Responsibilities :
- Candidate will be accountable for the day- to- day activities of the management and asset and configuration management processes
- Plan, execute and manage a population of the configuration management database (CMDB)
- Work with stakeholders to leverage reporting and system data to ensure currency of the data
- Support architectural decisions around data structure
- Track and control configuration items and assets, ensuring that changes are assessed, approved and implemented in a controlled manner
- Distribute and present information to a variety of customers and stakeholders
- Ensure compliance and monitor alignment with corporate and IT policies, processes and procedures as well as with strategic objectives
- Provide status reports for regular touch- points with all levels of leadership
- Maintain a customer- focused mindset while designing processes
- Gain insights into customer pain points, challenges, and needs, and build strong customer and stakeholder relationships to achieve shared objectives
- Be responsible for maintaining currency with the methodologies, frameworks, and trends of service management and related processes
- Work closely with team members and management to implement and support effective solutions for ITSM
- Maintain currency with technology, standards, and best practices
- Supports process improvement efforts within the team and across IT
- Perform other related duties as assigned or requested
Education Experience:
- Minimum 3 years of experience in information technology or service management
- Knowledge and experience managing a change process and experience facilitating Change Advisory Board (CAB) activities
- Knowledge and experience building IT asset and configuration management functions, processes and audits
- Strong understanding and experience in ITIL service management processes
- Experience producing technical writing in multiple formats including end- user documentation, operations guides, technical reports, and technical process flows
- Experience presenting ideas and solutions in non- technical, business- friendly terms
- Experience in implementing ITIL- based processes
- Experience with ITSM solution systems
Technical Requirements and/or Certifications:
- ITIL v3 Foundation or equivalent certification
- ITIL Service Lifelong certification in Service Transition
- ITIL Practitioner certification in Release, Control, and Validation; or equivalent work experience
Knowledge, Skills, and Abilities:
- Confident, clear and concise communication skills
- Proven analytical and problem- solving abilities
- Proven ability to facilitate meetings with many stakeholders, including ITS and university leadership
- Ability to develop positive working relationships and a strong rapport with team members
- Ability to assess the criticality of problems and prioritize accordingly