Service Management Specialist

About the role

We are looking for a detail‑oriented Service Management Specialist to manage CMDB data change requests and ensure the accuracy of our enterprise system of record. The role partners with data owners, SMEs, and leadership to uphold data standards, conduct quality analysis, and drive compliance across the organization.

Key responsibilities

• Process change and service requests for CMDB data changes within established SLA.
• Partner with data owners and application/infrastructure SMEs to maintain a complete and accurate source of record.
• Conduct data quality analysis, provide recommendations, and manage implementation of approved changes.
• Define and track exception criteria, produce reports and ad‑hoc data extracts for finance, compliance, and audit needs.
• Deliver formal and informal training sessions to business and technical end users.
• Monitor system reports and dashboards for health indicators, identify non‑compliance, and escalate issues to leadership.

Required profile

• 2‑4 years of experience in data administration, maintenance, or a related role.
• 2‑4 years of experience with ITSM tools, SLA reporting, and ITIL process framework.
• Strong knowledge of IT data quality practices and continual process improvement.
• Ability to work collaboratively in a matrixed organization and communicate findings effectively.

Required skills

• ServiceNow platform, including CMDB data structures.
• ITSM and ITIL processes.
• Data quality analysis and reporting.
• Workflow documentation and analysis.
• Database concepts and data structures.