ServiceNow Configuration Manager

We are seeking a highly experienced Configuration Manager with demonstrable experience establishing configuration management goals and governance frameworks, implementing a CMDB and maturing configuration management practices and processes within a complex and diverse technical estate. 

As a Configuration Manager operating within the ServiceNow Platform Team you would be accountable and responsible for defining and managing the Service Configuration Management practice and ensuring integration with the other IT Service Management practices such as Incident, Problem, Change and Release Management.  You would be required to engage with all levels of stakeholders advising around governance and best practice process along with demonstrating CMDB value.  You will guide the configuration management team on the overall priorities and will set the strategic direction and maturity targets.

Main Duties and Accountabilities:

• Responsible for defining and delivering the strategic management and day to day operations of our CMDB within the ServiceNow platform including setting OKR’s.
• Develop, implement and maintain policies and procedures for CMDB data governance, ensuring data accuracy, completeness and compliance.
• Promote CMDB utilization and value across key ITIL processes and stakeholders (Incident, Problem, Change, Request Catalogue).
• Collaborate with IT and business stakeholders to implement effective processes for  onboarding/change/offboarding of configuration items and services.
• Manage and mentor a team of CMDB analysts.
• Provide regular reporting to all keys stakeholders covering governance, CMDB maturity, data quality and CMDB roadmap activities.
• Plan the Integration strategy for the CMDB with other master data sources.
• Implement and manage all aspects of configuration management best practice to support our business and its future growth opportunities.
• Implement and educate the business around ServiceNow's Common Service Data Model (CSDM) to optimize the benefits.
• Mentor the organization on Configuration Management services, concepts, policies and procedures.

Role Requirements:

This role is ideally suited to someone who has 4+ years’ experience as a hands-on Configuration Manager (or similar responsibilities) preferably within an IT Service Management function.

• Extensive hands-on experience managing and maturing a CMDB within a ServiceNow platform including in-depth knowledge of ITOM Discovery and Event Management, Service Mapping and embedding into the core ITSM processes (Incident, Problem, Change & Request).
• Experience co-ordinating and managing data policies and ownership, integrating data from other master data sources and IRE.
• Previous experience introducing ServiceNow CSDM (beyond Walk Stage) and improving overall maturity.
• Strong ITIL knowledge ideally ITIL v4.0 Foundation Certified.
• Good base level of Networking and infrastructure knowledge.