IT SERVICE MANAGEMENT ANALYST - SERVICENOW, MADRID

About NTT DATA Business Solutions:About NTT DATA Business Solutions: NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs.As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.Our global award-winning SAP practice, differentiated by innovation, is the undisputed leader in SAP S/4HANA, with about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.Our clients trust our deep experience and proven approaches - all around the world!Job Summary:As a IT Service Management Analyst (Configuration Analyst) you would be accountable and responsible for executing the day to day activities around management and maintenance of data in the CMDB. Also support other IT service management process in their consumption of the CMDB data. You preferably hold ServiceNow, ITIL and/or ITSM certifications.This is an excellent opportunity to join an innovative, fast-growing company and be involved in what may be the most interesting, challenging and complex ServiceNow implementations to take place.Duties/Responsibilities:Fulfilling the day to day activities of the Configuration Management process, including establishing priorities and work assignments.Tracking compliance to policies and procedures and resolving / escalating any compliance issues.Facilitating Configuration Management audits.Facilitating communication and engaging business and IT management to encourage configuration management efforts and value proposition.Engaging with strategic projects to ensure Configuration Management can deliver required CMS functionality within project timeframes.Reviewing and approving all changes to the CMS infrastructure where applicable.Regularly review discovery output to ensure data accuracy and completeness in the CMDB.Mentoring the organisation on Configuration Management services, concepts, policies and procedures.Configure and generate reports for different stakeholders, providing key insights into the status and health of the CMDB.Apply knowledge of ServiceNow's Common Service Data Model (CSDM) to optimise the organisation and management of data in the CMDB.Required Skills/Abilities:Bilingual language fluent Spanish/English.Excellent written and verbal communication, including technical writing skills.Methodical approach with high attention to detail.Strong analytical ability, and capable of investigating and troubleshooting issues independently.Experience3 years experience as a Configuration Analyst within the IT Service Management space, with strong knowledge of the ServiceNow platform.ITIL certified, or equivalent experience.Experience and strong knowledge of IT Service Management practices including Configuration, Change, Incident, and Problem.Experience with ServiceNow Discovery and Service Maps, (Desired).Travel required: (If applicable)Whilst this is a remote role, this is a client facing role requiring direct interaction with client representatives (sponsors, stakeholders, managers and executives and process owners) as well internal delivery teams and will require some travel to Client site in Madrid.Working hours will match client business hours, with consideration for flexible working once relationships and project process have been embedded.