Operations Configuration Specialist at OpenSource Intelligent Solutions (Pty) Ltd

About the job
Operations Configuration Specialist (Advanced)

• Are you a master of IT Service Management with deep expertise in ServiceNow, CMDB, and ITIL v4? Do you thrive in a fast-paced, global environment where you can drive process improvements, governance frameworks, and enterprise architecture integration? If you're ready for an exciting challenge, this hybrid role based in Menlyn might be the perfect opportunity for you!

What We’re Looking For:

• ITSM Expertise – Proven experience managing complex IT Service Management (ITSM) environments and collaborating with global stakeholders.
• Enterprise ITSM Platforms – Extensive hands-on experience with ServiceNow and BMC Remedy Helix, including configuration and administration.
• CMDB Mastery – Deep knowledge of Configuration Management Database (CMDB), data models, and the Common Service Data Model (CSDM).
• ITIL v4 Best Practices – Strong understanding and practical application of ITIL principles in large-scale IT operations.
• Agile Work Environment – Ability to take on additional responsibilities within an Agile Working Model (AWM).

What Will Make You Stand Out:

• Service Model Design & Governance – Experience designing, configuring, and maintaining ServiceNow CSDM models and governance frameworks.
• IT Infrastructure Knowledge – Familiarity with Windows/Linux OS, networks, databases, cloud platforms (AWS, Azure), and middleware.
• Process Improvement & Analysis – Strong analytical skills to identify inefficiencies, optimize processes, and improve data quality.
• Training & Knowledge Sharing – Ability to train stakeholders and lead knowledge-sharing initiatives as a Subject Matter Expert (SME).
• DevOps & Release Management – Extensive experience managing DevOps processes, tools, and release cycles in critical production environments.
• Project Management & Agile Experience – Proven ability to manage IT projects, drive deliverables, and provide detailed reporting.

What You’ll Be Doing:

• Serve as the SME for CMDB & Service Configuration, guiding best practices and standards.
• Develop, establish, and improve Manage Service Configuration processes.
• Plan and coordinate CMDB activities and integrations with IT infrastructure.
• Ensure data quality monitoring and compliance with relevant KPIs.
• Consult on IT Configuration Management tools and processes, collaborating across teams.
• Engage with Enterprise Architecture teams to align ITSM processes with business goals.
• Provide training, documentation, and process improvements for the ITSM ecosystem.
• Report on improvements and contribute to knowledge-sharing initiatives.

What You’ll Need to Succeed:

• IT Qualification – Degree/Diploma in Information Technology.
• ServiceNow Certifications – ITSM Fundamentals, CSDM, and CMDB.
• ITIL v4 Certification – Highly advantageous.
• 5+ years of hands-on ITSM experience, managing enterprise-scale IT environments.
• Fluent English skills – written and spoken, with strong stakeholder communication.
• Ability to work in a global, collaborative, and fast-paced IT environment.
• Flexibility for international travel when required.