Service Delivery Manager II (ITSM CMDB Process Manager)

We are seeking an experienced and detail oriented ITSM CMDB (Configuration Management Database) Process Manager to join our Enterprise Service Management team. Working with the SACM Process Manager, the CMDB Process Manager, will be responsible for overseeing the entire lifecycle of our Configuration Management Database, ensuring accurate, up-to-date, and reliable information on all IT CI’s, services, and their relationships. You will collaborate with cross-functional teams to implement and maintain efficient and effective CMDB processes, ensuring seamless integration with various IT Service Management (ITSM) functions.

Key Responsibilities:

CMDB Strategy and Planning:

• Develop and execute a comprehensive CMDB strategy aligned with the organization's IT service management objectives.
• Collaborate with IT leaders and stakeholders to define CMDB policies, standards, and guidelines.
  
  
  

CMDB Implementation and Maintenance:

• Oversee the design, implementation, and ongoing maintenance of the CMDB, ensuring data integrity and accuracy.
• Define and enforce data governance rules to maintain consistent and standardized information across the CMDB.
• Lead efforts to continuously improve CMDB accuracy, completeness, and relevance.
• Maintain ServiceNow Discovery to automatically scan and identify CIs in the IT infrastructure.
• Ensure the CMDB is regularly updated with accurate information obtained from the discovery process.
• Set up and configure discovery probes and sensors within ServiceNow to collect information from various sources in the IT environment, such as networks, servers, databases, and applications.
  
  
  

Integration with ITSM Processes:

• Collaborate with ITSM process owners to integrate the CMDB with Incident Management, Change Management, Problem Management, and other applicable ITIL-based processes.
• Ensure that the CMDB is utilized effectively to support incident resolution, change impact analysis, and other ITSM functions.
  
  
  

Configuration Management Process Improvement:

• Identify areas of improvement in the configuration management process and implement best practices to enhance data quality and efficiency.
• Regularly review and optimize CMDB workflows and processes to meet evolving business needs.
  
  
  

Stakeholder Engagement:

• Work closely with IT teams, business units, and external vendors to understand their configuration requirements and ensure CMDB meets their needs.
• Facilitate training and workshops to promote CMDB awareness and usage among various stakeholders.
  
  
  

Reporting and Analysis:

• Develop and generate CMDB reports, KPIs, and metrics to monitor data quality and performance.
• Analyze CMDB data to identify trends, patterns, and opportunities for process improvement.
  
  
  

Compliance and Auditing:

• Ensure CMDB processes adhere to industry best practices and compliance standards.
• Facilitate internal and external audits related to CMDB data accuracy and compliance.
  
  
  

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or certifications are a plus.
• Proven experience (5 years) in ITSM configuration management, CMDB management, and process design.
• In-depth knowledge of ITIL practices, specifically in Configuration Management and related processes.
• Strong understanding of IT asset (hardware and software) and service relationships within a CMDB context.
• Experience with ITSM tools and CMDB platforms (ServiceNow)
• Experience with administering ServiceNow Discovery and Service Mapping
• Excellent analytical, problem-solving, and communication skills.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Strong organizational skills and attention to detail.
• ITIL Foundation certification is required.
  
  
  

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $62 - $70 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.