Senior Specialist - ITSM Implementation

The Opportunity

Facilitate on usage of right CI and any dependencies / conflicts for interfacing applications, experience in implementing Service request Management, change management, configuration management and other ITIL process areas and experience with Software Asset Management (Enter and maintain software information which includes contracts, entitlements, usage, compliance, life cycle, reclamation, software models, product models, licensing metrics etc.)

Core42 is the UAE’s national-scale enabler for cloud and generative AI, combining G42 Group’s expertise across multiple technology disciplines into a single platform for public sector and large enterprise transformations. Building on our capabilities as sovereign cloud and HPC specialist, we bring generative AI, cybersecurity, professional and managed services expertise to enable national-scale program deployments across industries.

Your key responsiblities

• Facilitate on usage of right CI and any dependencies / conflicts for interfacing applications.
• Experience in implementing Service request Management, change management, configuration management and other ITIL process areas
• Experience with Software Asset Management (Enter and maintain software information which includes contracts, entitlements, usage, compliance, life cycle, reclamation, software models, product models, licensing metrics etc.)
• Experience in SNOW SAM is a plus.
• Experience in Supporting and Maintaining ServiceNow integration with third party APIs, tools using web services like SOAP, REST etc.
• Experience with ITOM (Discovery, Service Mapping)
• Experience with scripting languages (JavaScript, Angular JS, Powershell)
• Managing / Performing the day-to-day activities of the CM process, including establishing priorities and work assignments
• Tracking compliance to policies and procedure
• Identifying and reporting on noncompliance situations
• Fulfilling CM service requests as assigned
• Facilitate / perform CM audits
• Reviewing critical incident outage resolution results and responses and dispositions of failed changes due to issues related to the configuration management system (CMS)
• Facilitating communication and engaging business and IT management to encourage CM efforts and value propositions
• Engaging with strategic projects to ensure configuration management can deliver the required CMS functionality within project time frames
• Mentoring the organization on CM services, concepts, policies, and procedures
• Reviewing and approving all changes to the CMS infrastructure where applicable
• Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed
• Mentoring the organization of CM services, concepts, policies, and procedures
• Chairing the configuration control board (CCB) and enacting changes as directed
• Providing and approving all requirements, use cases, user stories, etc. to support new or improving CMS functionality
• Reviewing and approving all requests for the administrator log on credentials and access rights to the CMS infrastructure
• Reviewing and publishing configuration management reporting
• Identifying service improvement opportunities
• Act as a primary point of escalation for Configuration Management issues
• Work with the Configuration Management team and a virtual team to implement discovery in production environment (e.g. OSI layers 2-7)
• Provide expertise in design, maintenance, and delivery of training for Configuration Management as it pertains to discovery.
• Partner with Configuration Manager to build effective reporting for change, incident and problem management
• Work with infrastructure, development and DCO teams to improve processes within IT environment

Skills and attributes for success

• Bachelor's Degree or equivalent experience in a computer related field
• Minimum 5 years of working experience with technology operations
• Minimum 2 years of working experience with databases strongly desired
• Experience creating application or business service models
• Experience working with project managers, architects, and platform teams to implement applications
• Experience with IT Service management process (i.e. incident, problem, change, etc.) desired
• ServiceNow platform experience or other Service Manager or Asset Manager experience desired
• ITIL Foundations Certified desired 

Job-Specific Skills

• Understanding of software architecture and underlying infrastructure requirements including network, storage, operating systems, database, and middle ware
• Ability to manage multiple projects of medium to large size
• Ability to take development concepts and operationalize them in a supportable environment
• Proficiency in policy formulation and communication to others
• Ability to understand technical problems and their impacts to the business
• Strong analytical and troubleshooting skills
• Self-motivated to identify and correct operational issues without guidance from management.
• Familiarity with a variety of reporting and database tools
• Ability to lead technology related projects without guidance, ensuring operational excellence and proactive communication
• Ability to effectively work across virtual teams to accomplish the successful implementation of given projects

What we look for

If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Core42 community.

What working at Core42 offers

Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

Work-Life: A hybrid work policy to strike the perfect balance between office and home.

Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.