Configuration Management Lead

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai .

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Responsibilities

DIGIT is seeking a Configuration Management (CfM) Lead to transform and optimize the configuration management database (CMDB) and the organization’s CfM practices and processes. This position will be the CfM practice lead and the touch point ensuring CfM is embedded into the organizations normal activities and culture. This role will improve the current process to ensure the practice activities are integrated and automated across the organization’s IT Service Management (ITSM) Practices, technologies, and the current ITSM system, ServiceNow.

The DIGIT CMDB is relied upon to account for all IT assets identified as configuration items (CIs) and will provide accurate information on IT Service Area components and configurations. This provides the sound basis for incident, problem, change, and release management; verifying configuration records against the infrastructure; and correcting any exceptions.

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the GSA Office of Digital Infrastructure Technologies (IDT) DIGIT task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence and machine learning.

Responsibilities

This position shall perform the following (to include but not limited to) activities:

• Maintain overall responsibility for the success of the DIGIT CfM Practice and CMDB.
• Develop and administer the CfM Plan for software and hardware CI’s.
• Establish governance over the CfM practice ensuring that the practice and the CMDB meet business requirements and are service aware.
• Provide oversight and management of the Identification and Reconciliation Engine (IRE), base CI table, CI Classes, CMDB Workspace, CMDB Health Dashboard, and CMDB health inclusion rules.
• Coordinate CfM practice business requirements with stakeholders and implementation requirements with ServiceNow developers.
• Provide Discovery and Service Mapping oversight to enable effective CfM.
• Support efficient and effective service management processes by providing accurate and timely configuration information that aids decision making (e.g., to authorize change and release, and resolve incidents and problems faster).
• Establish or improve procedures for auditing and verifying the accuracy of CIs, adhering to processes, and identifying process deficiencies.
• Establish appropriate authorization controls for modifying CIs and verifying compliance.
• May have project-level responsibility for providing practice guidance, process guidance, and problem-solving in CfM-related areas.
• Provides leadership on major tasks or technology assignments.
• Lead and mentor a team of configuration analysts executing daily CfM/CMDB activities.
• Coordinate with stakeholders to establish new, or improve existing CfM processes, policies, and procedures.
• Interactions involve client/stakeholder negotiations and interfacing with senior management.
• Develop and maintain required practice documentation and deliverables.
• Coordinate with the DIGIT Asset Practice Manager ensuring alignment between Asset and CfM practices.
• Coordinate and provide training to CI Owners to ensure policies and procedures are being followed.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
• Perform other related duties as assigned.
  
  

Qualifications

CONTRACT REQUIRED QUALIFICATIONS

The following are REQUIRED for this position:

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• ITIL v3 Certified
• ITIL v3 Service Transition Certified
• Proven experience implementing and managing the CfM Practice.
• Expert level knowledge of the CfM Practice and how to operationalize CfM.
• Expert level knowledge of Service CI’s and
• Expert level knowledge of the CMDB and Discovery.
• Has domain and expert technical knowledge.
• Must be a problem solver and understands organizational change.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
  
  

Contract Desired Qualifications

The following are DESIRED for this position:

• PMP desired
• ServiceNow CMDB and CMDB Visibility
• ServiceNow Certified System Administrator (CSA).
• Proficiency in the Google Suite (Gmail, Calendar, Chat Google Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.
  
  

Education And Experience

The following are the education and experience required for this position:

• Bachelor’s degree or equivalent related experience.
• 8-12 years direct experience in CfM, managing the CfM practice and CMDB.
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.
• Experience leading and mentoring teams.
  
  

Physical Requirements

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:

• As a remote position, personnel are expected to maintain their home workspace in a safe manner, free from safety hazards and are expected to appear on camera for meetings with co-workers and government partners via video chat.
• Personnel are expected to maintain standard working hours per the DIGIT contract and to be available for meetings and other collaborative efforts during working hours.
• Personnel are expected to ensure the protection of proprietary company and customer information accessible from their home office consistent with the company’s expectations of information security.
• Communicate verbally and respond to verbal communications in person, over the phone or by video chat. Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
• Sitting for long periods and viewing computer screens for long periods of time.
• Travel is not required.
  
  

About Empower AI

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations . Empower AI is a VEVRAA Federal Contra ctor.