IT Configuration Manager Role Summary
This is a key role in the IT Service Management (ITSM) team, responsible for managing the lifecycle of configuration items within the ServiceNow Configuration Management Database (CMDB). The ideal candidate will have a strong background in ITIL Configuration Management practices, hands-on experience with ServiceNow as the ITSM platform, and a strong understanding of the Common Service Data Model (CSDM) framework.
The Configuration Manager will oversee the administration of the ServiceNow CMDB, ensuring the proper configuration and management of CIs, including hardware, software, and network assets. They will also lead and support the design, implementation, management, training, and continuous improvement of Configuration Management processes, including establishing and running the Configuration Control Board (CCB), in alignment with ITIL v4 best practices.
Key Responsibilities:
* Process Owner: Serve as the Process Owner for the Configuration Management process and procedures, including documentation, communication, and continuous improvements to support KPIs.
* ServiceNow CMDB Management: Oversee the administration of the ServiceNow CMDB, ensuring the proper configuration and management of CIs.
* CMDB Health and Maintenance - Oversee the health of CI records in the ServiceNow CMDB throughout their lifecycle, ensuring data accuracy and completeness.
* Configuration Management Process: Lead and support the design, implementation, management, training, and continuous improvement of Configuration Management processes.
* CI Lifecycle Management: Manage the lifecycle of CIs from creation, update, to retirement, ensuring proper documentation, change tracking, and relationships between CIs.
* Collaboration and Planning - Work with other process areas to coordinate proactive planning for systems or products that impact the existing CMDB baseline.
* CI Data Accuracy: Perform regular audits and reviews of CIs in the ServiceNow CMDB, ensuring data accuracy, completeness, and compliance with organizational standards.
The successful candidate will have extensive knowledge and hands-on experience with ITSM applications and ITIL processes, specifically with ServiceNow, and a strong understanding of ServiceNow CSDM, including how to define and manage services, applications, and their relationships. They will also be able to develop and maintain process documentation, reports, and presentations, and possess excellent analytical and problem-solving skills.
We are looking for someone who understands how to leverage ServiceNow's CMDB and CSDM framework to manage relationships between services, applications, and their CIs. Someone who can ensure data is consistent, accurate, and aligned with ITIL and engage with different teams within IT where closer collaboration is required.