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

Important Application Details
Location & Relocation Applicants based outside of Gauteng must be willing to relocate.
Eligibility & Legal
Citizenship: South African citizens and residents are preferred.
Work Permits: Candidates with valid work permits will be considered.
Privacy: By applying, you consent to being added to our database and receiving updates until you unsubscribe.
Application Status If you do not receive a response within 2 weeks, please consider your application unsuccessful
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iSanqa is your trusted Level 2 BEE recruitment partner, dedicated to continuous improvement in delivering exceptional service. Specializing in seamless placements for permanent staff, temporary resources, and efficient contract management and billing facilitation, iSanqa Resourcing is powered by a team of professionals with an outstanding track record. With over 100 years of combined experience, we are committed to evolving our practices to ensure ongoing excellence.

Skills Required