AVP-Service Management (Configuration Management)

We are seeking a highly skilled ITIL Configuration Management Process Owner to oversee and manage the configuration management process within our organisation. The ideal candidate will have extensive experience with ITIL best practices and a deep understanding of ServiceNow's Common Service Data Model (CSDM). This role involves ensuring the accuracy and integrity of our Configuration Management Database (CMDB), optimising configuration management processes, and collaborating with various stakeholders to support business objectives.

Key Responsibilities:

• Configuration Management Process:
  • Develop, implement, and maintain the configuration management process, ensuring compliance with ITIL standards and best practices.
  • Manage the CMDB, ensuring the accuracy and integrity of configuration items (CIs) and their relationships.
  • Conduct regular audits and reviews of the CMDB to ensure data accuracy and completeness.
• ServiceNow CSDM Expertise:
  • Utilise ServiceNow's CSDM to structure and manage data within the CMDB.
  • Ensure that the CMDB aligns with the CSDM framework, supporting business and IT service management processes.
  • Collaborate with ServiceNow administrators and developers to implement and optimise CSDM-related functionalities.
• Stakeholder Collaboration:
  • Work closely with IT service management, infrastructure, application teams, and other stakeholders to ensure accurate and complete CMDB data.
  • Provide training and support to users on CMDB processes, standards, and tools.
  • Engage with external vendors and partners to ensure integration and alignment of CMDB data.
• Data Quality and Integrity:
  • Develop and implement data quality standards, guidelines, and best practices for CMDB management.
  • Monitor data quality metrics and generate reports to track the health and accuracy of the CMDB.
  • Identify and resolve data quality issues, including duplicates, inaccuracies, and inconsistencies.
• Process Improvement:
  • Analyse current CMDB processes and workflows, identifying opportunities for optimisation and automation.
  • Develop and document CMDB procedures, ensuring alignment with ITIL best practices and organisational policies.
  • Work with process owners to implement improvements and ensure continuous enhancement of CMDB processes.
• Reporting and Analysis:
  • Generate and distribute CMDB reports and dashboards to provide insights into configuration management activities and CI status.
  • Perform data analysis to support decision-making and strategic planning related to IT assets and configurations.

Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience as a Configuration Management Process Owner or in a similar role within IT Service Management.
• Strong understanding of ITIL framework and best practices for Configuration Management.
• Extensive experience with ServiceNow's Common Service Data Model (CSDM).
• Excellent leadership and team management skills.
• Strong problem-solving abilities and attention to detail.
• Effective communication skills, both written and verbal.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Familiarity with ITSM tools and technologies, particularly ServiceNow.