Job Description

Line of Service Internal Firm Services
Industry/Sector Not Applicable
Specialism IFS - Internal Firm Services - Other
Management Level Senior Associate
& Summary At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime.
In infrastructure engineering at PwC, you will focus on designing and implementing robust and scalable technology infrastructure solutions for clients. Your work will involve network architecture, server management, and cloud computing experience.
*Why PWC
At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more .
At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm's growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "
& Summary:
We are seeking a detail-oriented and highly organized Configuration Specialist with CSDM skillset to manage and optimize the configuration of our systems, networks, and applications. The ideal candidate will be responsible for maintaining the integrity of system configurations, overseeing change management processes, and ensuring compliance with standards and best practices.
Responsibilities:
Main Accountabilities ITSM Manager accountabilities:

• Manage the ITSM configuration team, ensuring effective allocation of resources, mentoring, and performance management.
• Oversee the configuration, maintenance, and enhancement of ITSM tools in alignment with ITIL best practices and organizational requirements.
• Collaborate with ITSM process owners and cross-functional teams to define and implement configuration changes that improve tool functionality and process efficiency.
• Maintain and govern the Configuration Management Database (CMDB), ensuring data integrity, accuracy, and compliance with audit requirements.
• Drive continuous improvement initiatives related to ITSM configuration, automation, and reporting capabilities. Develop and enforce ITSM configuration standards, policies, and procedures.
• Manage relationships with ITSM tool vendors and service providers, including escalation management and contract oversight. Provide regular reporting and metrics to senior management about configuration status, process adherence, and system performance. Ensure compliance with organizational security and data privacy policies related to ITSM systems. Facilitate training and knowledge transfer sessions to internal teams on ITSM tool functionalities and configuration best practices.

Mandatory skill sets:
ITSM Configuration and CSDM

• Direct and oversee the design, configuration, and governance of ITSM tools in support of ITIL-aligned processes, focusing on CMDB and service modeling based on CSDM principles.
• Develop and enforce company-wide standards and best practices for ITSM configuration and CSDM adoption. Implementation and continuous improvement of the CSDM framework within the CMDB, ensuring data consistency, accuracy, and proper service hierarchy mapping.
• Collaborate closely with ITSM process owners, enterprise architecture, service owners, and business stakeholders to drive the alignment of service models and configuration data with business needs.
• Manage the CMDB operational health, including audits, data quality initiatives, and remediation efforts aligned to CSDM standards.
• Drive automation, integration, and workflow enhancements to improve data capture and reduce manual effort in configuration management activities.
• Provide training, guidance, and awareness sessions on CSDM and ITSM tool configuration to relevant teams. Serve as the escalation point for complex configuration and CSDM-related issues and provide strategic recommendations for tooling enhancements.
• Monitor and report key metrics related to ITSM tool performance, CMDB health, service mapping accuracy, and CSDM adoption to leadership.
• Liaise with third-party vendors, tool providers, and consultants as needed to support ITSM and CSDM initiatives.

Preferred skill sets:

• Curiosity: A natural curiosity and eagerness to learn, explore new ideas, and see past the status quo. o Collaboration: A natural collaborator, suited to work in a collaborative culture with a diverse and talented team that values collaboration, constructive challenging and mutual respect. o Challenge: Demonstrates the capability to question and challenge ideas, decisions, and processes in a constructive manner, fostering a culture of continuous improvement and innovation while maintaining respect and professionalism in all interactions. o Value Driven: Demonstrates a strong commitment to ethical principles and organisational values, ensuring that all actions and decisions align with the company's mission and integrity standards. o Tactical o Influential o Customer-focused o Collaborative o Process oriented

ITIL Foundation and Practitioner Certifications Certification in specific ITSM tools (e.g., ServiceNow Certified System Administrator)
Years of experience required:
4+ yrs
Education qualification:
Any UG/PG
Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Bachelor Degree, Master Degree
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills ITSM
Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Amazon Web Services (AWS), Analytical Thinking, Architectural Engineering, Business Continuity, Cloud Architectures, Cloud Compliance, Cloud Infrastructure, Cloud Migration, Cloud Virtualization, Communication, Continuous Deployment, Continuous Integration/Continuous Delivery (CI/CD), Creativity, Data Infrastructure, DevOps Practices, Disaster Recovery, Embracing Change, Emotional Regulation, Empathy, Google Cloud Platform, Hardware Troubleshooting, Hybrid Cloud {+ 31 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements Not Specified
Available for Work Visa Sponsorship? No
Government Clearance Required? No
Job Posting End Date

Skills Required