Manager of Service Asset and Configuration Management

Overview

The Manager – Service Asset and Configuration Management leads the area responsible for ServiceNow Configuration Management, the administration of the ServiceNow Configuration Management Database (CMDB) and the ServiceNow Asset Management (HAM and SAM) products while providing strong governance and stewardship of the data within.

The Manager is part of a team responsible for driving the Knights IT direction as follows:

• Implement a strategy to drive the adoption of service management and operational best practices relevant to on-prem and cloud computing services.
• Promote and champion the transformation of the IT organization encompassing ITSM, ITOM, ITAM, and ITBM capabilities.
• Establish a customer self-service and automation mindset throughout IT.
• Foster a culture of continuous service delivery optimization and improvement.
• Implement a strategy and roadmap for organizational excellence in the application of ITxM services, procedures, and tools in support of the IT Modernization Program.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB, and other IT Service Management capabilities.

Core Responsibilities

ServiceNow Configuration Management

• Accountable for managing and maintaining data / IT configuration items and data governance for the platform.
• Helps design SACM roadmaps following agreed architectures, design, and methodology standards in alignment with the CSDM 3.0.
• Owns and maintains the ServiceNow platform data model and data dictionary.
• Identifies and evaluates ServiceNow SACM new features and emerging capabilities, advocating for those that will most benefit the organization financially & operationally.
• Ensures the ServiceNow CMDB meets all regulatory audit compliance control standards (i.e., NIST)
• Provides accurate configuration information to enable personnel to make timely decisions throughout the service lifecycle.
• Engages with key stakeholders to drive continuous service improvement and ongoing process maturity through regular reviews of processes and tools leveraging trend and Pareto analysis.
• Identifies and documents the functional and physical characteristics of CI.
• Identifies the relationships and maintains coherence between CIs for specific configurations.
• Verifies and audits CI records for data quality and compliance with specified internal and external requirements.

Skills Qualifications

• Strong knowledge of IT Service Management (ITIL) framework and ITxM standards and processes.
• Knowledge of ServiceNow’s Common Service Data Model (CSDM).
• Solid understanding of Agile methodologies.
• Ability to work across diverse organizations and build effective relationships/partnerships.
• Demonstrated experience in leading process improvement and organization change initiatives.
• Proven expertise and having a passion for customer service.
• ServiceNow platform deployment and operational experience.
• Excellent presentation, time management, and collaborating skills.
• Technical competence (understanding of service offerings, etc.).
• Motivated, goal-oriented, persistent, and a skilled negotiator.
• High level of initiative and works well in a team environment.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• Insurance industry experience & product knowledge preferred.

Compensation

The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs.  The range below applies as long as the work is performed in Connecticut; the Knights of Columbus reserves the right to adjust the wage range if the position is performed in another location.  At the Knights of Columbus, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $104,500-172,400.

Education

• Bachelor’s degree in computer science or related field AND minimum of 8 years demonstrated experience in ITSM and/or information technology coOR any equivalent combination of experience, training, and/or education.

Experience: 8-12 years of overall IT and business/industry work experience.

Licensing/Certification: Certification in ITIL Foundations in Service Management (Preferred).

Authorization to work in the United States is required.

This position is not eligible for visa sponsorship.

Physical Demands