Operations Engineer; Advanced

NOW HIRING:
Operations Engineer (ITSM / CMDB SME) 📍

Location:

South Africa (Hybrid - based in Menlyn)
🕓

Experience:

5+ Years
💼 Fixed-Term Contract (2 or 3 years - depending on client requirement)
Are you an experienced Operations Engineer with deep expertise in IT Service Management (ITSM) and CMDB processes? Do you thrive in complex enterprise environments and enjoy driving process quality, data accuracy and technical governance? If yes — this role is for you.

About the Role We are looking for a highly skilled Operations Engineer / CMDB Subject Matter Expert (SME) to join an enterprise‑level IT Service Management team. You will play a key role in managing, improving and consulting on Configuration Management processes, ensuring IT environments are accurately represented and governed within the CMDB.
This role requires someone who can confidently engage with technical teams, enterprise architects, process owners and ITSM stakeholders, while driving continuous improvements across configuration, data quality and service management practices.
Key Responsibilities As an Operations Engineer (ITSM / CMDB SME), you will:
Configuration Management (CMDB / Manage Service Configuration)

• Act as the Subject Matter Expert for CMDB and Manage Service Configuration topics.
• Develop, optimise and maintain Configuration Management processes and standards.
• Plan and coordinate CMDB activities, integrations and service configuration updates.
• Consult on IT Infrastructure integrations (Networks, Databases, Storage, Cloud, Middleware) into the CMDB.
• Monitor and steer CMDB data quality using defined KPIs and controls.
• Execute process controls to ensure compliance with process & data standards.

• Support and consult on Configuration Management tools (Service Now, BMC Remedy Helix).
• Interface with ITSM experts and Enterprise Architecture teams.
• Prepare and maintain knowledge articles and documentation.
• Report requirements, gaps and improvement opportunities to Process & Product Owners.
• Conduct communication, awareness and training activities across teams.

• Train and onboard team members on CMDB processes and tools.
• Share knowledge and best practices with internal teams and stakeholders.
• Support the feature team in ensuring the health, accuracy and governance of configuration data.

• 5+ years practical experience as an Operations Engineer or similar ITSM role.
• Strong experience with IT Service Management (ITSM) frameworks and processes.
• Hands-on expertise in:
  • Service Now (ITSM, CSDM, CMDB)
  • BMC Remedy Helix
• Experience with Windows & Linux server environments.
• Good understanding of Data Centres, Networks, Databases, Web technologies, Storage, Middleware.
• Exposure to cloud technologies (AWS, Azure).

• Solid working knowledge of ITIL v4.
• Experience implementing or supporting Configuration Management processes.

• Work in a large, complex enterprise environment.
• Be the technical authority for CMDB and ITSM configuration processes.
• Collaborate with experts across IT Infrastructure, Architecture and Service Management.
• Opportunity to influence and improve enterprise‑wide ITSM practices.