مدير تغييرات تكنولوجيا المعلومات

Department: IT Change Management

1. Position Details

• Job Title: Senior Specialist Configuration Management
• Department: IT Change Management
• Reports To: Executive Manager IT Change Management
• Proposed Start Date: TBD
• Work Location: Riyadh

2. Job Description

• Responsible for implementation and maintain SAMA ITG Framework System Configuration Management domain with maturity level 3.
• Review and record configuration items for change (RFCs)
• Responsible for managing the Infrastructure Discovery and Application/Service Mapping lifecycles
• Manage the transition of configuration management related changes from the development to operations team.
• Coordinate the operation support team for discovery of configuration items.
• Monitor and report configuration management related KPIs & KRIs.
• Govern the configuration management process and maintain all configuration documentation (policies, procedures, templates, etc.)
• Produce Weekly\Monthly\Quarterly progress reports and dashboards
• Ensure the CMDB tasks related to every change request proper closed and reviewed.
• Validate the configuration items in term of scope, impact and release window prior the approval.
• Key Responsibilities:
• Managing Discovery Schedules and Patterns
• Creating, monitoring, and optimizing discovery schedules to ensure optimal performance and data accuracy.
• Troubleshooting and Error Resolution
• Investigating and resolving discovery errors related to permissions, access, and data discrepancies
• CMDB Data Quality
• Maintaining the accuracy and integrity of the CMDB by addressing stale CIs, reconciling data discrepancies, and ensuring data quality.
• Discovery Integration
• Working with different teams to integrate new data sources into ServiceNow and ensure data reconciliation.
• MID Server Management
• Managing and optimizing MID Servers, including capacity planning and configuration.
• Custom Pattern Development
• Developing and implementing custom discovery patterns to meet specific business requirements.
• Collaboration and Communication
• Working with various IT teams, including network, security, and application teams, to ensure proper integration and access
• Documentation and Reporting
• Creating and maintaining documentation for discovery processes and providing reports on CMDB health and discovery performance.
• Required Technical Knowledge:
• Knowledge in configuration management lifecycle
• Knowledge in configuration\cmdb management processes
• Knowledge in ITIL Service Management (Change, Asset, Release, Service Request and incident Management)
• Written and verbal communication skills are a must
• Knowledge on Microsoft Office Products
• Knowledge on ServiceNow Discovery, MID Server, Scheduling, Service Mapping & Its related troubleshooting
• Knowledge on Operating systems, Storage, Databases, Network and Discovery Tools
• Knowledge and hand on experience in implementation of Servicenow CSDM, Discovery & Service Mapping.
• Knowledge on SAMA ITGF, SCF and other banking frameworks.

3.Qualifications and experience:

• Bachelor's degree in information technology, Computer Science, or related field (master's preferred).
• ITIL V4 Certification (Mandatory).
• Certifications in project management (PMP, PRINCE2) or service management tools are a plus.
• Experience in ServiceNow ITOM Platform (preferred).
• Above 5 years in same field.
• Banking background (preferred)