Full Job Description
The configuration specialist/manager oversees service configuration management practice, process, and tool. This individual is responsible for managing IT service configuration management activities and for ensuring that the configuration management system is accurate and complete. This individual will develop, implement, and oversee policies and procedures to ensure the accuracy and completeness of the configuration management system. The configuration manager is also responsible for leading Configuration Control.
Roles and responsibilities:
Strategy & Planning
Design and architect the configuration management system.
Design and maintain a configuration model.
Plan the implementation of the configuration management database in ServiceNow.
Design and document the standard operating procedures for service configuration management.
Architect changes to the configuration management system to ensure that the system is meeting the ongoing and evolving requirements of IT and the business.
Regularly audit the configuration management system for accuracy.
Collaborate with IT teams to ensure that the configuration management system is providing value to the organization.
Assess opportunities for service improvement and implement them.
Work with third-party providers to design and implement best practice frameworks around the configuration management systems.
Acquisition & Deployment
Oversee the implementation of the configuration management system.
Assess and implement changes to the configuration model and configuration management system.
Document the processes and work instructions related to configuration management.
Develop and deploy a training program for configuration management activities.
Monitor, advise and direct IT teams about their responsibilities in configuration management.
Be the subject matter expert on configuration management.
Direct activities related to configuration management
Oversee the security, backup, networking, patching or updating, and change management tasks related to the CMDB.
Perform reporting and guidance tasks.
Direct research, training, documentation, and compliance tasks.
Monitor the compliance of the configuration management database with agreed standards and procedures.
Maintain the quality of data within the configuration management system and database.
Collaborate with the change advisory board to evaluate the impact of changes on the environment based on the information within the configuration management system.
Formal Education & Certification
Diploma or university degree in the field of computer science or management, and/or 5 years equivalent work experience.
Certifications in ITIL, ITIL Service Transition, and/or Configuration Management Databases.
The successful applicant will:
Work collaboratively with stakeholders, including but not limited to, software development, IT security, process, service, IT operations and infrastructure management teams.
Have recent experience in CMDB platforms.
Be proactive, self-directed, motivated, detailed and organized in all areas
Be able to prioritize and manage work with critical timelines in a fast-paced environment
Knowledge & Experience
Specific knowledge of the ServiceNow platform a strong advantage.
Related knowledge in Snow Software or other third-party inventory tools helpful.
Extensive experience with configuration management.
Experience working within a team.
Strong understanding of IT Service Management and Configuration Management best practices.
Familiarity with these IT Management and Governance processes:
Change and Problem management.
Continual service Improvement.
Release and patch management.
Monitor, evaluate, and assess performance and conformance.
Strong customer service orientation.
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 conduct research into issues with integrated tools as required.
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.
Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practise and technology to all areas of our business specifically designed for our global reach.
We are an equal opportunity employer and value diversity at our company. We do not discriminate, and take positive steps to create an inclusive culture.
ALL – India
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