IT Service Configuration Manager - Hybrid

MSYS - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

Professional, Scientific, and Technical Services

About the position

The IT Service Configuration Manager is responsible for developing, implementing, and overseeing policies and procedures that maintain the integrity of configuration management processes. This role is crucial for ensuring accurate tracking and management of the agency's IT infrastructure, services, and assets, particularly in preparation for the implementation of the ServiceNow platform. The position involves leading a team, chairing the Configuration Control Board, and ensuring compliance with industry best practices and state regulations to enhance service delivery and change management.

Responsibilities

• Design and architect the configuration management system, ensuring accurate recording and classification of configuration items (CIs).
• Plan and oversee the implementation of the Configuration Management Database (CMDB).
• Document standard operating procedures for service configuration management and develop a training program for the team.
• Collaborate with internal controls to audit the configuration management system for accuracy and compliance.
• Monitor the quality of data within the CMDB and maintain accurate records of all CIs.
• Track the lifecycle of CIs from requisition to retirement.
• Chair the Configuration Control Board (CCB) to approve changes to the configuration management system.
• Facilitate audits to verify the accuracy and integrity of the CMDB data.
• Mentor and train teams on Configuration Management best practices.

Requirements

• 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.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent communication and collaboration skills.

Nice-to-haves

• Knowledge of ServiceNow Platform is a plus.
• Knowledge of Configuration Management processes and best practices (ITIL framework).