ServiceNow Configuration Manager

We are seeking a highly experienced Configuration Manager with demonstrable experience establishing configuration management goals and governance frameworks, implementing a CMDB and maturing configuration management practices and processes within a complex and diverse technical estate.

As a Configuration Manager operating within the ServiceNow Platform Team you would be accountable and responsible for defining and managing the Service Configuration Management practice and ensuring integration with the other IT Service Management practices such as Incident, Problem, Change and Release Management. You would be required to engage with all levels of stakeholders advising around governance and best practice process along with demonstrating CMDB value. You will guide the configuration management team on the overall priorities and will set the strategic direction and maturity targets.

The suitable candidate will have strong experience in Line-Mangement, Service Mapping and supporting maturity in CSDM.

• Line-Manage and mentor a team of CMDB analysts.
• Responsible for defining and delivering the strategic management and day to day operations of our CMDB within the ServiceNow platform including setting OKR's.
• Develop, implement and maintain policies and procedures for CMDB data governance, ensuring data accuracy, completeness and compliance.
• Promote CMDB utilization and value across key ITIL processes and stakeholders (Incident, Problem, Change, Request Catalogue).
• Collaborate with IT and business stakeholders to implement effective processes for onboarding/change/offboarding of configuration items and services.
• Provide regular reporting to all keys stakeholders covering governance, CMDB maturity, data quality and CMDB roadmap activities.
• Plan the Integration strategy for the CMDB with other master data sources.
• Implement and manage all aspects of configuration management best practice to support our business and its future growth opportunities.
• Implement and educate the business around ServiceNow's Common Service Data Model (CSDM) to optimize the benefits.
• Mentor the organization on Configuration Management services, concepts, policies and procedures.

This role is ideally suited to someone who has 4+ years' experience as a hands-on Configuration Manager (or similar responsibilities) preferably within an IT Service Management function.

• Strong Line-Management experience of a small team (ideally of CMDB Analysts).
• Extensive hands-on experience managing and maturing a CMDB within a ServiceNow platform including in-depth knowledge of ITOM Discovery and Event Management, Service Mapping (essential) and embedding into the core ITSM processes (Incident, Problem, Change & Request).
• Experience co-ordinating and managing data policies and ownership, integrating data from other master data sources and IRE.
• Previous experience introducing ServiceNow CSDM (beyond Walk Stage) and improving overall maturity (essential).
• Strong ITIL knowledge ideally ITIL v4.0 Foundation Certified.
• Good base level of Networking and infrastructure knowledge.

Organised team player, with strong communication skills and an eye for detail who is self-motivated striving for excellence.

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We're committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We're proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We're fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.