Change Manager and Configuration Analyst

iOCO Talent; Cape Town; Hybrid; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player is seeking a strategic Change Manager Configuration Analyst to join their dynamic team in Cape Town. This pivotal role focuses on maintaining the integrity of the Configuration Management Database (CMDB) and overseeing the Change Management process to ensure high-quality changes are deployed in the production environment. The ideal candidate will have extensive experience with ITIL and ServiceNow, demonstrating strong analytical skills and stakeholder management abilities. This is a fantastic opportunity to contribute to a culture of continuous improvement in a hybrid working environment, where your expertise will drive significant impact on business operations.

Qualifications

• 5+ years in ITIL-based Change and Configuration Management roles.
• 3+ years of proven experience with ServiceNow in Change Management.

Responsibilities

• Manage ServiceNow CMDB and ensure accurate data.
• Oversee Change Management process with minimal disruption.

Skills

ITIL-based Change Management

ServiceNow

Analytical Skills

Stakeholder Management

Problem-Solving

Organizational Skills

Education

ITIL Practitioner: Service Configuration Management

ITIL Specialist: Plan, Implement, and Control

Information Technology / Computer Science

Tools

ServiceNow

Job description

Our Client is looking for a strategic and detail-oriented Change Manager Configuration Analyst to join their team on a permanent contract.

In this strategic role as a gatekeeper, the successful candidate will ensure that the CMDB is maintained to enable the Change Management function to ensure only high-quality changes are deployed into the production environment. The individual will play a crucial role in maintaining the CMDB’s integrity, ensuring the accuracy of configuration management data, and overseeing change requests all while fostering a culture of collaboration and continuous improvement.

The ideal candidate will be required to maintain regular dialogue with internal customers and stakeholders to proactively identify and address potential issues that could impact the business.

What you’ll do:

• Configuration management
  • Manage the ServiceNow Configuration Management Database (CMDB) to maintain accurate and reliable data.
  • Ensure proper relationships between configuration items (CIs) and their dependencies.
  • Conduct regular audits and data quality checks to ensure CMDB integrity.
  • Develop and enforce governance policies for configuration management.
• Change management
  • Oversee the end-to-end Change Management process, ensuring minimal disruption to IT services.
  • Evaluate and assess change requests to ensure compliance with business objectives, risk mitigation, and ITIL standards.
  • Conduct Change Advisory Board (CAB) meetings, engaging stakeholders to review and approve change requests.
  • Monitor and report on change implementation, identifying areas for improvement in the process.
• ServiceNow administration
  • Support the ServiceNow platform's functionality to align with organisational needs.
  • Collaborate with the ServiceNow development team to design, configure, and maintain workflows related to change and configuration processes.
  • Identify opportunities to leverage platform capabilities for process automation and optimisation.
• Stakeholder engagement
  • Act as a key liaison between IT, business units, and vendors for change and configuration management activities.
  • Provide training and support to stakeholders to ensure adherence to processes and standards.

Your expertise:

• 5+ years of experience in ITIL-based Change and Configuration Management roles.
• 3+ years of proven experience with ServiceNow, specifically in Change Management and CMDB modules.
• Strong knowledge of IT service management processes and frameworks.
• Experience in initiating and chairing Emergency Change (ECAB) approval meetings.
• Experience in a multinational organisation, managing cross-functional teams.

Qualifications required:

• ITIL Practitioner: Service Configuration Management
• ITIL Specialist: Plan, Implement, and Control
• Information Technology / Computer Science (degree or certifications).
• Optional:
  • ServiceNow Certified Implementation Specialist (CIS) – Change Management or CMDB.
  • Additional certifications in ServiceNow or ITIL.

Competencies attributes:

• Excellent organisational skills and attention to detail.
• Strong analytical and problem-solving abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Exceptional communication and stakeholder management skills.
• Commitment to continuous improvement and innovation.
• Proactive and adaptable mindset.
• High level of self-motivation and accountability.

Other information applicable to the opportunity:

• Permanent Position
• Location: Cape Town - Hybrid

Desired Skills:

• Adaptability
• Authenticity
• Partnership
• Ingenuity
• Mastery