Information Technology Service Management Manager

Service Mapping Manager

Location: 100% Remote

Duration: 6+ Months contract with possible extension

Note:

• Work Schedule: 35 hours/week • Location: Is the role 100% remote, onsite, or hybrid? (If hybrid, please clarify schedule) 100% remote – workers from non-Harvard payrolled states are ok as long as they can work east coast hours • Duration: 6 months - Is there potential for extension? Yes, I would say a request for extension after 6 months is possible, though based on the nature of the work I don’t see it extending for a long period of time • Top 3 technical or soft skills you’d like to see that will lead you to request an interview The number one factor we are looking for in a candidate that would lead to hire is someone with technical acumen AND people skills. Experience with ServiceNow and familiarity with IT service management highly desirable.

Certificates and Licenses

• ITIL v3 or v4 Foundations certification desired; ITIL intermediate (or higher) certifications strongly preferred.

Summary

The Service Mapping Manager will be responsible for researching, designing, implementing, configuring, and validating Configuration Management Database (CMDB) solutions to enable IT Service Management and Service Delivery. In collaboration with IT leadership and product owners, the role will establish an HMS IT Service Portfolio, in alignment with ServiceNow’s Common Service Data Model (CSDM) framework, and use business analysis and technical service mapping to connect service elements of the CMDB with technical Configuration Items (CI’s) in HMS IT’s existing multi-source CMDB.

Typical Core Duties

• Work at an expert level within the IT Service Management team to design service requirements, conduct gap analysis, and identify, develop, and tailor the CMDB and CSDM framework to align with HMS IT service portfolio needs and requirements.
• Collaborate with stakeholders to translate service management needs into conceptual and technical solutions. Create and execute a roadmap to evolve the existing technical CMDB into a service-aware CMDB.
• Responsible for business transition management to ensure that IT staff understand and are able to effectively utilize the service-aware CMDB for root cause analysis and effective IT Change Management.
• Contribute to the establishment of key CMDB performance indicators and service quality measures. Utilize the CMDB dashboard to monitor its health and provide findings to IT Service Management.
• Contribute to IT Service Management budget planning activities.
• Advise HMS IT on the establishment and enforcement of configuration management policies, standards, and procedures for controlling the lifecycle of configuration items. Develop and implement CMDB governance processes to comply with organizational policies, regulatory requirements, and industry best practices.
• Oversee the accurate and up-to-date population of the CMDB. Conduct audits and assessments to validate the accuracy and completeness of CMDB data. Eliminate stale, orphaned, and duplicate CIs through functional and technical processes.
• Work closely with IT product owners to establish and maintain accurate relationships between CI’s and correctly represent dependencies and interrelationships within the IT environment.
• Abide by and follow the Harvard University IT technical standards, policies and Code of Conduct.

Basic Qualifications

• Minimum of five years’ post-secondary education or relevant work experience.
• Additional Qualifications
• Deep familiarity with the ServiceNow Common Service Data Model (CSDM) and design patterns.
• Understanding of ITSM Incident, Problem, and Change processes.
• Ideally, ITIL service design experience.