IT Configuration Manager

TVH is looking for a highly skilled and experienced ITIL v 4 Configuration Manager to join our IT Service Management (ITSM) team. The ideal candidate will have a strong background in ITIL Configuration Management practices handson experience with ServiceNow as the ITSM platform a strong understanding of the Common Service Data Model (CSDM) framework and will act as a backup to Change Manager.

As the Configuration Manager you will manage the lifecycle of the Configuration Items (CIs) within the ServiceNow Configuration Management Database (CMDB) and ensure alignment with Agile and DevSecOps practices. You will work collaboratively with various teams to maintain the integrity accuracy and completeness of the Configuration Management processes.

Your role and responsibilities

As Configuration Manager you will drive improvements and foster collaboration among teams to ensure the success of our Configuration Management practice.

This will involve:

• Process Owner: Serve as the Process Owner for the Configuration Management process and procedures including documentation communication and continuous improvements to support our KPIs.

• ServiceNow CMDB Management: Oversee the administration of the ServiceNow CMDB ensuring the proper configuration and management of CIs including hardware software and network assets.

• CMDB Health and Maintenance Oversee the health of CI records in the ServiceNow CMDB throughout their lifecycle ensuring data accuracy and completeness. Collaborate with teams to proactively address CMDB health findings including resolving issues such as duplicate records missing attributes orphan records and stale records.

• Configuration Management Process: Lead and support the design implementation management training and continuous improvement of Configuration Management processes including establishing and running the Configuration Control Board (CCB) in alignment with ITIL v4 best practices.

• CI Lifecycle Management: Manage the lifecycle of CIs from creation and update to retirement ensuring proper documentation change tracking and relationships between CIs.

• Collaboration and Planning Work with other process areas such as Change Management Release Management Incident Management Problem Management and Environment Management to coordinate proactive planning for systems or products that impact the existing CMDB baseline. Assist with the identification of models and model categories that affect the CMDB and ensure proper configuration controls are in place.

• CI Data Accuracy: Perform regular audits and reviews of CIs in the ServiceNow CMDB ensuring data accuracy completeness and compliance with organizational standards.

• Change Management Collaboration: Work closely with the Environment Change and Release Management teams to ensure proper handling of CIs during changes and incidents as well as conducting thorough impact analyses and ensuring affected CIs are accurately identified and related. Identify and mitigate configuration drifts providing solutions to maintain system consistency. Work with production to understand the impacts of changes such that released changes are clearly understood and trackable.

• Reporting & Metrics: Develop and deliver regular reports and dashboards on Configuration Management metrics including CI accuracy database health and audit findings.

• Stakeholder Communication: Collaborate with internal and external stakeholders including IT operations security and development teams to ensure the alignment of Configuration Management with business and technical needs.

• Continuous Improvement: Identify opportunities for process improvement and automation in the Configuration Management lifecycle leveraging ServiceNow capabilities and thirdparty integrations.

• Compliance & Risk Management: Ensure that Configuration Management processes comply with relevant regulations standards and internal policies.

• Guidance and Documentation Provide guidance and documentation to system owners and CI owners for conducting searches validating records and mitigating issues within the CMDB. Develop and distribute clear instructions to ensure consistent processes for maintaining CMDB integrity.

How to succeed

We are looking for someone who understands how to leverage ServiceNows CMDB and CSDM framework to manage relationships between services applications and their CIs. Someone who can ensure data is consistent accurate and aligned with ITIL and engage with the different teams within IT where closer collaboration is required.

Requirements:

• A Bachelors or Master Degree in Computer Information Systems or Computer Science

• At least five years of experience in a Configuration Manager role or a similar position.

• Extensive knowledge and handson experience with ITSM applications and ITIL processes with an ITIL v4 Foundation certificate or higher.

• Extensive experience with ServiceNow specifically the IT Service Management (ITSM) and IT Operations Management (ITOM) modules and thirdparty integrations.

• Strong understanding and practical application of ServiceNow CSDM including how to define and manage services applications and their relationships.

• Handson experience with ServiceNow Discovery and Service Mapping to identify and map relationships between infrastructure and business services is a plus.

• Experience in managing largescale infrastructure and complex service landscapes.

• Experience in data governance process design and optimization and service management automation.

• Familiarity with Release and Change Management processes and integrations with CSDM for managing the lifecycle of services and applications.

• Ability to develop and maintain process documentation reports and presentations

• Excellent analytical and problemsolving skills.

• Strong interpersonal and communication skills with the ability to work effectively with crossfunctional teams.

• Proven track record of working in a multinational organization with an international scope.

• Strong organizational time management and followup capabilities.

• Demonstrated flexibility initiative and a proven ability to deliver timely and highquality results.

• Teamoriented with a positive and collaborative attitude.

• Committed to promoting and aligning with the mission vision values and culture of TVH.

• Demonstrate proficiency in both Microsoft (Word Excel and PowerPoint) and Google Suite (Mail Calendar Google Meet Sheets Slides Drive).

• Ability and willingness to travel domestically and internationally on occasion.

Whats in it for you

• A competitive salary with benefits such as a company car meal vouchers and insurances.

• Flexible working hours home working and a healthy worklife balance.

• 20 paid vacation days and 12 WTR days.

• An easily accessible work location (but remote work is also possible).

• A peoplecentric culture where your fitness and mental wellbeing matter.

• Lunch breaks and sports facilities in TVH Park the companys green zone.

• Access to LinkedIn Learning and many inhouse (and external) training courses.

• Fun after works and other optional events (e.g. TVH Kaffee).

People are at our heart

TVH is a global business with a family atmosphere where people are at the center. We value clarity mutual respect kindness and open communication. Our people are downtoearth easy to work and engage with. We welcome differences and celebrate new ideas.

About TVH

TVH is a parts specialist for quality parts and accessories for material handling industrial vehicles and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is wellknown for its unstoppable craving for innovation.

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