Director of Configuration Management Database Process-EITS

NYC Health + Hospitals - New York, NY3.8

Full-timeEstimated: $100,000 - $140,000 a year
EducationSkills

JOB SUMMARY

The Director of CMDB Process will establish processes to identify and load CI's into ServiceNow

The Director of CMDB will help identify ServiceNow CMDB value to the business along with identifying and adding new CI Types. He/she will perform ServiceNow CMDB audits, work with CI Owners to help maintain their data, validate Discovery Data before committing to ServiceNow CMDB and validate Relationships and Mapping data before committing to ServiceNow CMDB. The Director of CMDB will resolve CI conflicts and duplicates before committing to ServiceNow CMDB. He/she will have three (3) plus years' experience in defining, updating, deploying and managing ITSM/ITIL processes, roles and technology to support (ITSM) practices for mid-large organizations, ITIL foundation certification, strong experience and knowledge of ITSM in particular the Configuration management principles, methodologies and tools an understanding of data models, and data relationships, especially as they relate to configuration management and the ServiceNow CMDB, a high level understanding of data center infrastructure and corporate desktop environments along with clear written and verbal communication skills.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Establish process to identify and load CI's into the ServiceNow CMDB
  • Help identify ServiceNow CMDB value to the business
  • Help identify and add new CI Types
  • Perform ServiceNow CMDB audits
  • Work with CI Owners to help maintain their data
  • Validate Discovery Data before committing to ServiceNow CMDB
  • Validate Relationships and Mapping Data before committing to ServiceNow CMDB
  • Resolve CI Conflicts and Duplicates before committing to ServiceNow CMDB
  • Build and maintain CI relationships within the ServiceNow CMDB
  • Work with CI Owners to identify and understand CI relationships
  • Use and administer the CI Discovery tools/solutions that will feed into ServiceNow
  • Work with CI owners to implement any scripts required to feed ServiceNow CMDB or enable Discovery services
  • Work with ServiceNow administrator to implement any scripts required to process data feeds and update the Service CMDB
  • Establish ITSM standards for multiple ITIL processes, to include identification of interdependencies between defined processes desired
  • Conduct Process Management responsibilities.
  • Leads and delivers key project-based initiatives as well as maintaining ongoing operations
  • Collaborates with IT & Process Owners, and Process Stakeholders to gather and analyze needs, translating these needs into requirements
  • Develop, evaluate, standardize, & maintain new & existing ITIL/ITSM processes that support IT processes, and make enhancements based on findings from analysis
  • Creates thorough and accurate documentation for ITIL/ITSM processes
  • Provide leadership for the implementation of ITIL/ITSM processes.
  • Establishes and supports controls and procedures to review, assess, prioritize, & track compliance to requirements incorporated into tool and process designs
  • Collects and provides key management reporting of KPIs & metrics to subsequently measure, review & analyze the effectiveness & efficiency of ITIL/ITSM processes
  • Communicate, liaise & conduct organizational change management with various departments and levels in the organization to facilitate implementation of new or improved process changes – verbally and/or through written documentation
  • Identify, analyze, prepare risk mitigation tactics
  • Identify and manage anticipated resistance
  • Maintain process documentation
  • Maintains up to date knowledge of industry best practice standards. Supports the enterprise by providing information on best practice implementations.
  • Other duties as assigned

QUALIFICATIONS / EXPERIENCE/ DEPARTMENTAL

  • 2-4 year technical oriented degree, or equivalent work experience with technical product and application support, or equivalent work experience with healthcare business processes
  • Five (5) plus years' experience in developing ITSM/ITIL processes, roles and technology to support (ITSM) practices for mid-large organizations. Experience defining, updating, deploying and managing
  • ITIL Intermediate certification
  • Excellent interpersonal, communication, collaboration and documentation skills.
  • Asset Management Experience
  • Prior configuration management tool experience e.g. ServiceNow
  • Experience in a healthcare domain
  • Passion for providing excellent service to all internal customers
  • Participate in special projects as needed and perform other duties as assigned
  • Must be able to work independently as well as work as part of a fast moving team
  • Bachelor’s Degree with a major in Mathematics, Engineering, Business

Administration, Accounting, Finance, Economics or related disciplines; and

  • A minimum of Eight (8) years of experience in the field of data processing and computer systems and applications
  • At least three years of experience in a managerial position as head of an E.D.P. or

Information Systems Department, Manager of Systems Analysis or Development, or

Manager of Programming; and

  • Strong technical knowledge of computer systems capabilities, administrative and

financial E.D.P. systems and applications and computer usage in the health care field;

Job Type: Full-time

Experience:

  • Developing ITSM/ITIL: 5 years (Required)
  • Healthcare Domain: 3 years (Required)
  • Configuration Tool Management: 3 years (Required)
  • ServiceNow: 3 years (Required)
  • SNMP, SYSLOG, RMON Messaging: 3 years (Required)
  • Netcool Omnibus: 2 years (Preferred)
  • PERL, PYTHON, POWERSHELL: 3 years (Required)
  • ScienceLogic: 5 years (Required)

Work Location:

  • One location