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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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