IM Configuration Management Specialist

Job Description

We are seeking a experienced Configuration Manager, A Configuration Management (CM) Specialist is responsible for overseeing and maintaining the integrity and consistency of a product's performance, functionality, and physical attributes throughout its lifecycle. This role involves managing configuration items, ensuring proper documentation, and implementing changes in a controlled manner. Maintain and improve processes, working methods, and tools including configuration management of computer systems, networks, and workstations, development activities of software and performance tools, and distribution of software and applications. Track and control documents on configuration changes including concepts of operation, requirements, preliminary and detailed system definition, system design, performance monitoring tools, and production software. Keep the Configuration Management Database (CMDB) updated and perform audits on the actual CMDB and aligning to ServiceNow CSDM modelling.

Requirements

• University Bachelor’s Degree
• ITIL Foundation
• ServiceNow certification
• 6+ years experienced as a hands on configuration manager preferably within an IT Service Management function
• Extensive hands-on experience managing and maturing a CMDB within the ServiceNow platform including in-depth knowledge of ITOM Discovery and Event management, service mapping and embedding into the core ITSM processes (Incident, Problem, Change and Request management)
• Experience co-ordinating and managing data policies and ownership, integrating data from other master data sources and IRE
• Previous experience introducing ServiceNow CSDM (beyond walk stage) and improving overall maturity
• Strong knowledge of ITIL V4.0
• Good base level networking and infrastructure knowledge

Responsibilities

• Configuration Identification: Establish and maintain a comprehensive list of configuration items (CIs) and their attributes
• Configuration Control: Implement and manage processes for controlling changes to CIs, ensuring that all changes are documented and approved
• Configuration Status Accounting: Maintain accurate records of the status, history, and versioning of CIs
• Configuration Audits: Conduct regular audits to verify that CIs conform to their documented requirements and standards
• Documentation Management: Ensure that all configuration-related documentation is up-to-date, accessible, and properly maintained
• Change Management: Facilitate and oversee the change management process, ensuring that changes are evaluated, approved, and implemented effectively
• Risk Management: Identify and mitigate risks associated with configuration changes and management processes
• Stakeholder Communication: Communicate effectively with stakeholders to ensure they are informed about configuration management activities and changes
• Training and Support: Provide training and support to team members on configuration management processes and tools
• Continuous Improvement: Continuously evaluate and improve configuration management practices to enhance efficiency and effectiveness
• Responsible for defining and delivering the strategic management and day to day operations of our CMDB within the ServiceNow platform including setting OKR
• Develop, implement and maintain policies and procedures for CMDB data governance, ensuring data accuracy, completeness and compliance
• Promote CMDB utilization and value across key ITIL processes and stakeholders
• Collaborate with IT and Business stakeholders to implement effective processes for onboarding/change/offboarding of configuration items and services
• Manages and mentor stakeholders and teams on the ways of work and requirements
• Provide regular reporting to all key stakeholders covering governance, CMDB maturity, Data quality and CMDB roadmap activities
• Plan the integration strategy for the CMDB with other master data sources
• Implement and manage all aspects of configuration management best practices to support our business and its future growth opportunities
• Implement and educate the business around ServiceNow Common Service Data Model (CSDM) to optimize the benefits
• Mentor the organization on Configuration Management services, concepts, policies and procedures
• Improve and develop process, working methods, and tools
• Implement approved changes to CMDB structure including attributes and relationships
• Plan a schedule of independent audits and perform audits on the CMDB comparing its content with the actual IT infrastructure
• Secure the overall quality assurance process to include properly formatted metadata, common look and feel pages, and navigation buttons
• Provide executive support to the configuration management board. Schedule meetings, develop agendas, help project managers who are on the agenda, and support the chair with running meetings
• Handle the configuration of software executables (e.g. development, test, staging, and production)
• Build and maintain positive relationships with customers to enable the achievement of requirements and guarantee CMDB integrity
• Continuously improve own skills and knowledge. Complete, implement, and track personal development plan to attain personal performance goals