Senior Information Technology Manager

Job Description:

• 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.

Certificates and Licenses

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