ITSM Program Service Assets & Configuration Management Process Owner

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.