ITIL Service Analyst
3 weeks ago
About NTT DATA Business Solutions: 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 a Configuration Analyst you would be accountable and responsible for executing the day to day activities around management and maintenance of data in the CMDB. Also support other IT service management process in their consumption of the CMDB data. You preferably hold ServiceNow, ITIL and/or ITSM certifications.
This is an excellent opportunity to join an innovative, fast-growing company and be involved in what may be the most interesting, challenging and complex ServiceNow implementations to take place in the UK.
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 Configuration Management audits
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 review discovery output to ensure data accuracy and completeness in the CMDB
Mentoring the organisation on Configuration Management services, concepts, policies and procedures
Configure and generate reports for different stakeholders, providing key insights into the status and health of the CMDB
Apply knowledge of ServiceNow's Common Service Data Model (CSDM) to optimize the organisation 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, and 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: (If applicable)
This is a client facing role requiring direct interaction with client representatives (sponsors, stakeholders, managers and executives and process owners) as well internal delivery teams.
Working hours will match client business hours, with consideration for flexible working once relationships and project process have been embedded.
Benefits
Joining our team comes with a range of enticing benefits designed to support your well-being, career growth, and work-life balance:
Home-Based Contract: Enjoy the flexibility of a home-based contract with occasional travel to NTT Data Business Solutions offices and client sites, allowing you to manage your work environment effectively.
Generous Holiday Allowance: Benefit from 25 days of paid holiday annually, providing ample time for relaxation and rejuvenation.
"Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge.
Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
Health and Well-being: Prioritize your health with our comprehensive Private Medical Insurance plan, currently provided by Bupa. This coverage extends to you, with favourable rates available for family members at the L3 level and above.
Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.
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