Track Lead - ServiceNow, IT Service Management

Job Summary

Configuration Management

Key Responsibilities

SACM Manager Key Responsibilities: Take the ownership to oversee the day to day operations relating to Asset & Configuration Management Ensure that all Service Providers maintain accurate and current CMDB entries through audits and inspections Ensure that the integrity of the CMDB is maintained and integrated with other key operational processes – especially Incident, Problem and Change Management Work with the Service Provider as reasonably requested with the scoping of audits, impact assessments, investigation and resolution of discrepancies Ensure that the life cycle of the CI is managed and accurately reflected. Consolidate Configuration Management reporting Implement the agreed data model and attribute amendments Integrate with agreed data sources (both internal and external supplier sources); agree data owners for BAU updates to the CMDB (including manual data uploads to the CMDB if appropriate) Coordinate with the customer and manage creation of “Service” CIs and their relationships (non-discoverable services) Provide guidance to internal and external Service Providers in fulfilling their Configuration Management roles and responsibilities. Identify and implement process improvements and CMDB/Discovery tools/ITSM platform/integration enhancements Ensure SACM Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement Regular monitoring & audits to avoid unauthorized changes to SACM Database, better audit compliance Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Problem Management Process workflows Conduct regular trainings for process awareness and improve process compliance Qualifications/Skills: Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve Supervisory skills and the ability to leverage support from other parts of the organization Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level. Understanding of Technologies & ITSM Tool Coordination, negotiation, and persuasion skills

Skill Requirements

ITIL Experienced in Configuration Management

Other Requirements

ITIL experienced & Certified