IT Service Asset and Configuration Manager at PNC Financial Services Group in Strongsville, Ohio

Job Description:

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a(n) (position title) within PNC's (name of division) organization, you will be based in (city/state location of position).

Job Profile

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. This position is primarily based in a location within PNC's footprint. Preferred locations are listed in this requisition. Responsibilities require time in the office or in a field on a regular basis. Some responsibilities can be performed remotely. Additional locations may be considered.

We are seeking an IT Service Asset and Configuration Manager (SACM) responsible for the Oversight and Governance of Technology Asset Management and the corresponding Configuration Management Databases to manage and maintain Technology Assets holistically. This ideal candidate should have extensive technical infrastructure experience and process experience to drive results in the Asset and Configuration management process spaces, including governance and oversight of the Asset and CMDB Health metrics. This individual will be responsible for maturing and expanding the enterprise Asset and Configuration process areas, manage the enterprise Asset and configuration management process areas including driving initiatives to mature the capability align to industry best practices, expanding technology discovery and handling operational support. The candidate will have leadership experience and will manage a team of approximately 10 resources.

Service Asset and Configuration Manager Responsibilities:

• This manager will be accountable for both the Oversight and Governance of Technology Asset Management and the corresponding Configuration Management Databases to manage and maintain Technology Assets holistically.
• Responsible for the managing the implement of the Asset Management Strategy and Framework to build the enterprise Asset Management System with ServiceNow's IT Asset Management (ITAM) Capability
• Responsible for the creation of the SACM technology roadmap and lead the team in the delivery of the technology roadmap
• Accountable for the defining Configuration Management strategy and roadmap, including executing and delivery on the final /approved Service Asset and Configuration strategy.
• Implement continuous Process Improvement initiatives that will lead to a complete, accurate and holistic Configuration Management Database (CMDB), including enterprise wide CMDB health metrics (Completeness and Correctness)
• Responsible for the day-to-day operation and management of both Asset Management and the Configuration Management process
• Responsible for driving efficiency and effectiveness of the process(es) to ensure data quality and accuracy across the Asset and CI Classes, and handle data anomalies
• Responsible for defining health metrics, including key performance indicators aligned to industry best practices
• Provide and manage communications with Technology Asset Owners while collaborating across technology to guide, maintain and manage data
• Monitor risks, issues and overall health of the process, escalating issues at risk to the stakeholders and IT leadership to raise awareness and provide recommendations to resolve issues
• Ensure the data integrity of the CMDB including the CI data model and relationships. Manage and handle data corrections as necessary
• Facilitate activities needed for periodic certifications and verification in collaboration with audit and compliance teams
• Responsible for managing policy and procedures, including updating aligned with ServiceNow enhancements implemented as part of the strategic initiatives
• Manage day-to-day operations, incidents and requests
• As the Subject Matter Experts, provide guidance across the Service Asset and Configuration Management team, including assisting technology / business stakeholders on process improvement initiatives that will lead to a complete and accurate Asset and CMDB best in class capability

Preferred Experience:

• Leadership experience
• Good understanding of CSDM 4.0, CI Class Manage, ITIL v4
• Experience with ServiceNow Discovery or Other Discovery Tools
• Experience working with IT Service Management (ITSM) Tools, preferably ServiceNow (Rome, San Diego and/or Tokyo)
• Experience with ITSM, IT Operations Management (ITOM), including Hardware Asset Management and Software Asset Management
• Working experience with ServiceNow Asset and CMDB
• Ability to develop the strategy, build the plan and execute for the delivery of a sound and robust Asset and CMDB capability
• Requires strong communication skills

Job Description

• Delivers products/services in alignment with business needs and objectives. Responsible for multiple teams or departments within the Enterprise Infrastructure function.


• Contributes to infrastructure planning, development strategies/initiatives and product lifecycle/service orientation; determines current and future enterprise infrastructure needs. Oversees portfolio/program/project management responsibilities. Directs financial management and risk management capabilities.


• Contributes to stable and secure environment, incident management, product health/patching, and the asset management lifecycle. May communicate with vendors, suppliers and executive management to ensure availability of infrastructure technologies and support.


• Implements best practices for technology architecture and management.


• Directs, motivates, develops and oversees the performance of the management team and key staff.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• 
  Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.


• 
  Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• 
  Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.


• 
  Live the Values - Role models our values with transparency and courage.


• 
  Enable Change - Takes action to drive change and innovation that will transform our business.


• 
  Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.


• 
  Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Competencies

Hardware Infrastructure – Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments.

Information Security Technologies – Knowledge of technologies and technology-based solutions dealing with information security issues.

IT Architecture – Knowledge of and ability to design and improve organizational IT structures and blueprints in order to better support business operations and efficiently achieve organizational objectives.

IT Environment – Knowledge of an organization's IT purposes, activities and standards; ability to create an effective IT environment for business operations.

IT Industry: Trends & Directions – Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT).

IT Service Management (ITSM) – Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.

IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

IT Systems Management – Knowledge of and ability to utilize a variety of technical tools and techniques to guarantee service availability and ensure IT system performance.

System and Technology Integration – Knowledge of the features and facilities of systems, and the ability to integrate and communicate among applications, databases and technology platforms.

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8+ years. At least 5 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Base Salary - will commensurate with skills and experience

Benefits

PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com. 

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

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