JOB SUMMARY The ITSM Asset & Configuration Process Owner will be part of the IT Service Management Team and will manage the full cycle of the Asset & Configuration management modules and processes. The role is critical for managing the identification and control of all technology assets. The role is also responsible for ensuring the integrity of our Configuration Items (CI's) through effective recording, reporting and auditing. He/she will be required to tightly integrate with a variety of internal teams and external service providers. This role will also be a key contributor to the overall ITSM strategic direction.
Responsible for the full cycle CMDB and asset management processes
Lead and drive the CMDB and Asset Management processes
Develop the strategic plan for maturing CMDB and asset processes
Create strategic program for SW\HW asset savings plans and processes
Creating and presenting roadmaps and status presentations on CMDB and asset management
Administrate ServiceNow’s Software Asset Management platform and Discovery processes
Administrate integrations to CMDB for data collection
Work with ServiceNow Administrators to enhance and mature CMDB and Asset Management
Work across teams to create and manage an inventory of all technology CIs in our environment and capture critical attributes, such as UID, owner, location and version
Build and implement a process that will ensure proper controls are met for the adding, changing and removing of assets/CIs
Ensure the processes and CMDB are integrated with other ITSM process, especially Change, Release and Incident and Event Management
Using ServiceNow SAM-P for collecting and monitoring HW\SW contracts, renewals, and licenses. Develop end to end asset management processes
Create an asset management process for end to end metering of HW/SW licenses
Collaborate with other functional areas to integrate asset discovery with ServiceNow’s CMDB
Develop an asset management process to maintain an accurate Definitive Media Library (DML) to capture software and media license information and inventory.
Work with IT technical teams to map configurations items and services to assist with impact analysis and incident triage
Work with business owners to map business services to configuration items
Work with business owners and other departments for collecting HW/SW asset data such as purchasing information for licenses, subscriptions, renewals, etc.
Work with functional teams to maintain an adequate level of software licenses and subscription counts
Develop a process for discovery and normalization of discovered configuration items
Perform regular audits to assure that CI records are accurate. Perform root cause and remediation efforts to address data inaccuracies
Produce and distribute reports. Drive for data accuracy and/or manual remediation for assets not managed through automated discovery.
Develop detailed documentation on CMDB and asset processes that can be used for training, support, and communication.
Develop various industry standard reports and dashboard for support, managers, and leadership on CMDB configuration items, asset status, analysis, and progress.
Bachelor’s Degree in Information Technology or equivalent
8+ years of IT experience in a technical operational role
3+ years working with IT Service and Operations Management related to CMDB and Asset Management
ITIL v3 Foundations Certification required
ITIL v3 Intermediate level preferred
Technical understanding of a variety of Enterprise application and technologies
Strong communication and attention to details are very important to the success of this role
Strong communication skills and meeting presence with ability to translate technical terms into business impact
Working knowledge of ServiceNow CMDB and Asset Management preferred