The Configuration, Hardware & Software Asset Management Process Owner is responsible for performing data analysis to aid in the design of solutions in support of business requirements, adherence to process, and delivery of root cause analysis, process improvement, and enhancing end user experience. Works with partners and vendors on quality initiatives, reporting, and governance. Accountable for driving process governance, day-to-day facilitation to ensure changes to the data in the CMDB, including CIs, CI Classes, Relationships, and CI Reconciliations, are controlled and to enable efficient resolution of data integrity issues. This role works directly with service delivery partners, CI Owners and IT stakeholders on quality initiatives, reporting and governance.

Key Accountabilities:

• Builds and manages a governance structure that ensures consistency and alignment with projects and initiatives between service design and service delivery.
• Ensure operational readiness through planning, execution, governance, building appropriate controls, measures and reporting.
• Lead engagement and process activities with and/or between: Finance, Enterprise Architecture Board, Legal, Contract Management, Compliance, OCM, InfoSec, EPMO, Managed Service Vendors, IT Service Design and IT Service Delivery.
• Assist in building business case presentations for IT infrastructure projects and initiatives. Manages to the infrastructure operational budgets, project and initiatives budgets and assists IT Operations with resource planning.
• Create and deliver effective and influential business presentations to senior level leadership.
• Work on special initiatives that include streamlining of process, quality initiatives, or leading moderate to large-scale projects.
• Accountable for the implementation, continuous improvement, and refinement of the Configuration Management practice
  • Configuration Management Database (CMDB)
  • Common Services Data Model (CSDM)
  • Asset Management Database (AMDB)
• Provide vision and roadmap for strategic global process evolution of Configuration and Hardware and Software Asset Management.
• Establish and communicate the process mission, goals, and objectives to all stakeholders and consumers.
• Develop control plans, metrics, reports and KPIs on process health.
• Manage day-to-day process activities, ensuring operating procedures are documented and operationalized.
• Maintain the CMDB, AMDB and CSDM data structure, including the CI data model and relationships.
• Ensure alignment and efficiencies between Configuration and Hardware and Software Asset Management and other ITSM processes.
• Build and maintain the Common Services Data Model to ensure business processes are mapped to applications and IT services.
• Build processes and governance to ensure all information within the CMDB and AMDB is accurate and up to date with a focus on automation.

Minimum Requirements:

• Bachelor’s Degree and/or 4 – 6 years of related experience OR High School Diploma or GED with 6-8 years of related experience
• ITIL foundations certified with in depth knowledge and understanding of ITIL best practices.
• 3+ years working with ServiceNow and ITOM applications such as Discovery, Service Mapping, and CMDB
• Strong background in owning and managing Configuration and Hardware and Software Asset Management Process, Configuration Management Data Base (CMDB) and Common Services Data Model (CSDM).
• Must be capable of adapting to change and driving change in the organization.
• Must be an organized, self-starter and results oriented person.
• Strong verbal and written communications skills, with the ability to collaborate with all levels of the organization.