CMDB - Assistant Manager

Job Description

Working as part of the Configuration Management Team with close contact with Application Development and Support, Infrastructure, and Service Management. The CMDB Assistant Manager will work on CMDB accuracy, required communication and follow-ups, and increase efficiency in request processing and reporting capabilities . Working as part of the Configuration Management Team with close contact with all the Service Management workstreams, the Configuration Assistant Manager will enforce the established processes and provide first and second level configuration activities. This role will have a focus on continual improvement of operational processes. DISCOVER your opportunity What will your essential responsibilities include? Review and processing of CMDB requests submitted through the Service Catalog. Providing ad hoc and scheduled data extracts to customer base. Primary responsibility for level one customer communication. Building new and improving existing operational processes, identified from feedback from customers and upper management. Working with other Configuration Management team members to satisfy key stakeholders requirements. Assisting in documenting Service Asset and Configuration processes and procedural documentation. Provide holiday cover for the Configuration Management Team as required. You will report to Configuration Team Manager. SHARE your talent Were looking for someone who has these abilities and skills: Required Skills and Abilities: Experience with Asset and Configuration Management Processes involving both in-house and externally supported applications. Experience in working within an established CMDB, including the creating and maintenance of records, relationships, services and processes. Understanding of ServiceNow CDSM data models. Excellent working knowledge of IT Operations and support organizations would be an advantage. Ability to articulate process and drive consistent process improvements that aid End Users. Preference will be given to candidates with experience in Service Management principles. Knowledge of Configuration Management and its role in the IT Services life cycle. Able to organise self, including effective scheduling, prioritisation and time management skills, completing tasks to tight deadlines. Demonstrates a can do attitude. Effective communication skills for both conveying process and understanding customer need. Proven track record of knowing what it takes to provide a consistently first-class customer service internally and/or externally. Ability to build effective working relationships (Internally/Externally), establishing credibility amongst a wide and demanding client group. Comfortable taking ownership for own work, identifying the need for action (using initiative) whilst working effectively within a team. Intermediate working knowledge of Microsoft Office programs, MS Teams, and Power BI (or equivalent). Basic knowledge of MS Azure or AWS Cloud solutions. Desired Skills and Abilities: Displays a resilient and adaptable style, track record of remaining calm in demanding circumstances, adjusting comfortably to changing conditions / priorities. Excellent attention to detail and a meticulous eye for identifying inconsistencies / inaccuracies. Demonstrable evidence of interpreting and manipulating data clearly and accurately with the ability to extract and clearly articulate key points.