Description

Job Description

We have an opening for an ITSM Program Service Assets & Configuration Management Process Owner.

ITIL is a set of best practices and guidelines, or an IT framework, designed to streamline IT Service Management (ITSM). The ITIL life cycle contains multiple sub-disciplines, or categories, all of which are designed to optimize the delivery and management of IT Services. Those are as follows in sequential order:

  • Service Strategy.
  • Service Design.
  • Service Transition.
  • Service Operations.
  • Continual Service Improvement.

One of those categories is Service Design which includes Service Assets & Configuration Management (SACM) including CMDB as one of its many core functions. Effective IT Asset Management is not only a required process in ITSM but rather a compliance item as well. Put simply the company needs to know the lifecycle management of its IT assets. While IT Asset Management (ITAM) tracks the IT assets from a financial & inventory purpose, the Configuration Management tracks physical and/or virtual assets in IT Operations. All data are maintained in Configuration Management DataBase (CMDB) various tables in ServiceNow.

Effective Service Assets & Configuration Management is a foundation of ITSM & IT Operations. Configuration Items (CI) are required fields within ServiceNow for each Change Request, Incident record, Problem record, & most Service Requests.

In this capacity, the ITSM Program Service Assets & Configuration Management Process Owner will:

  • Creates a weekly Service Assets & Configuration Management process governance;
  • Defines & documents the Service Assets & Configuration Management process;
  • Develops & maintaining appropriate KPIs & Metrics (ServiceNow) to ensure process adoption & adherence;
  • Improves the Service Assets & Configuration Management process as needed;
  • Provides educational material & training documents for the Service Assets & Configuration Management process; and
  • Works with the Service Desk & other IT Fulfillers.

Proficiencies:

  • Excellent written and verbal communication skills;
  • Experience in ITIL & ITSM leadership & governance;
  • Expert knowledge of ITSM process development particularly with Service Assets & Configuration Management process;
  • Extensive knowledge and experience in ITIL, ITSM, & ServiceNow Best Practices;
  • Full understanding of ServiceNow workflows in Service Assets & Configuration Management applications;
  • Knowledge of ServiceNow CMDB Best Practices is highly required including Common Services Data Model (CSDM), Discovery (Automated Horizontal Discovery), & Service Mapping (Automated Vertical Discovery);
  • Knowledge of ServiceNow CMDB is required;
  • Experience with ISO27001, ISO27002, and associated certifications a plus; and
  • Strong interpersonal skills; ability to work with diverse groups.

Qualifications:

  • Bachelor's degree or equivalent experience, Advanced degree (preferred);
  • ITIL V3 and/or V4 certification is preferred;
  • Minimum of 10 years of experience in IT Operations working with a variety of IT teams;
  • Minimum of 5 years of experience in ITIL & ITSM leadership & governance;
  • Minimum of 5 years of experience in ITSM documentation using ServiceNow Knowledge Management System (KMS);
  • Minimum of 5 years of experience in ITSM Service Assets & Configuration Management process development;
  • Minimum of 5 years of experience in ServiceNow KPIs & Metrics development;
  • Minimum of 5 years of experience in ServiceNow particularly with the Service Assets & Configuration Management applications; and
  • Minimum of 5 years of experience in ServiceNow particularly with the Service Assets & Configuration Management applications including Hardware Asset Management (HAM), Software Asset Management (SAM) , & CMDB.

Education

Any Graduate