Associate Process Analyst

About Us (Ensono)

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago. We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.

Job Role:

The Senior ITSM CMDB responsible for maintaining CMDB and should actively involve in day-to-day update of the Configuration Items in CMDB. Also, will be part of the Global Operational Readiness team and actively engage and involve in the onboarding of new services and collaborating with stakeholders.

Job Responsibilities:

• Responsible for addition, update, and maintenance of the Configuration Item (CI) types, CI attributes, and CI relationships in the CMDB  
• Defines and documents the processes and procedures for creating and maintaining CIs and CI data
• Responsible for the execution and continuous improvement of the IT Configuration Mgt. framework including governance and control, standards, processes, procedures, policies, and communications.
• Works with CI Data Owners and other stakeholders to ensure the quality of the CMDB data is maintained and all CIs are up to date.
• Manages the continuous improvement of the automation and maintenance of non-discoverable CI attributes.
• Defines, implements, and improves CI data governance processes as needed. 
• Ensures the CI data is managed using the approved processes.
• Experience with the ServiceNow CMDB and how it supports other ITSM processes (e.g.:  Incident, Problem, Change, and Asset Mgt.)
• Experience defining and documenting governance processes and procedures and ensuring that the processes are followed
• Manages the design, development, and implementation of process and / or CMDB enhancements.
• Power BI experience and reporting
• Team handling

Experience level:

• 6+ years of professional work experience as a ITIL Process, CMDB Configuration, ITOM, Snowticket.
• Bachelor’s degree required and/or equivalent work experience.
• Mainframe Certifications / Badges is an added advantage

Technical key skills (Mandatory skills):

• Experience in ITIL Process, ITOM
• Experience in CMDB Configuration
• Technical support experience for ticketing tool on ServiceNow

Good to have skills:

• Able to influence and convince their peers to support and comply with the Configuration Management process.
• Tool exposure other than SNOW. Willingness to learn new skills.
• A team player, able to work well with others.
• Ability to work in a complex, fast paced, multi-client environment.
• Self-starter who takes the initiative to accomplish goals and objectives 
• Excellent verbal and written communication skills 
• ITIL v3 Foundation Level Certification or later

Shift Timings:

• 1:30 PM to 10:30 PM IST