1) ITSM Expert – Generalist
Key Responsibilities
* Lead the design, optimisation, and implementation of ITIL‐based processes (Incident, Problem, Change, Release, Request, Configuration, Knowledge).
* Improve IT service workflows & governance aligned with operational and business needs.
* Work closely with service owners, support teams, and business stakeholders to ensure process adoption and compliance.
* Analyse operational inefficiencies and propose measurable improvements.
* Drive service reporting: SLAs, KPIs, dashboards, service health metrics.
* Participate in tool enhancements (ServiceNow or equivalent).
* Support service catalogue definition and lifecycle management.
* Facilitate cross-team alignment and act as subject matter expert during service audits.
Required Skills & Experience
* 5+ years in ITSM or IT Operations roles.
* Strong knowledge of ITIL v3/v4 frameworks.
* Proven track record implementing or improving ITSM processes.
* Experience in large, complex environments (industry such as logistics is a plus).
* Strong communication skills and ability to work across multidisciplinary teams.
* ServiceNow or similar ITSM tool experience required.
* Proactive, structured, analytical, and able to challenge constructively.
2) ITSM Expert – CMDB Specialist
Key Responsibilities
* Own and maintain the Configuration Management Database (CMDB).
* Define CMDB governance, data quality rules, and configuration management policies.
* Ensure accuracy, completeness, and compliance of CMDB data across all CI classes.
* Integrate CMDB with discovery tools, monitoring platforms, and service mapping.
* Lead CMDB audits, reconciliation, and data quality improvement initiatives.
* Support ITSM processes dependent on CMDB (Incident, Change, Problem, Impact Analysis).
* Collaborate with architecture and operations teams to define CI relationships.
* Produce service and configuration reporting for leadership.
Required Skills & Experience
* 5+ years experience in ITSM with at least 3 years focused on CMDB.
* In‐depth understanding of CI structures, dependencies, service mapping, and discovery.
* Strong hands‐on experience with ServiceNow CMDB (or BMC Remedy CMDB).
* Familiar with monitoring integrations, auto‐discovery, and asset management.
* Exceptional attention to detail and data governance mindset.
* Strong stakeholder management abilitie