Itsm Operations Support Itsm Operations Support
- Zensar
- 3 - 6 years
- Pune
- 30 days ago
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Job Description
The Global Network Refresh (GNR) is a strategic Business and Technology initiative aimed at replacing end-of-life and end-of-support equipment across EBRD s Regional Offices (ROs). The project is designed to enhance operational stability, mitigate cyber security risks, and modernize network and hosted services.
Key Objectives:
- Strengthen cyber security across Regional Offices.
- Enhance user experience by upgrading network and IT security infrastructure.
- Reduce IT downtime and the risk of service disruptions.
- Enable improved cloud service accessibility and performance.
- Expand Wi-Fi coverage and optimize performance.
- Consolidate hardware to drive efficiency and manageability.
The implementation phase will run for six months, transitioning ROs to the new service on a structured schedule. There is no expectation of dual-running network services within individual ROs during the transition.
Given the scale and complexity of this transformation, there will be a notable increase in ITSM activities, particularly across Configuration, Change, and Release Management. This role has been established to ensure adequate ITSM resource capacity for both BAU and project-related workloads, with a focus on seamless deployment execution and adherence to ITSM processes and tooling.
The key experience required for this role is around CMDB in ServiceNow, aligned to CSDM.
Role Descriptions [MJ5]
As part of the GNR project, this role is responsible for ensuring ITSM processes - particularly Configuration, Change, and Release Management - are effectively followed and maintained during the implementation of the new network infrastructure across Regional Offices (ROs).
The analyst will work closely with the existing EBRD s Change, Release, and SACM teams, ensuring the CMDB remains accurate, and supporting change control processes for network and hosted service transitions.
- Configuration Management responsibilities will include:
- Maintain and update ServiceNow Configuration Management Database (CMDB) records related to GNR assets, ensuring accuracy and alignment with existing ITSM policies.
- Track asset lifecycle changes and ensure all deployed hardware/software components are correctly documented.
- Support data quality initiatives, validating asset records against discovery tools and project deployments.
- Work with ServiceNow CMDB to reconcile discrepancies and drive continuous improvements.
- Collaborate with the project, network and IT teams to ensure all new infrastructure components are properly classified and linked within the CMDB.
- Ensure alignment with EBRD s IT governance standards.
- Change and Release Management responsibilities will include:
- Ensure network-related changes are assessed, categorized, and documented correctly.
- Assist in managing Change Requests (CRs) related to network deployments, ensuring minimal disruption to business operations.
- Support risk assessment activities related to infrastructure transitions, ensuring impact analysis is conducted for all planned changes.
- Work with stakeholders to ensure smooth release deployments and adherence to release governance processes.
Additional ITSM
- Collaborate with Major Incident Management (MIM) to provide CMDB and change-related insights during critical incidents.
- Support Problem Management by ensuring accurate asset and change history records are available for root cause analysis.
- Assist with Knowledge Management, documenting lessons learned, process improvements, and standard procedures related to GNR.
Reporting Governance:
- Ad-hoc and regular reports on ITSM process execution, highlighting key trends, risks, and operational performance.
- Contribute to lessons learned sessions and recommend improvements based on observed patterns in change, release, and asset management.
- Ensure strict adherence to ITSM policies and SIAM processes, ensuring all changes align with regulatory and operational standards.
Skills Experience Required:
- Substantial evidenced and demonstrable hands-on experience with Configuration Management, preferably with ServiceNow CMDB, aligned to CSDM.
- Hand-on experience in managing large volumes of CMDB data (components, services) in ServiceNow, aligned to CSDM.
- Solid understanding of Change and Release Management processes, including risk assessment, CAB participation, and deployment coordination.
- Strong familiarity with network infrastructure components
- Ability to produce structured reports and dashboards, based on ServiceNow data, for senior ITSM leadership.
- Excellent communication and collaboration skills, with experience working across remote/offshore teams.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: ZensarLocation(s): Pune+ View Contact
Keyskills: cyber security Configuration management Risk assessment Problem management Incident management network services Data quality Asset management Release management Business operations
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