Technical Specialist

Job Title

Location

Department

Job Level

Technology Focus

Job Overview:

Technical Specialist

E2.3 Technical Specialist

Key Responsibilities:

• Process Engineering

  : Define, design, and implement IT processes based on industry best practices (ITIL, ISO/IEC 20000), focusing on

  Configuration Management

  ,

  Change Management

  , and

  Release Management

  .

• Configuration Management

  : Develop and maintain configuration management databases (CMDB) to ensure the accurate and timely tracking of IT assets and configuration items.

• Automation

  : Implement automation to streamline configuration management tasks, including software deployment, patch management, and asset lifecycle management.

• Collaboration

  : Work closely with IT teams, service delivery teams, and clients to ensure process alignment and improve efficiency across the organization.

• Process Improvement

  : Continuously assess and improve the effectiveness of existing processes, identifying opportunities to enhance service quality and reduce operational costs.

• Incident & Change Control

  : Ensure that the configuration management processes are integrated with incident, problem, and change management, providing visibility into configuration changes and their impact on the overall IT service.

• Documentation & Reporting

  : Create and maintain detailed process documentation, operational guidelines, and reports for the management of configuration management activities and progress.

• Training & Knowledge Sharing

  : Provide training to team members and clients on best practices in IT process engineering and configuration management.

• Governance & Compliance

  : Ensure that configuration management processes are compliant with regulatory and contractual requirements, and follow governance standards.

Skills & Qualifications:

• Experience

  : 5-8 years of experience in

  IT Process Engineering

  and

  Configuration Management

  .

• Technical Expertise

  :
• Strong knowledge of

  ITIL

  processes, especially in Configuration Management, Change Management, and Release Management.
• Hands-on experience with configuration management tools (e.g.,

  ServiceNow

  ,

  BMC Remedy

  ,

  Cherwell

  , or similar).
• Experience in managing and maintaining a

  Configuration Management Database (CMDB)

  .
• Knowledge of

  automation

  tools and scripting languages for process automation (e.g.,

  Python

  ,

  PowerShell

  ,

  Ansible

  ).
• Ability to handle complex IT environments and large-scale enterprise systems.
• Understanding of IT governance and compliance frameworks.

• Soft Skills

  :
• Strong problem-solving and analytical skills.
• Ability to lead and manage process improvement initiatives.
• Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels.
• Proven ability to work collaboratively with cross-functional teams and clients.
• Self-motivated, proactive, and able to handle multiple tasks simultaneously.

Preferred Qualifications:

• ITIL Certification

  (Foundation, Practitioner, Intermediate, or Expert level).

• Certification in Configuration Management

  or

  IT Service Management (ITSM)

  frameworks.
• Experience with

  CMDB tools

  like

  ServiceNow

  ,

  BMC Helix

  ,

  Remedy

  , or similar.
• Knowledge of

  automation frameworks

  such as

  Ansible

  ,

  Chef

  , or

  Puppet

  for configuration management automation.
• Familiarity with

  cloud infrastructure

  (AWS, Azure, GCP) and how configuration management integrates into cloud environments.

• Project management

  skills or certification (e.g., PMP, Agile) would be a plus.