Job Description

Our client is seeking an Operations Engineer (Advanced). This role is pivotal in providing cutting-edge IT solutions to global operations while managing the core IT Service Management processes within the Group IT Hub South Africa.
? Advanced-level role
? 5+ Years ITSM & ServiceNow
? Hybrid flexibility Position Details:

• Contract Start Date: 01-04-2026
• Contract End Date: 31-12-2028
• Location: Menlyn/Home Office rotation
• Role Group: DevOps
• Experience Required: Minimum 5 years in IT Service Management

Product / Team Context: IT Service Management Process Owner for 'Manage Incidents', 'Manage Changes', 'Manage Problems', 'Manage Configuration', and 'Manage Request Fulfilment'.
Qualifications & Experience:

• Information Technology qualification (degree/diploma).
• ServiceNow certifications (ITSM Fundamentals, CSDM, CMDB).
• ITIL v4 Certification advantageous.
• Min 5 years working experience in IT Service Management.
• Fluent English-speaking, including business reading and writing.

Essential Skills:

• Proven experience in IT Service Management (ITSM) dealing with challenging projects and collaborating with
• stakeholders across products, regions and feature teams.
• Extensive experience with configuring, administering and supporting large enterprise IT Service Management
• (ITSM) platform and solutions like ServiceNow and BMC Remedy Helix
• Proficient experience and knowledge of Configuration Management Database (CMDB), configuration item data
• models and relations incorporated in the Common Service Data Model (CSDM).
• Extensive experience with ITIL version 4 principles and processes
• Any additional responsibilities assigned in the Agile Working Model (AWM)Team Charter

Advantageous Skills:

• Knowledge in designing, configuration and maintaining ITSM service models (ServiceNow CSDM)
• Detail familiarity of specific IT Infrastructure environments/technologies: IT Platforms - Operating systems
• (Windows, Linux), Data Centres, Networks, Databases, Web technologies, Cloud technologies (AWS, Azure), storage and middleware
• Ability to conceptualise complex information and perform detail analysis when required
• Capability to develop and improve a governance framework to measure and continually improve data quality and verification processes
• Capable of providing training as a subject matter expert (SME) and provide input on knowledge sharing sessions to key stakeholders
• Comprehensive understanding of enterprise architecture concepts and models
• Extensive experience with DevOps processes and tools.
• Extensive experience with Release Management, in complex and production critical environments.
• Experience in Agile methodology and tools.
• Knowledge and experience with project management principles and methodologies, related to software development.
• Ability to analyze existing processes and systems and identify areas for improvement and increased operational efficiency
• Ability to drive and deliver in accordance with deadlines and provide detailed reporting and progress of overall projects/initiatives.
• Strong Document management and reporting capabilities including creation of standard operations procedures in line with AWM
• IT Process Steering & Governance
• IT Operations Frameworks
• GROUP IT Experience
• German Speaking (not mandatory)
• Excellent communications skills at senior engagement levels
• Ability to relate and interact with a variety of stakeholders at different organisational levels
• Strong interpersonal skills, including intercultural understanding
• Able to work under pressure and be resilient in stressful situation
• Must be self-motivated and open to learn independently
• Proactive and be able to provide new ideas for improvement of processes and work methods
• Self-starter
• Learning mindset
• Flexibility to take up different tasks in the team and be a team player
• Willing and able to travel international when required

Key Responsibilities:

• Perform the role of Subject Matter Expert (SME) for the CMDB / Manage Service Configuration topics in the context of a feature team.
• Develop, establish and improve the Manage Service Configuration processes including coordination of relevant interfaces to other service management processes.
• Planning and coordinating activities related to the CMDB and Manage Service Configuration processes.
• Consulting on the GROUP IT Configuration Management process and tools
• Consulting on the integration of IT Infrastructure environments/technologies into CMDB
• Monitoring and steering of IT Configuration Management data quality within the GROUP Group in accordance with relevant KPI's
• Responsible for the execution of the process controls, ensuring that teams comply with process and data standards
• Interfacing with other experts on IT Service Management topics
• Interfacing with other experts on Enterprise Architecture topics
• Carrying out of necessary communication measures and training
• Reporting on requirements and suggestions for improvement to the relevant Process & Product Owners
• Submitting, updating and maintaining knowledge articles related to key topics included in scope of services supported
• Training of- & info sharing with new and existing team members/colleagues

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Skills Required