IT Change-Configuration Manager

The IT Change-Configuration Manager position is a dual role involving IT Change & Configuration Management and is strategic in Information Technology Shared Services group. The Change Manager role will be responsible for ensuring all authorized changes of hardware, software and services changes are deployed efficiently across The Heritage Group infrastructure environments. The Configuration Manager role primarily will be responsible for supporting the configuration database management (CMDB) processes. Included in this role will run the governance of CMDB, as well as run daily configuration management endeavors including the identification, analysis and control of hardware/software configuration changes, and the orchestration of CI data integrity and relationships. This individual will also manage the life cycle of business applications and CIs within the ServiceNow platform. Ultimately, this role will contribute to the Configuration Management Database (CMDB) maturity process.

Essential Job Functions:

• Acts as primary interface for supplier and internal teams regarding change management activities; Chair and manage Change Advisory Board (CAB)
• Establishes, documents, implements, manages, and monitors the Change Management policy, processes and standards in line with overall objectives agreed with the ITSS Delivery Services Manager
• Monitor and report the status of Change Management initiatives, facilitate resolution of issues, and as appropriate, escalate issues requiring management attention
• Manages reviews and closes Requests for Change and ensuing Changes are properly documented
• Will own ServiceNow planning schedule(s) which includes change, maintenance and blackout for potential conflicts
• Will own communicates and manages expectations during the plan changes approval processes and will own collection of root cause analysis as they occur
• Design and implementation of solution for maintaining CI data integrity across the CI lifecycle with due consideration to the ITSM process like Incident, Problem and Change.
• Build solutions around data certifications for maintaining CI data integrity
• Oversees the day-to-day maintenance and updating of the CMDB.
• Validates, reports and audits information within the configuration management database.
• Track and report on key metrics to assess CMDB health
• Partners with all ITSS Support teams to drive smooth governance around Configuration Items.
• Assists as a ITSS subject matter expert for CMDB process integration
• Builds/Develops/Drives the CMDB policies and processes along with its strategy and vision.
• Defines and establishes controls for CMDB, design.
• Responsible for performing status accounting/reporting, verification and auditing the CMDB.
• Reconcile solution of the CMDB data when exceptions are noted between CMDB, SCCM, Discovery information, and other authoritative production data repositories.
• Troubleshoots/ defines a business issue and designs a resolution based on deep product knowledge.
• Works with process owners to understand the process requirements related to the capture of configuration data and develops technical specifications and solutions
• Works closely with various stakeholders to provide guidance in the management of CI's and the relationships between them
• Own configuration management review meetings and collaborates with owners on improvement of data being populated of CI data to ensure accurate, consistent, and complete in CMDB
• Educates the key stakeholders on the CMDB process on how to use it and update it.

Relevant Skills:

• Ability to hold themselves and others accountable to high standards
• Experience identifying and resolving issues independently
• Demonstrates a solid sense of accountability and sound personal judgement
• Ability to gain alignment present a common point of view across multiple stakeholders
• Experience in utilizing methodologies to drive process improvements
• Strong problem-solving skills and process orientation person
• Excellent facilitation, communication, and presentation skills and strong documentation skills
• Position requires general computer skills including use of MS Office applications and MS Outlook e-mail; familiarity with ServiceNow a plus
• Strong organizational skills with ability to manage workload and operate independently
• Performs other IT related tasks as assigned to support the overall goals of ITSS

Requirements:

• Bachelor's Degree in Information Technology, Computer Science or relevant fields
• Minimum 3 years' experience with the ServiceNow platform & Configuration Management
• Proficient in data model design for CMDB including design of relationships, data flows and conceptual and logical data models, data dictionaries
• Proficient in Service-Now auto-discovery and knowledgeable of the platform's capabilities to interface with other complementary tools
• Knowledgeable of industry practices and trends for CMDB and configuration management
• Experienced with ServiceNow or other workflow management tools; particularly Change Management and CMDB Management
• Basic familiarity with technical infrastructure components and terminology
• Ability to plan, multi-task and manage time effectively
• Strong knowledge and experience in developing and implementing ITIL processes
• ServiceNow CMDB administration, JavaScript, and common scripting languages such as PowerShell a plus

Travel: less 5%

About The Heritage Group

Founded in 1930, The Heritage Group (THG) is a fourth-generation family-owned business managing a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals. Companies within the THG portfolio include Heritage Environmental Services, Heritage Construction + Materials, and Monument Chemical. With more than 5,000 employees and 30 operating companies worldwide, THG aims to create a safer, more enriching, and sustainable world by harnessing the power of family.

The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals

Current Openings for IT Change Configuration Manager Jobs at The Heritage Group