IN-Senior Associate _ ITSM Configuration Management || IN_IT_ Services CO|| IFS || PAN India

Job Description & Summary:

We are seeking a detail-oriented and highly organized Configuration Specialist with CSDM skillset to manage and optimize the configuration of our systems, networks, and applications. The ideal candidate will be responsible for maintaining the integrity of system configurations, overseeing change management processes, and ensuring compliance with standards and best practices.

Responsibilities:

Main Accountabilities ITSM Manager accountabilities:

• Manage the ITSM configuration team, ensuring effective allocation of resources, mentoring, and performance management.
•  Oversee the configuration, maintenance, and enhancement of ITSM tools in alignment with ITIL best practices and organizational requirements.
• Collaborate with ITSM process owners and cross-functional teams to define and implement configuration changes that improve tool functionality and process efficiency.
•  Maintain and govern the Configuration Management Database (CMDB), ensuring data integrity, accuracy, and compliance with audit requirements.
• Drive continuous improvement initiatives related to ITSM configuration, automation, and reporting capabilities. · Develop and enforce ITSM configuration standards, policies, and procedures.
• Manage relationships with ITSM tool vendors and service providers, including escalation management and contract oversight. · Provide regular reporting and metrics to senior management about configuration status, process adherence, and system performance. · Ensure compliance with organizational security and data privacy policies related to ITSM systems. · Facilitate training and knowledge transfer sessions to internal teams on ITSM tool functionalities and configuration best practices.

Mandatory skill sets:

· ITSM Configuration and CSDM

• Direct and oversee the design, configuration, and governance of ITSM tools in support of ITIL-aligned processes, focusing on CMDB and service modeling based on CSDM principles. ·
• Develop and enforce company-wide standards and best practices for ITSM configuration and CSDM adoption. · Implementation and continuous improvement of the CSDM framework within the CMDB, ensuring data consistency, accuracy, and proper service hierarchy mapping.
• Collaborate closely with ITSM process owners, enterprise architecture, service owners, and business stakeholders to drive the alignment of service models and configuration data with business needs.
•  Manage the CMDB operational health, including audits, data quality initiatives, and remediation efforts aligned to CSDM standards.
•  Drive automation, integration, and workflow enhancements to improve data capture and reduce manual effort in configuration management activities.
•  Provide training, guidance, and awareness sessions on CSDM and ITSM tool configuration to relevant teams. · Serve as the escalation point for complex configuration and CSDM-related issues and provide strategic recommendations for tooling enhancements.
•  Monitor and report key metrics related to ITSM tool performance, CMDB health, service mapping accuracy, and CSDM adoption to leadership.
•  Liaise with third-party vendors, tool providers, and consultants as needed to support ITSM and CSDM initiatives.

Preferred skill sets:

• Curiosity: A natural curiosity and eagerness to learn, explore new ideas, and see past the status quo. • Collaboration: A natural collaborator, suited to work in a collaborative culture with a diverse and talented team that values collaboration, constructive challenging and mutual respect. · • Challenge: Demonstrates the capability to question and challenge ideas, decisions, and processes in a constructive manner, fostering a culture of continuous improvement and innovation while maintaining respect and professionalism in all interactions. • Value Driven: Demonstrates a strong commitment to ethical principles and organisational values, ensuring that all actions and decisions align with the company's mission and integrity standards. • Tactical • Influential • Customer-focused • Collaborative • Process oriented

· ITIL Foundation and Practitioner Certifications · Certification in specific ITSM tools (e.g., ServiceNow Certified System Administrator)

Years of experience required:

4+ yrs

Education qualification:

Any UG/PG