IT Configuration Manager

Job Description Summary

The IT configuration manager is a process manager who has the ability and authority to ensure daily end-to-end delivery of CM services in accordance with the configuration management plan.

Key Competencies:

Job Description

• Experience Required: Minimum 3+ years Administering ServiceNow CMDB, ITSM, ITOM, and ITAM;

• Experience Required: 3+ years in ServiceNow Development and ITAM processes

• Education Required: Bachelors Degree Information Technology or related field

• Extensive Infrastructure technology and data center technology experience, including discovery and monitoring tools that will enable the candidate to support stakeholders and team members with troubleshooting incidents, data anomalies and configuration issues to ensure the CMDB remains in sync and 100% accurate

• Strong technical foundation and knowledge of the ServiceNow Platform with a focus on ITOM, ITAM, and ITSM.

• Strong communication skills with the ability to effectively communicate with enterprise senior leaders throughout the Enterprise Technology Organization

• Strong relationship skills, including ability to collaborate with business and IT partners

• Previous experience with ServiceNow Performance Analytics/Reporting tools, with but not limited to, CMDB, ITAM, ITOM.

• Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT)

• ITILV4 Foundations Certification (Preferred)

• Knowledge of ServiceNow’s Common Service Data Model (CSDM)

• Excellent understanding of business goals, ambitions, and strategies and is able to translate to CMDB evolution

• Experience with Asset & Configuration Management life-cycle governance and process design

• Solid technical understanding of Event, Change, and Problem Management

• Technical knowledge of CI relationships, up/down stream mappings and ServiceNow Service Mapping.

• ServiceNow CSA, Discovery, Event Management, Hardware Asset Management, IT Service Management, and/or equivalent technical certification is preferred.

• Experience in CMDB Service Mapping and Taxonomy

Job Responsibilities:

• Partner with ITSM Team to set overall CMDB standards and Implements best practices for technology architecture and management. Reviewing and continually improving established CM processes
• Manage the day-to-day activities of the process, including establishing priorities and work assignments
• In this role, you will be accountable to develop and execute the Enterprise IT Asset and Configuration Management strategy and roadmap for technology services
• Demonstrate a passion for the ITOM & ITAM Services and understand the importance of managing and maintaining the source of record for the overall environment
• Responsible for engaging with Service Asset and Configuration Management stakeholders/customers to understand their requirements and provide the appropriate level of service
• Continually evaluate, audit and make changes as necessary to improve service performance, customer experience and compliance with standards
• Monitor CMDB health dashboard and drives resolution of health issues with CI Owners
• Foster a culture of continuous improvement, innovation and automation
• Use common service data model concepts to maintain the data integrity between CMDB and asset as required
• Develop integrations and process automation with other systems using ServiceNow Integration HUB and Orchestration
• Manage the requirements for planning, organizing, and implementing enterprise-wide technology infrastructure and configuration management functions
• Lead the planning, development, implementation and evaluation of major configuration changes from acquisition to termination
• Oversee the effective implementation and use of the configuration management process, methodology, tools, procedures, and audit activities
• Develop and publish metrics to qualify and quantify configuration success; ensures that configuration practices are in compliance with standards
• Ensure the accuracy and validity of the configuration database for content on assets, major infrastructure and platform components, system documentation and service components
• Facilitate communication and engaging business and IT management to encourage CM efforts and value propositions
• Provide and approve all requirements, use cases, user stories, and test cases to support new or improving CMS functionality
• Fulfill CM service requests and managing ServiceNow ITOM licenses to ensure compliance
• Provide mentorship and guidance to other Team Members