Service Asset and Configuration Management Consultant

Service Asset and Configuration Management Consultant:

Functional Responsibilities:

• Accountable to the organization for stewardship of CIs that are under the scope of the SACM process.
• Defining and agreeing the service assets that will be treated as configuration items.
• Ensuring that configuration data is available when and where it is needed to support other service management processes.
• Support yearly quality audits if necessary.
• Organize and chair all required meetings for the process.
• Manage, mentor and coach those people involved in the Configuration Management process.
• Report on KPI’s as appropriate and agreed.
• Identifying CIs in accordance with procedures laid out and ensuring accurate registration on the CMDB.
• Creating, updating, and managing CIs within the CMDB.
• Ensuring CMDB procedures are followed as per process definitions.
• Producing CIs reports as and when necessary, and providing timely and accurate CI information
• Ensuring CIs attributes, relationships and statuses are accurately populated on the CMDB and kept up to date at all times.
• Perform review and audits to check and ensure the CI attributes, relationships, and statuses.
• Working to the overall objectives agreed and implementing the Configuration Management policy and standards.
• To manage the process according to the principles laid down in Configuration Management process documentation and other documents that are part of the ITIL common framework.
• Planning and executing the population, management, and maintenance of the CMDB; also manages and maintains any central libraries, tools, common codes, and data.
• Initiating activities to improve the effectiveness and efficiency of the implementation process based upon the monthly measurements and reporting.
• Ensuring compliance with the process implementation in line with modifications to the Process documentation
• Agree with the customers on the scope and layout project plans accordingly.
• Create customized process and procedures for Clients.
• Act as an escalation point when there is a deviation in the project timelines and tasks.
• Hands on experience and knowledge of IT Service Management tools like HP SM, Microfocus tools like SMAX, uCMDB, Ivanti, Lansweeper, Power BI, Business Objects, etc.

Knowledge, Skills & Experience

Academic & Professional Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or Equivalent.
• Hold one or more ITIL practitioner/intermediate certificates in Configuration, Change or Release Management. (RCV or Service Transition)

Experience:

• Relevant experience in technology services organisation, preferably external service provider
• 6+ years’ experience in either consultancy, implementation, management or a combination of them all

Skills and Requirements:

• Good understanding of Project Planning
• Strong Microsoft Office experience (Word, Excel, Visio, and PowerPoint)
• Proven ability to influence cross-functional teams without formal authority
• To have practical experience of continuous improvement methods and techniques
• To have a good understanding of statistical and analytical principles and processes
• To possess good interpersonal skills for written, oral and face to face communications
• To possess skills in influencing and negotiation methods and techniques
• To have the ability to understand how IT supports business.
• Strong understanding of enterprise technologies including Data Centres, Microsoft, and Cisco environments
• Information Acquisition - Identifying gaps in the available information required to understand a problem or situation and devising means of remedying gaps.
• Initiative Being proactive, taking action and anticipating opportunities.
• Persistence - Meeting targets and fulfilling agreements even when adverse circumstances prevail.
• Familiar with Operations Management - Methods, techniques, and tools for planning, organising, resourcing, directing, co-ordinating and monitoring on-going (non-project) activities.
• Excellent written and presentation skills
• Persistence - Meeting targets and fulfilling agreements even when adverse circumstances prevail.
• Hands on experience in Ticketing tools like HPSM, Microfocus tools like SMAX and uCMDB