Configuration Manager

Configuration Manager

Prov International (Philippines) Inc.
5-15 years
Not Specified

Job Description

Change and Configuration Manager is responsible for management and operation of change and configuration management processes across MDIT to deliver the required process outputs. Will handle the process related tasks on a day to day basis and monitor the process’ deliveries. Will recommend necessary changes/updates to ensure process efficiency and stability and work with the process owner to implement them. Will respond to queries and train relevant users on the respective processes or part of processes. Be the focal point for the ITSM tool, ServiceNow, in the respective process areas and ensure the correct workflow is in place and is adhered by all parties.
Responsibilities includes but are not limited to:

Process Ownership:
  • Perform the role of Change and Configuration manager
  • Review and update existing processes and documents
  • Reflect process updates in Sirius
  • Identify improvement areas on the process and on Service Now in terms of its use for the process
  • Delivering the KPI’s agreed with MDIT management
  • Ensures that the processes, process roles, process activities, process interfaces and the supporting systems and tools combine to produce the desired levels of process maturity and efficiency
  • Responsible for communication, training and implementation of process changes across all service teams
  • Share and implement best practices across teams
  • Willingness and flexibility to travel as per business need
  • Able to work on shifts (24 x 7 x 365) and on demand when business needs
  • Responsible for daily, weekly or monthly report for the KPIs of the processes
  • Continuous improvement – the processes evolve, improve and mature via improvement initiatives and plans
Change Management:
  • Owns, enforces, and manages the Change Management process across all areas of MDIT to ensure that IT changes provide business value and do not negatively impact current operations
  • Leads the Change Advisory Board (CAB) meeting to ensure that changes are effectively reviewed and assessed cross-functionally before being authorized for deployment

Configuration Management:

  • Accountable in establishing and managing the Service Asset and Configuration Management policy and processes
  • Integrating the SACM process with other ITSM processes such as Incident, Problem and Change Management
  • Manage information governance on all service assets and configuration items to ensure they are up-to-date and valid
  • Execute population of the CMDB
  • Define and implement control measures in our CMDB
  • Identify, record, report and audit configuration items including versions, and relationships

Skills

  • Self-Motivated with the ability to work independently and with high personal integrity
  • Strong process knowledge
  • Strong service professionalism mentality
  • Quality mindset
  • Excellent stakeholder management
  • Ability to work in a multi-cultural environment
  • Ability to build strong working relationships with peers, senior colleagues and professionals
  • Excellent English skills – both Oral and Written
  • Excellent knowledge and experience in ITIL (v3/v4)
  • Overall IT-support knowledge
  • Proactive and focused on Continuous Service Improvements
  • ITSM Suite: ServiceNow (Paris, Preferred), ServiceNow reporting module, Discovery
Experience

An ideal candidate in this position should have at least 3 years of Change Management and strong Configuration management experience, preferably from a similar position, with relevant ITIL process experience of minimum 2 years.

Interested applicants may send their resume to [Confidential Information]

ProV was founded in 2003 to reduce IT complexity by using services and technologies that don't get in the way - powerful enough to meet the complex demands facing today's enterprises. By streamlining processes, we help companies improve productivity and reduce errors while still saving money. We've assembled a great team to help streamline enterprise day-to-day processes and change how IT implementation, management and support work. Now, ProV is a team of over 600 peers across offices in the US, Germany, India and the Philippines.

Our Shared Mission and Values

Our mission is to help companies thrive by enabling all processes to work together effortlessly.
Our values are commitments to each other. They provide the backbone for our company processes and daily interactions. We believe that, in the long run, these commitments lead to a thriving culture and a more successful business, for ourselves and our customers.

Inclusion is part of our company culture and essential to ProV’s future. We continue to nurture and create opportunities for the next generation, relying on our talent pool’s diverse background to innovate and inspire. More importantly, we see hundreds of ProV employees speaking over 17 languages and working together. Our core values celebrate those differences and the rewarding experiences our customers enjoy

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