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IT Infrastructure Manager ITSM, ITOM & CMDB - ServiceNow - TITAN COMPANY
Software Engineer
Lead enterprise-wide IT Service Management, Operations Management, and CMDB governance on the ServiceNow platform, ensuring reliable, audit‑ready services through strong governance, automation‑first operations, and structured change management.
About the role
Key Responsibilities
- Own end‑to‑end ITSM processes including Incident, Change, Service Request, and Service Catalog on the ServiceNow iMitra platform.
- Act as Enterprise Change Manager, establishing and enforcing structured governance for all IT changes.
- Plan, schedule, and facilitate Change Advisory Board (CAB) meetings, ensuring risk‑based decision making and compliance.
- Drive automation initiatives to improve operational efficiency and reduce manual effort across IT operations.
- Maintain CMDB data integrity, enforce relationship mapping, and provide visibility into configuration items.
- Collaborate with cross‑functional teams to align IT services with business objectives and audit requirements.
Requirements
- Proven experience implementing and managing ITSM/ITOM processes in ServiceNow.
- Strong knowledge of ITIL best practices and change management frameworks.
- Hands‑on expertise with CMDB governance, data modeling, and automation scripting.
- Excellent communication and stakeholder management skills, with the ability to lead CAB sessions.
- Bachelor’s degree in Computer Science, Information Systems, or related field; relevant certifications (e.g., ServiceNow System Administrator, ITIL) preferred.