Job Description

Roles & Responsibilities of Configuration Manager:

• Ensure the configuration manager meets the Internal Audits or exceeds 99%.

• Ensure the Configuration management database of the account is updated and accurate.

• SLA’s and KPI’s should be met or exceed 9/12 months.

• Reports and Dashboard must be delivered within the respective deadlines.

• Monthly CFGM Scorecard/KPI and Executive reports must be sent within the respective deadlines (CC your manager in both reports)

• Perform exhaustive analysis of the data and current status of CI's for the Monthly Executive (where applicable).

• Configuration Management Plan requires an approval from the CFGM Process Owner and account. CFGM Plan must be placed on the account SharePoint or CFGM Global SharePoint and updated accordingly - Meets expectation.

• Support the partnership of a Global Delivery Team, interact in Community of Practice meeting and any other regional and Global initiative.

• Identify and resolve at least one tangible operational, business, organizational, technical, quality, productivity or process improvement that reduces costs or otherwise improves quality for your customer/s.

• Participate as required any Lean Assessment meetings and participate in and support the process improvements.

• Support low-cost center plans and initiatives thru training, meetings and team-work.

• Experiience in other process like Change, Release, Capacity / Availability process will be an added advantage.
• Technical assimilation with a range of technologies including Networks, Wintel, Unix and Midrange servers
• Advanced user skills for MS-Excel, MS-Word, PowerPoint
• Thorough understanding of critical infrastructure, application and business impact relevant to the account.
• Understanding of the ITIL® Configuration Management Process and its interlocking with other processes.
• Exposure to Global environment and teams.
• 5+ years hands-on experience in managing IT Service Management toolset exposure (ESL, CMDB+, ServiceNow administration or REMEDY, MY Service), driving improvements on metrics and meeting the guidelines for the audit requirements.
• Thorough knowledge of Service Now platform.
• Should have the fundamental skills of ITSM processes.
• Ability to build tables, fields, views, etc.
• Should be able to develop service catalog items, record generators, and orders.
• Should be able to create several reports and add them to the dashboards.
• Should have good problem-solving skills, with the above requirements will be an added advantage.
  

• Work as part of a team, which may be virtual, global, and/or multi-functional.
• Lead teams which address operational processes and policies in work area.
• Seen as a resource to the team in one or more technical or business areas.
• Becoming a trusted advisor inside and outside the team/technology area.

• Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
• May have Master's degree in related field.
• Often holds entry-level certification(s) in work field.
• May hold intermediate-level certification(s) in work field.
• Typically 5+ years of relevant experience.