Configuration Manager – CMDB in Dallas, TX at Advance Auto Parts

Date Posted: 12/29/2021

Career Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dallas, TX
  • Career Type:
  • Date Posted:
    12/29/2021

Career Description



Job Description

THE OPPORTUNITY

As a member of the IT Service Management Office (IT SMO), the Configuration Manager – CMDB plays a crucial role in our operational excellence strategy and is responsible for enterprise IT configuration management services and capabilities.  Leverage your diverse career experience and partner with cross-functional ITSM and technical professionals to continuously improve and deliver new solutions across the AAP IT landscape. AAP offers a dynamic work environment and is engaged in digital transformation to include artificial intelligence and automation for improved resilience, assurance and a superior customer experience.  Take your career to the next level at AAP, by delivering world class CMDB capabilities on the ServiceNow platform. We are a global team, committed to inclusion and diversity.  Highly qualified candidate can work remotely in this position. Limited travel may be required to Corporate office, located in Raleigh, NC.

Reports to the Asset and Configuration Manager and has the ability and authority to deliver the strategic roadmap and the daily end-to-end Configuration Management (CM) services in accordance with the Configuration Management Plan.


NOTE: OPEN TO REMOTE WORK ANYWERE WITHIN IN THE U.S.A

Configuration Manager Role and Responsibilities

  • Establish and maintain CMDB architectural standards in alignment with the ServiceNow Common Service Data Model (CSDM) and provide prescriptive guidance on service modeling within the CMDB in support of scalability, automation, and time to value of the Now Platform
  • Direct the work for team of 3 to 5 Configuration Management Analysts and mentor the organization on CM services, concepts, policies and procedures, compliance and resolution/escalation of issues
  • Develop and maintain AAP’s configuration models for services, assets, applications and infrastructure to enable key processes such as impact and cause of incident and problems, change planning and design and change risk and impact assessment, planning tech refreshes, software upgrades, optimize asset utilization by understanding which CI’s make up a service, enable service health reporting via service mapping
  • Establish and build relationship with other ITIL process owners, applicable tool owners and stakeholders to understand business objectives, data structure, and how CMDB and Asset Management processes will best support the enterprise and process specific objectives.
  • Facilitate communication and engage business and IT management to support CM efforts and value proposition.
  • Act as subject matter expert to support service design and service transition methodologies while engaging with strategic projects to ensure CM can deliver required CMS functionality within project timeframe
  • Oversee CMDB support services according to SLA, to include requests to provision and deprovision CI’s, and regular maintenance work such as CI discovery, identification and control, status accounting and reporting.
  • Continually improve process execution using automated means wherever possible and clearly document responsibilities and expectations of Service Owners or other stakeholders where manual maintenance is necessary.
  • Manage the day-to-day activities of the process, including establishing priorities and work assignments
  • Facilitate Configuration Management (CM) annual maturity assessment, data audit thru finding resolution,
  • Review critical incident outage resolution results and responses and dispositions of failed changes due to CMS related issues
  • Reviews and approves all changes to the CMS infrastructure where applicable
  • Reviews and approves significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed
  • Collaborate with ServiceNow platform management team to establish and support integration points such as AAP Data lake, financial systems, IT Service Continuity systems, SolarWinds, CrowdStrike, New Relic, Ignio and capacity planning for the ServiceNow platform. 
  • Enacts changes as directed by the Config Board
  • Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the CMS
  • Reviews and approves all requests for administrator log on credentials / access rights to the CMS infrastructure and support internal and external audits
  • Reviews and publishes configuration management reporting.
  • Oversee and support system testing activities

Qualifications

  • 10 years progressive experience in IT including network and data center operations, information security operations and/or database administration, data science or infrastructure architecture
  • At least 4 years of experience leading CDMB deployment and operations in Global Information Technology environment or large enterprise with diverse infrastructures and application portfolios.
  • 5+ years leadership minimum
  • Experience with ServiceNow platform Paris or newer and the CSDM, with ServiceNow certifications strongly preferred
  • Proven ability to provide thought leadership and design data structures across multiple domains and a system of management controls to maintain correctness, completeness and compliance
  • Experience delivering measurable outcomes, performance consistency and reporting results to key process partners and stakeholders
  • Demonstrate ability to measure and show value creation to the business through process efficiency, automation and ITSM process integration
  • ITIL V3/V4 Foundation preferred with at least 6 years’ experience leveraging ITSM and ITOM best practices supported by a Configuration Management System
  • Understanding of SDLC and various development and project methodologies such as Waterfall, Agile, DevOps, CI/CD, etc.
  • Bachelor Degree in Computer Science, Information Systems, Data Science or equivalent preferred