The role exists to improve the maturity of asset management and CMDB while ensuring ITSM processes comply with internal governance and external regulatory frameworks such as ISO27001, DORA, NIS2, and Cyber Resilience Act.
Responsibilities
* Define and implement asset management and CMDB architecture
* Align CMDB structure and documentation with internal standards
* Define roles, responsibilities, and processes for configuration management
* Ensure compliance of ITSM processes (Incident, Request, Problem, Change, Event, Service Level Management)
* Establish KPIs and dashboards to monitor CMDB and ITSM performance
* Conduct monthly performance reviews and continuous improvement actions
* Lead asset import and mapping to IT components
* Ensure traceability between business applications and infrastructure
* Develop and deliver training sessions and SOPs
* Define automation needs and roadmap for CMDB improvements
Technical skills
Must have
* Master’s degree or equivalent experience
* Minimum 5 years in IT support or IT service management
* Experience with ITSM platforms (ServiceNow, OmniTracker, TOPdesk, Jira SM)
* Strong knowledge of ITIL V4 or similar frameworks
* Experience in process modeling (BPMN, UML)
* Ability to define KPIs and reporting dashboards
* Strong analytical and problem-solving skills
* Fluent in Dutch/English or French/English with understanding of the other language
Should have
* Experience in project coordination
* Experience working with complex workflows and processes
* Ability to drive change and challenge existing processes
Nice to have
* Experience with certification audits
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