Service Configuration Manager – Remote

The Service Configuration Manager is essential in establishing, maintaining, and governing the Configuration Management Database(CMDB) in preparation for the implementation of the ServiceNow platform. This role ensures that the agency’s IT infrastructure, services, and assets are accurately recorded, tracked, and maintained to facilitate smooth integration with ServiceNow.

Key responsibilities include managing the configuration management team and ensuring the accuracy and completeness of the configuration management system. The Service Configuration Manager will develop, implement, and oversee policies and procedures that uphold the integrity of the configuration management processes, aligning with industry best practices and state regulations to enhance service delivery and change management. Additionally, this role involves chairing the Configuration Control Board, coordinating all configuration management activities to ensure compliance and effective oversight.

 

Key Responsibilities:

 

• Design and architect the configuration management system, including the creation and maintenance of a configuration model that ensures all configuration items (CIs)—including hardware, software, cloud services, and virtual assets—are accurately recorded and classified.
• Plan and oversee the implementation of the Configuration Management Database (CMDB), ensuring it meets the ongoing and evolving requirements of IT and the business.
• Architect changes to the configuration management system to ensure that the system is meeting the ongoing and evolving requirements of IT and the business.
• Document standard operating procedures for service configuration management and develop a training program for the configuration management team and stakeholders.
• Work with the internal controls department to audit the configuration management system for accuracy and compliance.
• Work with the internal controls department to audit the configuration management system for accuracy.
• Collaborate with business leaders and business analysts to ensure that the configuration management system is providing value to the organization.
• Assess and authorize changes to the configuration model and configuration management system.
• Direct and mentor the team of configuration management analysts, ensuring compliance with defined standards and procedures.
• Oversee security, backup, networking, patching, updating, and change management tasks related to the configuration management system
• Monitor the quality of data within the CMDB and maintain accurate records of all configuration items (CIs), including hardware, software, cloud services, and virtual assets.
• Track the lifecycle of CIs from requisition to retirement, ensuring accurate and up-to-date records.
• Collaborate with the Change Advisory Board to evaluate the impact of changes on the environment using information from the CMDB.
• Chair the Configuration Control Board (CCB) to approve and oversee changes to the configuration management system and its infrastructure.
• Review and approve significant changes to the IT infrastructure that could affect the CMDB.
• Facilitate audits to verify the accuracy and integrity of the CMDB data and resolve any compliance issues.
• Facilitate communication between IT and business units to ensure alignment with Configuration Management goals.
• Mentor and train teams on Configuration Management best practices, policies, and procedures.

 

 

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Minimum 5 years of experience in IT Configuration Management, including hands-on experience with CMDB tools and processes

·Certifications in ITIL, ITIL Service Transition, and/or Configuration Management Databases.

·Proven track record in leading Configuration Management efforts in a large organization, preferably in the public sector.

·Strong understanding of IT Service Management and Service Configuration Management best practices.

·Familiarity with these IT Management and Governance processes:

·Change management.

·Configuration management.

·Asset Management.

·Incident resolution and request fulfillment.

·Continual service management.

·Release and patch management.

·Monitor, evaluate, and assess performance and conformance.

·Proven analytical and problem-solving abilities.

·Ability to effectively prioritize and execute tasks in a high-pressure environment.

·Good written, oral, and interpersonal communication skills.

·Ability to present ideas in business-friendly and user-friendly language.

·Highly self-motivated and directed.

·Keen attention to detail.

·Team-oriented and skilled in working within a collaborative environment.

• Knowledge of ServiceNow Platform is a plus

·Knowledge of Configuration Management processes and best practices (ITIL framework).

·Excellent communication and collaboration skills to work with both technical and non-technical stakeholders.

From:
Irfan,
Innozatech LLC
irfan@innozatech.com
Reply to:   irfan@innozatech.com