About the position
The IT Configuration Management Analyst (CMDB) is responsible for supporting the technical teams in understanding the end-to-end Configuration Management process and ensuring the maintenance of configuration baselines and configuration item inventory. This role will proactively analyze the use of the CMDB throughout the user experience creating meaningful metrics, reporting and recommendations. (e.g., compliance, lifecycle improvements, audits, and surveys). The Configuration Analyst will act as the operational leader for Configuration Management capabilities and lead the definition of configurations standards as well as KPI development. The Configuration Analyst will also maintain the Configuration Management policies and procedures providing updates as needed. This Analyst will collaborate directly with the Configuration Specialist to ensure the management and validation processes are in place and maintained for the CMDB data.
Responsibilities
- Create, Develop, and execute the Configuration Management vision and strategy
- Create, develop and maintain the technical design of the CMDB to meet the current and anticipated scope
- Create, Design and maintain CMDB integrity, and effectively support other ITSM processes such as Incident Management, Change Management, and Asset Management
- Proactively identify CMDB technical deficiencies, conduct data quality analysis keeping orphan ci's and duplication to a minimum
- Create, develop, maintain, and communicate configuration management standards, processes, policies, and procedures; recommend updates based on experiences to streamline processes and improve efficiency of execution.
- Create, design, implement, and socialize CMDB reports and dashboards to show overall health of the CMDB and the IT infrastructure enterprise wide
- Monitor health of the CMDB and facilitate configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with stakeholders, CI owners, and support teams to remediate data inaccuracies
- Work cross functionally with other IT teams to strategically leverage the CMDB for new capabilities and value creation, ie. ITOM, Service Mappings, etc.
Requirements
- Bachelors Degree in Computer Science or Technical field and Masters Degree in Technology and/or Business related field
- Equivalent trainings/certifications/experience equivalency will be considered
- 5 or more years of equivalent experience in relevant job or field of technology
- 2 or more years of equivalent experience in an advanced role or technical capacity, leading teams directly or indirectly
- 2 or more years experience directly responsible for guiding, training or onboarding team members in relevant technologies, capabilities or skills
- Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required
- Works on complex problems where analysis of situations or data requires a review of a variety of factors
- Exercises judgment within defined procedures and practices to determine appropriate action
- Experience with ServiceNow Software and Hardware Asset Management
- Experience developing and maintaining policies, procedures, standards, and guidelines
- Strong leadership skills including the ability to interact with personnel, build strong relationships at all levels and understand business imperatives
- Excellent written and verbal communication skills; ability to communicate across the organization
- Experience performing risk, business impact, control, and vulnerability assessments, and in defining treatment strategies
- Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
- Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies
- Experience with CMDB, ServiceNow Discovery, Service Mapping, and Performance Analytics
- Hands on experience with ServiceNow CMDB and Common Service Data Model (CSDM)
Nice-to-haves
- Post graduate degree advanced training and or certifications in relevant field/s of study
- 3 or more years experience in Agile teams and Product/Platform based operating model
- 3 or more years of experience in leading teams or advancing technical capability in teams
- Experience in retail or grocery preferred
- Experience with CMDB
- Up-to-date knowledge of latest IT developments
- Experience in a retail environment preferred
- ITIL Certification Foundations v.4
