Technical Support Consultant

Associate Consultant-Configuration Management - MFT KGS CH

This role is pivotal in designing, implementing, and sustaining end-to-end IT infrastructure visibility through the strategic management of configuration data, automated discovery, and service dependency mapping—primarily within the ServiceNow platform.

Acting as a bridge between business and technical stakeholders, the consultant ensures that KPMG’s most critical services are accurately modelled within the CMDB.

This enables enhanced incident response, change planning, and problem resolution, while supporting broader goals of operational excellence, compliance, and service resilience

• Execute day-to-day Configuration Management activities in line with established policies and procedures.

• Fulfil Configuration Management service requests and support strategic projects to ensure timely delivery of CMDB functionality.

• Conduct audits, identify non-compliance, and recommend service improvement opportunities.

• Maintain data integrity by working with data owners to ensure regular attestation and lifecycle accuracy of Configuration Items (CIs).

• Advise stakeholders on governance processes and ensure alignment with Change Management and Service Providers.

• Mentor Configuration Management Specialists and educate the broader organization on CMDB concepts, policies, and best practices.

• Provide training and awareness sessions on Service Mapping and its impact on CMDB health.

• Design, develop, and test reports to support operational transparency.

• Collect and analyse metrics to monitor CMDB performance and service mapping effectiveness.

• Plan, deploy, and manage ServiceNow Discovery and Service Mapping for both on-prem and cloud environments.

• Configure and maintain MID Servers, credentials, schedules, and patterns.

• Ensure service maps are accurate, complete, and aligned with other CMDB population methods.

• Troubleshoot and resolve mapping issues, and maintain documentation and dashboards to track health and scope.

• Support and maintain the Alfabet–ServiceNow integration via AIS, ensuring seamless bi-directional data exchange between enterprise architecture and ITSM platforms.

• Support planning and execution of both project-based and operational initiatives.

• Own assigned deliverables and ensure timely, high-quality outcomes.

ServiceNow Certified System Administrator (CSA), CIS–Discovery, CIS–Service Mapping, ITIL v4 Foundation, SIAM/CSDM Framework

Experience Level

Mid Level