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Process Manager, ITSM

Company: Infinity Consulting Solutions
Location: Santa Ana
Posted on: September 23, 2022

Job Description:

Perform ongoing daily operational responsibilities of the Configuration Management process


Ensure that the Configuration Management Database (CMDB) and any related databases are maintained, verified, and accurate through the audit verification and reconciliation process


Liaise with (and support) other departments, project teams and operational teams in the management of Configuration Management data


Continuously look for ways to improve the ITSM practice by learning, piloting and adopting best practices and technology.


Evaluate and recommend automation of ITSM practices to drive an agile service management practice


Coordinate audits of the CMDB as scheduled and initiate corrective actions when necessary


Generate and distribute CMDB audit reports for the established Partial and Full audit processes


Produce performance reports on CMDB data validity and identify any Configuration Item (CI)-related data issues for CI owners


Collect, review and compile data from returned audit reports for CMDB accuracy purposes


Follow up on overdue audit reports and work with attribute owners to ensure timely completion


Escalate any data or process compliance issues to Process Lead and/or management


Run on-demand discovery within the Service Management tool to introduce newly-provisioned servers into the CMDB


Work closely with Problem Management, Change Management, Release Management, the Support Center and all Service Delivery processes and the Information Security group


Work closely with Change Management process and personnel to escalate unauthorized changes identified through baseline audits and discovered CIs with no corresponding RFCs


Play a key role in the development and management of the policies, processes and procedures associated with Configuration Management


Assist with the communication of Configuration Management processes and procedures


Assist with the maintenance and updating of Configuration Management process documentation


Provide Configuration Management support for the annual SOX, PAA and SSAE16 Audit exercises





Experience architecting, implementing and supporting a Configuration Management Database that supports IT decision making.


Project-related experience implementing services for business teams or consumers


CMDB experience, specifically, pertaining to integration with other platforms/tools, coordination with deployment pipeline activities/capabilities, quality assurance of data (compliance, correctness, currency)


Self-starter with the ability to work independently or as part of a project team with limited supervision


Experience working on Agile teams (Scrum or Kanban)


Experience with ServiceNow platform preferred


Typical Education


BS Degree or equivalent work experience





Typical Range of Experience


Typically have 5+ years of directly related experience.





License or Certification


ITIL v3 Foundations certification required


ITIL v3 Practitioner certification preferred

Keywords: Infinity Consulting Solutions, Santa Ana , Process Manager, ITSM, Executive , Santa Ana, California

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