IT Configuration Management Analyst in Seffner, Florida at Rooms To Go

Date Posted: 10/8/2020

Job Snapshot

Job Description

Position summary

Provide operational support for Rooms To Go through the administration of Configuration Management services. The IT Configuration Mgmt. Jr. Analyst is responsible for maintaining the CI data within the ITSM tool as well as reporting for proactive change, incident, and problem management. The IT Configuration Mgmt. Jr. will be responsible for maintaining CMDB dashboard metrics Compliance, Completeness, and Correctness. The IT Configuration Mgmt. Jr. will provide backup to ITAM analysts in the creation of POs and working with vendors. The position requires knowledge of Information Technology Infrastructure Library (ITIL) processes, Configuration Management, ServiceNow, and IT Operations Management (ITOM) procedures.

This role works under the guidance of the IT Configuration Mgmt. Sr. Analyst to perform all Configuration Management and CMDB functions. The ideal candidate should possess strong communication skills, be able to build cross-functional relationships, and the capacity for analytical thinking and performing mathematical calculations that will help drive decisions for IT. The ideal candidate should be capable of handling and prioritizing multiple ongoing initiatives. The candidate should possess a passion for quality, and excellent organization and interpersonal skills. Must be self-disciplined to work under minimum supervision and have excellent time management skills.

Essential Duties and responsibilities



 

ACCOUNTABILITIES:

• Work with various stakeholders and CI data owners to ensure the quality of the CMDB data is maintained and all Configuration Items are up to date

• Assist in the development of Configuration Management plans, policies, processes, and procedures.

• Update and maintain a Configuration Management Database (CMDB) within ServiceNow

• Maintain CMDB health metrics for Completeness, Compliance, and Correctness

• Assist Configuration Management Team maintaining ServiceNow CMDB and related functions

• Operate and maintain a centralized IT Configuration Management System (CMS) which accurately identifies and tracks all CIs to include both discoverable and non-discoverable.

• Maintain 'No CI Found' ticket inputs to improve CI reporting for Incident and Change Management

• Analyze configuration issues, as it pertains to Discovery, System OID classification, Integration, Etc.

• Participate in special projects as required.

• Develop training guides and communications regarding new features and functionality

• Responsible for conducting formal and informal training sessions with business and technical end users, as needed

• Build reports for data verification requests.



 

KEY OUTPUTS:

  • Output: CMDB Compliance and Reconciliation.

• Output: CMDB Updates and Accuracy

• Output: Resolve CMDB schedule manager errors

• Output: Development and Maintenance of Scorecards, Dashboards, and Reports

• Output: Project Deliverables

• Output: Completed service requests

• Output: Project Deliverables.

• Output: Process documentation

• Output: Knowledge Articles



 

KEY RELATIONSHIPS:

  • IT staff and management
  • Business staff and management
  • IT Project Management Office
  • IT Vendors


 



KEY PERFORMANCE INDICATORS:

  • Maintain 98% efficiency and quality in process documentation review and updates
  • Ticketing, Knowledge & Documentation Review score of 98% or better
  • Weighted ticket productivity of 1.0 or better
  • Maintain 98% efficiency and quality in process documentation review and updates

• Maintain 98% or better accuracy of the CMDB

• Maintain 98% or better of CMDB Health Scorecard

• Maintain a minimum of 98% accuracy of all discoverable assets



 

DIMENSIONS/SCOPE:

  • Supports users across several different RTG locations.



VALUE-BASED BEHAVIORAL COMPETENCIES:

 

Integrity:

  • Demonstrates commitment to RTG and its customers.
  • Takes personal responsibility for words and actions.
  • Maintains consistency between words and actions.
  • Acts in compliance with department, company, and industry standards.


 

Performance:

  • Holds self-accountable.
  • Demonstrates drive to excel.
  • Exhibits mature self-confidence.
  • Achieve Results


 

 

Progressiveness:

  • Exhibits customer service orientation.
  • Demonstrates flexibility and change.
  • Demonstrates analytical thinking.
  • Demonstrates conceptual thinking.


 

 

Teamwork:

  • Exhibits teamwork and collaboration.
  • Communicates effectively.
  • Understands and influences others.
  • Communicating and Influencing.

Qualifications

A combination of the experience, education, and training listed below which provides an equivalent background to perform the work of this position.

experience

• Candidates need to have verifiable expertise with:

o PC skills and Microsoft Office suite (Excel, Outlook)

o Excellent verbal, written, and interpersonal communication skills

o ITSM systems such as ServiceNow

• Candidates should have intermediate knowledge of:

o Organizational skills

o Analysis and Planning

o Time management skills

o IT Configuration Management

o CMDB -- Configuration Management Database

o ServiceNow Module Configurations

o ServiceNow reporting and dashboards

o ServiceNow Discovery and related functions

• Candidates should be familiar with:

o IT Service Management

o ITIL Foundations

o CMDB Discovery ServiceNow preferred

education and training

• Bachelor's Degree in Computer Science, Information Technology, Finance, or an equivalent combination of education and 2 years minimum in IT performing Configuration Management or related practice.

• Demonstrated experience creating, updating, and maintaining CMDBs, Asset Management Databases, and other assets/configuration management repositories in a complex IT environment

• Considerable experience identifying and tracking CIs in a complex IT system.

• Must have experience with Asset/CM automated toolsets, such as ServiceNow

• Considerable experience with ITILv3 and IT Operations Management (ITOM) best practices

• Formal training in ServiceNow CMDB Fundamentals is preferred

• Formal training in IT Service Management.

physical demands / working conditions

• Occasional after-hours or weekend work may be required.

• The physical demands and characteristics of the work environment described here are representative of those occurring in the performance of the essential functions of this job.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the essential functions of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

• This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and employee, and it is subject to change as the needs of the employer and the requirements of the job change.