TVH is looking for a highly skilled and experienced ITIL v 4 Configuration Manager to join our IT Service Management (ITSM) team. The ideal candidate will have a strong background in ITIL Configuration Management practices, hands-on experience with ServiceNow as the ITSM platform, a strong understanding of the Common Service Data Model (CSDM) framework, and will act as a backup to Change Manager.
As the Configuration Manager, you will manage the lifecycle of the Configuration Items (CIs) within the ServiceNow Configuration Management Database (CMDB) and ensure alignment with Agile and DevSecOps practices. You will work collaboratively with various teams to maintain the integrity, accuracy, and completeness of the Configuration Management processes.
Your role and responsibilities
As Configuration Manager, you will drive improvements and foster collaboration among teams to ensure the success of our Configuration Management practice.
This will involve:
1. Process Owner: Serve as the Process Owner for the Configuration Management process and procedures, including documentation, communication, and continuous improvements to support our KPIs.
2. ServiceNow CMDB Management: Oversee the administration of the ServiceNow CMDB, ensuring the proper configuration and management of CIs, including hardware, software, and network assets.
3. CMDB Health and Maintenance - Oversee the health of CI records in the ServiceNow CMDB throughout their lifecycle, ensuring data accuracy and completeness. Collaborate with teams to proactively address CMDB health findings, including resolving issues such as duplicate records, missing attributes, orphan records, and stale records.
4. Configuration Management Process: Lead and support the design, implementation, management, training, and continuous improvement of Configuration Management processes, including establishing and running the Configuration Control Board (CCB), in alignment with ITIL v4 best practices.
5. CI Lifecycle Management: Manage the lifecycle of CIs from creation, and update, to retirement, ensuring proper documentation, change tracking, and relationships between CIs.
6. Collaboration and Planning - Work with other process areas, such as Change Management, Release Management, Incident Management, Problem Management, and Environment Management, to coordinate proactive planning for systems or products that impact the existing CMDB baseline. Assist with the identification of models and model categories that affect the CMDB and ensure proper configuration controls are in place.
7. CI Data Accuracy: Perform regular audits and reviews of CIs in the ServiceNow CMDB, ensuring data accuracy, completeness, and compliance with organizational standards.
8. Change Management Collaboration: Work closely with the Environment, Change, and Release Management teams to ensure proper handling of CIs during changes and incidents, as well as conducting thorough impact analyses and ensuring affected CIs are accurately identified and related. Identify and mitigate configuration drifts, providing solutions to maintain system consistency. Work with production to understand the impacts of changes, such that released changes are clearly understood and trackable.
9. Reporting & Metrics: Develop and deliver regular reports and dashboards on Configuration Management metrics, including CI accuracy, database health, and audit findings.
10. Stakeholder Communication: Collaborate with internal and external stakeholders, including IT operations, security, and development teams, to ensure the alignment of Configuration Management with business and technical needs.
11. Continuous Improvement: Identify opportunities for process improvement and automation in the Configuration Management lifecycle, leveraging ServiceNow capabilities and third-party integrations.
12. Compliance & Risk Management: Ensure that Configuration Management processes comply with relevant regulations, standards, and internal policies.
13. Guidance and Documentation - Provide guidance and documentation to system owners and CI owners for conducting searches, validating records, and mitigating issues within the CMDB. Develop and distribute clear instructions to ensure consistent processes for maintaining CMDB integrity.
How to succeed
We are looking for someone who understands how to leverage ServiceNow’s CMDB and CSDM framework to manage relationships between services, applications, and their CIs. Someone who can ensure data is consistent, accurate, and aligned with ITIL and engage with the different teams within IT where closer collaboration is required.
Requirements:
14. A Bachelor’s or Master Degree in Computer Information Systems or Computer Science
15. At least five years of experience in a Configuration Manager role or a similar position.
16. Extensive knowledge and hands-on experience with ITSM applications and ITIL processes with an ITIL v4 Foundation certificate or higher.
17. Extensive experience with ServiceNow, specifically the IT Service Management (ITSM) and IT Operations Management (ITOM) modules and third-party integrations.
18. Strong understanding and practical application of ServiceNow CSDM, including how to define and manage services, applications, and their relationships.
19. Hands-on experience with ServiceNow Discovery and Service Mapping to identify and map relationships between infrastructure and business services is a plus.
20. Experience in managing large-scale infrastructure and complex service landscapes.
21. Experience in data governance, process design and optimization, and service management automation.
22. Familiarity with Release and Change Management processes and integrations with CSDM for managing the lifecycle of services and applications.
23. Ability to develop and maintain process documentation, reports, and presentations
24. Excellent analytical and problem-solving skills.
25. Strong interpersonal and communication skills, with the ability to work effectively with cross-functional teams.
26. Proven track record of working in a multinational organization with an international scope.
27. Strong organizational, time management, and follow-up capabilities.
28. Demonstrated flexibility, initiative, and a proven ability to deliver timely and high-quality results.
29. Team-oriented with a positive and collaborative attitude.
30. Committed to promoting and aligning with the mission, vision, values, and culture of TVH.
31. Demonstrate proficiency in both Microsoft (Word, Excel, and PowerPoint) and Google Suite (Mail, Calendar, Google Meet, Sheets, Slides, Drive).
32. Ability and willingness to travel domestically and internationally on occasion.
What's in it for you
33. A competitive salary with benefits such as a company car, meal vouchers and insurances.
34. Flexible working hours, home working and a healthy work-life balance.
35. 20 paid vacation days and 12 WTR days.
36. An easily accessible work location (but remote work is also possible).
37. A people-centric culture where your fitness and mental well-being matter.
38. Lunch breaks and sports facilities in TVH Park, the company's green zone.
39. Access to LinkedIn Learning and many in-house (and external) training courses.
40. Fun after works and other optional events (e.g. TVH Kaffee).
People are at our heart
TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.
About TVH
TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.
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