Job Title: Configuration Management Process Lead
Client: Health Care Industry
Duration: 12 Months
Location: Baltimore, Maryland 21224

General Information

Job Description:
The Configuration Management Process Lead is responsible for overseeing and governing the configuration management process within the organization. This role involves providing guidance and support for the end-to-end Configuration Management Database (CMDB) processes, working with IT leadership and stakeholders to implement best practices, standards, and policies. The role requires advanced understanding of Configuration Management Processes, methodologies, and techniques to guide the organization in achieving key performance indicators (KPIs) and IT operations goals. The ideal candidate will also possess technical competencies in the Common Service Data Model (CSDM), Discovery, CMDB structure, MID servers, and the Service Now platform.

Minimum Work Experience:

• 6+ years of experience in Configuration Management within IT operations, managed services, or service delivery environments.

Qualifications:

• Process Lead:
  • Establish and integrate systematic processes to support Configuration Management.
  • Develop organizational expertise in Configuration Management processes and methods.
  • Plan, manage, and coordinate the full lifecycle in a high interoperability IT environment.
  • Empower stakeholders to utilize and leverage the CMDB database and associated processes.
• Maintenance:
  • Provide technical support and problem resolution for inquiries regarding data analytics, policy, processes, standards, and best practices related to Configuration Management.
• Communication:
  • Build partnerships with data analytics consumers to understand business needs.
  • Train on reports, dashboards, policies, processes, standards, and best practices.

Minimum Formal Education Required:

• Bachelor's degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement, or a similar field of study, or equivalent job experience.

Additional Skills:

• Top 5 Required Skills:
  • ITIL and ITSM Processes
  • Attention to Detail, Analytical Skills
  • Communication and Collaboration
  • Problem Solving and Troubleshooting
  • ServiceNow CMDB, Discovery, CSDM, Platform knowledge (foundational)

Certifications:

• Required:
  • ITIL 3 or 4 Certification (preferred) or equivalent experience.
• Preferred:
  • Certified System Administrator (CSA)
  • Certified Implementation Specialist (CIS) Discovery

Additional Requirements:

• Immediate disclosure of any debarment, exclusion, or event affecting eligibility for Federal health care programs.
• Ability to work effectively in a fast-paced environment with shifting priorities and deadlines.
• Capability to meet established deadlines and handle multiple customer service demands.
• Effective communication and positive customer service skills, including handling challenging customers.