global award-winning SAP practice, differentiated by innovation, is the undisputed leader in SAP S/4HANA, with about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.
Our clients trust our deep experience and proven approaches - all around the world!
Job Summary:
As an IT Service Management Analyst (Configuration Analyst), you will be accountable for executing the day-to-day activities around management and maintenance of data in the CMDB and support other IT service management processes in their consumption of the CMDB data. You should preferably hold ServiceNow, ITIL, and/or ITSM certifications.
This is an excellent opportunity to join an innovative, fast-growing company and be involved in complex ServiceNow implementations.
Duties/Responsibilities:
* Fulfilling the day-to-day activities of the Configuration Management process, including establishing priorities and work assignments.
* Tracking compliance to policies and procedures and resolving/escalating any compliance issues.
* Facilitating communication and engaging business and IT management to encourage configuration management efforts and value proposition.
* Engaging with strategic projects to ensure Configuration Management can deliver required CMS functionality within project timeframes.
* Reviewing and approving all changes to the CMS infrastructure where applicable.
* Regularly reviewing discovery output to ensure data accuracy and completeness in the CMDB.
* Mentoring the organization on Configuration Management services, concepts, policies, and procedures.
* Configuring and generating reports for different stakeholders, providing key insights into the status and health of the CMDB.
* Applying knowledge of ServiceNow's Common Service Data Model (CSDM) to optimize the organization and management of data in the CMDB.
Required Skills/Abilities:
* Excellent written and verbal communication, including technical writing skills.
* Methodical approach with high attention to detail.
* Strong analytical ability, capable of investigating and troubleshooting issues independently.
Experience:
* 3 years experience as a Configuration Analyst within the IT Service Management space, with strong knowledge of the ServiceNow platform.
* ITIL certified, or equivalent experience.
* Experience and strong knowledge of IT Service Management practices including Configuration, Change, Incident, and Problem.
* Experience with ServiceNow Discovery and Service Maps (Desired).
Travel required:
While this is a remote role, it is client-facing and requires direct interaction with client representatives and internal delivery teams, which may require some travel to the client site in Madrid. Working hours will match client business hours, with consideration for flexible working once relationships and project processes have been established.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting and Business Consulting and Services
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