Service Configuration Management Analyst

About the role

Datacom is looking for an experienced Service Configuration Analyst to deliver Configuration Management Services to its customers. The role sits within the Service Operation Leadership team for Configuration Management and suits someone who wants career growth in a growing organisation. You will work with Service Configuration Managers, Service Delivery Managers and technical teams, and provide quality customer service while managing the accuracy of the CMDB.

Key responsibilities

• Provide Configuration Management support for Service Configuration Managers and act as subject matter support for customers.
• Manage the relationship with customers by helping govern the accuracy of the CMDB.
• Ensure Configuration Management plans, processes and procedures are followed, documented and communicated to customer stakeholders.
• Govern and validate updates to Configuration Items in the CMDB, including updating and creating desktop assets and acting on requests to update them.
• Escalate and highlight CMDB exceptions and contribute to accurate reporting.
• Interpret data from Data Inventory technologies and analyse it with service management and customer teams.
• Define, execute and maintain Service Configuration Management standards, processes, procedures, plans and controls.
• Support the transition of new customers to the Configuration Management service and contribute to service improvements.

Required profile

• 2+ years of experience in a similar role.
• Enjoys working with customers and works well with the Change and Incident Management teams and technical teams.
• Proactive, keen to learn, able to work independently and enthusiastic about being part of a larger team.

Required skills

• Experience with ITSM tools, particularly Jira and ServiceNow.
• Ability to interpret data inventory outputs and produce accurate analysis and reporting.

What we offer

• Hybrid work setup twice a week from the BGC Taguig office.
• No graveyard shifts, with a focus on work-life balance.
• Spotter fees, HMO with free coverage for 4 dependents, leave credits and performance bonuses.
• Social events and professional development courses.