Director, Configuration Management (SACM)

New York City, NY-posted 3 months ago

Full-time

Brooklyn, NY

5,001-10,000 employees

Justice, Public Order, and Safety Activities

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The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology. The Director of Configuration Management (SACM) is the Process Owner for the Service Asset and Configuration Management process. The role is responsible for ensuring the CMDB meets its goals in terms of scope, accuracy, and usability to provide support to the ITSM processes and benefit to the organization. The role provides technical and strategic direction for the area, and day-to-day direction to a team of SACM Specialists.

Manage day-to-day operational aspects of the Service Asset Configuration Management team (includes data governance, data validation, task approval, working with the CI Custodians)
Directly manage staff responsible for SACM
Define and drive strategic direction to progress CMDB quality and process efficiencies
Work with stakeholders to gather and document new requirements
Work with the architecture and development areas on new SACM requirements. Test, approve, and demo functional changes to stakeholders
Institute policies and procedures concerning services, methods, standards, and scope for providing services
Publish CMDB Governance metrics, and establish CMDB data remediation processes: work with support teams, partners, and stakeholders to ensure CMDB quality
Implement, configure, and maintain all CMDB processes, work instructions and activities in compliance with the information technology infrastructure library (ITIL) framework
Ensure support documentation exists for the CMDB. Ensures internal processes, procedures, tools, data definitions are documented, maintained with accuracy, and are adhered to in day-to-day operations
Assist in defining and registering of configuration items (CIs); the appropriate level of attributes, and relationships required to support IT Service Management (ITSM) processes
Establish CMDB Data governance processes of measurement and remediation
Reconcile CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories
Support the design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data
Ensure that changes to the Configuration and Asset Management methods and processes are properly approved and communicated to staff before being implemented
Oversee special projects and initiatives as assigned

A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field
An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in '1' above
Education and/or experience equivalent to '1' above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in '1' above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in '1' above

Bachelor's or associate degree in computer science, information technology, engineering or business administration + 5 years experience, or 8 years' equivalent experience
ITIL v3/2011 Foundation certification and applied knowledge of real-world ITSM environments, specifically knowledge of Incident and Change processes
Experience in managing direct reports, and being responsible for a functional area
Experience in strategic planning, and project implementation
Ability to work across the organization to maintain communication channels with the Infrastructure Project Delivery teams, vertical leads, and 3rd party vendors to ensure successful implementations
Practical experience of ServiceNow CMDB, hardware and software asset management, and configuration management, discovery, and service mapping implementations
Demonstrable technical understanding of ServiceNow CMDB including knowledge of Class model, CSDM, Business rules, and data policy controls
A strong customer service attitude is required
Ability to manipulate data in common tools such as Access or Excel including use of functions and macros
Ability to analyze data trends and produce quality documentation such as requirements, process flows, procedures, and policy documents

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