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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:
Process Owner: Serve as the Process Owner for the Configuration Management process and procedures, including documentation, communication, and continuous improvements to support our KPIs.
ServiceNow CMDB Management: Oversee the administration of the ServiceNow CMDB, ensuring the proper configuration and management of CIs, including hardware, software, and network assets.
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.
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.
CI Lifecycle Management: Manage the lifecycle of CIs from creation, and update, to retirement, ensuring proper documentation, change tracking, and relationships between CIs.
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.
CI Data Accuracy: Perform regular audits and reviews of CIs in the ServiceNow CMDB, ensuring data accuracy, completeness, and compliance with organizational standards.
Change Management Collaboration: Work closely with the Environment, Change, and Release Management teams to ensure proper handling of CIs during changes and incidents,