NOW HIRING: Operations Engineer (ITSM / CMDB SME)

About the Role

Key Responsibilities

Configuration Management (CMDB / Manage Service Configuration)

• Act as the Subject Matter Expert for CMDB and Manage Service Configuration topics.
• Develop, optimise and maintain Configuration Management processes and standards.
• Plan and coordinate CMDB activities, integrations and service configuration updates.
• Consult on IT Infrastructure integrations (Networks, Databases, Storage, Cloud, Middleware) into the CMDB.
• Monitor and steer CMDB data quality using defined KPIs and controls.
• Execute process controls to ensure compliance with process & data standards.

ITSM, Governance & Reporting

• Support and consult on Configuration Management tools (ServiceNow, BMC Remedy Helix).
• Interface with ITSM experts and Enterprise Architecture teams.
• Prepare and maintain knowledge articles and documentation.
• Report requirements, gaps and improvement opportunities to Process & Product Owners.
• Conduct communication, awareness and training activities across teams.

Team Support & Collaboration

• Train and onboard team members on CMDB processes and tools.
• Share knowledge and best practices with internal teams and stakeholders.
• Support the feature team in ensuring the health, accuracy and governance of configuration data.

Required Skills & Expertise

Technical Skills

• 5+ years practical experience as an Operations Engineer or similar ITSM role.
• Strong experience with IT Service Management (ITSM) frameworks and processes.
• Hands-on expertise in:
  • ServiceNow (ITSM, CSDM, CMDB)
  • BMC Remedy Helix
• Experience with Windows & Linux server environments.
• Good understanding of Data Centres, Networks, Databases, Web technologies, Storage, Middleware.
• Exposure to cloud technologies (AWS, Azure).

ITIL & Governance

• Solid working knowledge of ITIL v4.
• Experience implementing or supporting Configuration Management processes.

Soft Skills

• Strong communication and stakeholder engagement.
• Analytical thinker with problem-solving ability.
• Ability to train, guide and support team members.
• Organised, detail‑oriented and capable of driving process quality.

Why Join?

• Work in a large, complex enterprise environment.
• Be the technical authority for CMDB and ITSM configuration processes.
• Collaborate with experts across IT Infrastructure, Architecture and Service Management.
• Opportunity to influence and improve enterprise‑wide ITSM practices.

How to Apply