What are the responsibilities and job description for the ServiceNow Configuration Manager position at Fisher Investments?
Overview
It's an exciting time to be a member of the Fisher Investments Technology Department. We're investing in the future of our firm's technology and are building our team to achieve global growth. We are looking for a ServiceNow Configuration Manager to support our Infrastructure and Operations team. If you are looking for an opportunity to make a difference as we develop scalable and strategic solutions to support our global growth, we want to hear from you!
The Opportunity:
You will help manage Firm's Configuration Management Database (CMDB) and ensuring compliance of Configuration Management processes and policies. You will work with team members across different departments to update the CMDB for any changes to assets. You are a promoter of the Change Management procedures, ensuring all changes are complete and accurate and proper approval processes are followed. You will develop process improvements for Change and Configuration Management and support Disaster Recovery processes and the readiness of the Disaster Recovery environment. You will report to the Vice President of End-user Support.
The Day-to-Day:
- Manage the daily activities of the process, including establishing priorities and work assignments
- Manage integration with CMDB and other IT systems and tools
- Maintain integrity and accuracy of the Firm's CMDB including service mapping between IT configuration items, assets, applications, and business processes
- Work with various teams for asset validation and reconciliation
- Support audits with evidence of compliance
- Identify process improvements and opportunities around Change and Configuration Management
- Track compliance to procedures and resolving or escalating any compliance issues
- Review critical incident outage resolution results and responses and dispositions of failed changes due to issues related to the configuration management system (CMS)
- Facilitate communication and engaging business and IT management to encourage CM efforts and value propositions
- Engage with strategic projects to ensure configuration management and deliver the required CMS functionality within project timeframes
- Review and approve all changes to the CMS infrastructure where applicable
- Review and approve significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed
- Mentor the organization of CM services, concepts and procedures
- Provide and approve all requirements, use cases, user stories to support new or improving CMS functionality
- Review and publish configuration management reporting
Your Qualifications:
- 5 years of ServiceNow experience:
- 4 years of experience with the ServiceNow CMDB and how it supports other ITSM processes (e.g.: Incident, Problem, Change, and Asset Management)
- Bachelor's Degree in Information Technology, Computer Science, or related field or equivalent experience required
- Experience with SAM and HAM policies, procedures, and best practices
- Experience of IT Configuration, Asset Management processes, ServiceNow CMDB framework and CSDM latest version
- Familiar with the processes that consume CMDB data e.g. Incident, Problem, SDLC, Asset, and Change
- Proficient in integrations, and comfortable with API usage and able to create reports for KPIs
- Understanding of ServiceNow Discovery and Service Mapping tools
- Must have advanced project management and client interfacing skills
Why Fisher Investments:
We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:
- 100% paid medical, dental and vision premiums for you and your qualifying dependents
- A 50% 401(k) match, up to the IRS maximum
- 20 days of PTO*, plus 10 paid holidays (*17 days of PTO and 3 days of sick time for California employees)
- Family Support programs including 8 weeks Paid Primary Caregiver leave, adoption assistance and back-up child care
FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER
