Hello Professional,
Senior Configuration Manager - ServiceNow/ ITIL
Location: Remote to Start
Duration: 6 + month contract, with extensions
Eventual transition to onsite in Durham NC
Required skills:
· Skills within the ITIL framework
· ITIL configuration mgmt. skills
· Service Now- Configuration skills
· Discovery in ServiceNow
· General ITIL knowledge and experience.
Job Profile Summary
Support the delivery of IT services by ensuring the Configuration Management Database (CMDB) is maintained keeping it current and accurate. Configuration Management processes fall under the ITIL Framework Model and report into the ITIL Service Operation organization.
Configuration Managers are responsible for managing the lifecycle of all Configuration Items, their associated attributes, as well as their relationship to all other Configuration Items in the CMDB.
Job Description
Configuration Manager is responsible for the overall Configuration Management System (CMS) and all its interfaces to discovery and other ITSM applications. Ensure ITIL Configuration Management processes are defined properly and consistently executed within the guidelines defined ensuring accurate and up to date Configuration Management Database.
• Provide best practice guidance for implementing and maintaining a scalable CMDB at the appropriate level of need to support the delivery and support of IT services
• Designs CMDB application architecture, including Discovery, and required access for IT organizational users
• Review Discovery output and recommend solutions to ensure accurate representation and a comprehensive inventory.
• Provides oversight for Configuration Management System (CMS) scope, CMS policy, and current CMS ongoing operation
• Continuously monitors CMS accuracy, currency, including review of unauthorized changes and subsequent remediation activities
• Ensures all authorized changes made via Change Management are reflected in the CMS
• Monitor CMS availability and performance trends for required action
• Tracks CMS capacity and service continuity planning
• Enables and supports all external CMS audits and follow-up remediation activity
• Performs required internal audits to verify physical inventory is consistent with CMS records and initiates corrective actions
• Review and contribute to existing governance policies and processes to ensure maintainability and integrity of the CMDB Designs CMDB functional views
• Designs CMDB service improvements
• Assesses Service Improvement Programs (SIPs) for implementation approach, timing, and expected results
Manage day to day functions to ensure the Configuration Management Database is kept up to date and accurate to support other ITIL processes and activities so that the delivery of IT Services is maintained within expected levels.
• Executes day-to-day Configuration Management activities in support of the Configuration Management Process Including:
o Provide Guidance and assistance to users on Configuration Management
o Review and update CMDB records to ensure accuracy
o Ensure Release and Change activities update the CMBD as required
o Ensuring Discovery CI records are correct and added to, or update the CMDB
o Identify Errors in the CMDB, identify the cause, and take actions to correct the errors
• Provide Periodic reporting on the health and accuracy of the CMBD and related activities
• Provide support to the other ITIL processes as required
Hiring Requirements
• Bachelor's degree in technical discipline, 5 years of IT experience
• In lieu of degree, 7 years IT experience
• Proven negotiation skills
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide appropriate courses of action
• Knowledge of business environment, service requirements and culture
• Configuration Management Process experience with Service Now including usage, configuration, and discovery
Hiring Preferences
• Must be able to work in fast paced environment.
• Adaptability to demanding circumstances that require timely and accurate responses
• Strong analytical, multitasking and prioritization skills
• Problem determination (experience in root cause analysis) and problem resolution skills
• Strong collaboration and partnering skills
• Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
• Process skills; ability to work with Service Provider to ensure effective operations and agreed upon service levels
• ITIL Foundations Certification
Regards
Pallavi Singh
CyberThink Inc.
Work #: 617-651-5281
Cell #: 844 643 9469
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