| Technical/Functional Skills | - The Service Asset Configuration Analyst focuses on the overall quality of the Configuration Management Database (CMDB) and the Asset Management Database (AMDB) by ensuring assets and configuration items (including their relationships) are accurate and complete by policing process adherence and data quality against documented standards.
The Service Asset Configuration Analyst is responsible for promoting awareness and education of SACM policies and procedures throughout the organization. - Must have a deep understanding of ServiceNow.
- Must possess a deep understanding of ITIL IT Service Management processes (e.g. Incident, Problem and Change Management, Project and Portfolio Management, Service Catalog, etc.)
- 5 years of experience working in a process-driven organization, preferably an ITIL-aligned Service Management organization.
- 5 years of IT Asset Management and/or Configuration Management experience.
- 5 years of experience in working with inventory discovery tools and infrastructure management tools used to provide asset inventory data (e.g. ServiceNow Discovery, OEM managed tools such as Meraki)
- Must have quality documentation and reporting capabilities and experience.
- 5 years of experience managing meetings and facilitation skills
- 5 years of experience driving SACM process adherence throughout a complex IT organization using data.
- Knowledge of the working practices and infrastructure within Data Centers, Operations Centers and Service Desks.
- The successful candidate will be process and data driven, be able to deliver to deadlines and possess flexibility and a collaborative approach.
- Exhibit successful methodologies to identify problems, track trends and influence behavior.
- Passionate, assertive and exhibits an ownership attitude.
- Confident in his/her abilities and have a very good all-round understanding of IT processes and service management.
- Attention to detail, strong analytical problem-solving abilities and solutions oriented.
- Flexible and able to cope with pressure or time-sensitive situations.
- Excellent communications and relationship management skills including cross-functional IT teams.
PREFERRED QUALIFICATIONS:
- ITIL® V4 certification
- Working experience in multiple Cloud Solutions (Azure, Google, IBM, etc.)
- Familiarity with DevOps and/or Agile methodologies
- Working knowledge of the Common Service Data Model
- Knowledge of application architecture and service delivery modeling
General understanding of procurement, delivery and governance of IT services |
| Roles & Responsibilities | - Accountable for the daily operational health of SACM Configuration and Asset processes
- Perform CMDB and/or Asset data analysis, research, troubleshooting, data enrichment or other critical CMDB/Asset governance processes.
- Leads investigation of root cause analysis to continuously improve data accuracy.
- Manage and support the SACM relationship with data owners and consumers.
- Enforce and enhance data governance best practices and standards to ensure consistent and accurate data.
- Identify process improvements and resolve process or data issues, ensuring all CI’s/Assets are complete.
- Support the onboarding of new Applications or Business Services into the CMDB
- Support data certification audits and the overall health of the end-to-end certification process
- Engaging with stakeholders to support and enhance interfaces with other applications that leverage or provide CMDB data (e.g., Discovery, Asset/Config Data Sources, Software Asset Management, Architecture, Security tool sets, Service Catalog, Incident, Problem, Change).
- Serve as a SACM data and process steward, supporting training opportunities and process adherence with Data Owners, Data Analysts and other personnel.
- Drives reporting governance on CMDB statistical information and process operation.
- Define and maintain recurring test cases in support of platform health and feature/instance upgrades.
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