ITSM Process Manager - CMDB Configuration and Knowledge Management

Are you passionate about driving ITSM excellence in a global environment? We're recruiting on behalf of a leading international company in the medical technology sector for an experienced ITSM Process Manager to take ownership of CMDB configuration and knowledge management processes.

This is a opportunity to join a forward-thinking IT organization that supports mission-critical systems across IT and OT environments. You'll play a key role in ensuring data integrity, process compliance, and knowledge accessibility across a global enterprise.

What You'll Be Doing:

• Own and manage the CMDB lifecycle using the CSDM model in ServiceNow
• Ensure accurate, real-time data on IT/OT assets, configurations, and relationships
• Lead the Knowledge Management process, ensuring content is current, accessible, and aligned with best practices
• Collaborate with global teams to align ITSM processes and drive continuous improvement
• Monitor KPIs, SLAs, and compliance metrics, and report insights through dashboards and analytics
• Participate in CAB meetings and support change, incident, and asset management processes
• Implement enhancements to improve efficiency, governance, and audit readiness

What You Bring:

• Strong knowledge of IT infrastructure and OT systems (e.g., SCADA, PLCs)
• Hands-on experience with ServiceNow CMDB, including discovery, reconciliation, and service mapping
• Proven track record in Asset & Configuration Management and Knowledge Management
• Familiarity with ITIL v4 practices and cross-functional ITSM processes
• Experience in regulated industries (e.g., pharma, medtech) and awareness of GxP compliance
• Certifications preferred:
  • ITIL v4
  • ServiceNow CSA
  • Certified Implementation Specialist - Service Mapping (CIS-SM)

Why This Role?

• Be part of a global IT transformation in a high-impact industry
• Work with cutting-edge tools and frameworks in a structured, process-driven environment
• Collaborate with international teams and contribute to a culture of continuous improvement