Primary Purpose:
The IT Configuration Management / IT Service Catalog Admin is primarily responsible for supporting the asset and configuration management process with partial dedication to the IT Service Catalog and Portfolio management. Candidate will run daily configuration management activities including the identification, analysis and control of hardware/software configuration changes, and the orchestration of CI data integrity and relationships. The individual will also manage the life cycle of the IT Service Catalog requests from initiation and ideology to deployment by facilitating service discovery with appropriate groups and managing the implementation of Service Catalog requirements within the IT Shop platform. Ultimately, this role will contribute to the Configuration Management Database (CMDB) and IT Service Catalog maturity process.
Job Deliverables
- Design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
- Design, development and implement workflow and reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy.
- Enact system audit practices and conduct audits to ensure data integrity.
- Reconcile the CMDB data when there are exceptions between CMDB, discovery information, and other authoritative production data repositories.
- Works closely with SCCM Team to ensure Services available in CMDB are accurate.
- Produce and execute a plan for implementing the Configuration Management processes for the CMDB.
- Work closely with desktop support team to maintain inventory of all hardware in IT-Shop (CMDB and configuration management system)
- Recommend robust configuration management procedures and standards for the current CMDB.
- Liaise and work with external partners and third party suppliers when necessary.
- Act as a key stakeholder supporting key CMDB tasks:
- Works with the System Analyst, Service Delivery Team and customers to plan configuration management accordingly
- Communicate CMDB activities to enhance general awareness of processes and standards.
- Create new and monitor existing hardware pools based on requests or needs.
- Develop and maintain process for tracking inventory of hardware in IT-Shop.
- Create new solutions to streamline request processes, reduce costs, and provide end-to-end asset management.
- Ensure that software descriptions conform to standard, cost is transparent, and workflows are maintained.
- Monitor License pools and work with varies team to request needed licenses.
- Develop solutions to enhance administration usage of IT Shop (i.e. - modifying Organizational structure, creating custom actions or services, etc.)
Education
Bachelor’s Degree (accredited school) or equivalent work experience with emphasis in:
- Computer/Information Science
- Information Technology
- Management Information System (MIS)
Knowledge, Skills & Abilities
Must have 5 + years (total) of experience in the following
Must Have:
- 2+years of hands-on experience with Service Catalog or Knowledge Management
- 3+ years of hands-on experience with CMDB
- Extensive exposure in a customer support organization implementing ITIL practices
- Broad understanding of all aspects of application and infrastructure components
- Preferable experience in developing and leading training
- Strong customer centric problem-solving skills
- Display effective organization and time management skills
- Demonstrate analytical skills to gather information from disparate sources to identify trends/gaps and build solutions.
- Display attention to detail.
- Display ability to work in a challenging and ambiguous environment.
- The ability to work across functional area to drive continuous improvement.
Knowledge, Skills & Abilities
Analytical Skills:
- Ability to collect data and establish facts and identify trends and variances
- Ability to integrate information from a variety of sources with varied levels of complexity
- Ability to review and interpret and evaluate statistical information
- Ability to formulate and test hypotheses for the purpose of forecasting outcomes
IT Skills:
- Ability to incorporate new technology into current and future business applications
- Ability to develop and execute hardware and/or software test plans and test specifications
- Ability to participate on an agile team for infrastructure set up
Other Skills:
- Knowledge of ITSM standards.
- Experience in managing intercultural IT projects.
- The fully trained individual must develop and maintain comprehensive knowledge of:
- Company Policies & Procedures
- Company Mission, Goals & Vision
- Departmental practices/procedures and how they apply to customers
- Interdepartmental relationships and their effect on company, departmental and individual goals
- Software that is applicable to the job
Nice to have:
- Computer troubleshooting experience.
- Experience with Scrum projects
- Experience with SCCM, vNext
- IT-Shop (DCON) development experience.
Job Competencies:
- Adaptability
- Analysis & Problem Assessment
- Innovation
- Planning & Organizing
- Problem Solution
Core Behaviors:
- Sees the "big picture" and thus understands relevant interrelationships.
- Participates actively in the development of a realistic strategy, which ensures the long-term sustainability of the organization.
- Acts responsibly towards community, environment and key stakeholders.
- Anticipates and addresses needs of customers and business partners.
- Focuses on customer benefit.
- Understands the global industry and competitive landscape and recognizes the implications for the organization.
- Builds and maintains strong relationships with key contacts outside the organization
Encourages innovation, creativity and "out-of-the-box" thinking.
- Perceives and capitalizes on trends relevant to own area of business.
- Uses effective strategies and methods to achieve the necessary change.
- Engages other relevant partners and wins their commitment.
- Cuts through ambiguity and paradoxes to speed up implementation.
Sets high standards and achievable goals for oneself.
- Contributes to a bond of excitement, pride and inspiration.
- Demonstrates a high level of performance and inspires others to similar achievement through own dedication.
- Gives constructive feedback.
- Recognizes the abilities of colleagues and supports them.
Cooperates closely and shares best practices across regions, divisions and functions.
- Demonstrates and supports an environment of "lessons learned" and continuous performance improvement.
- Places company interests above departmental interests.
- Contributes to an atmosphere of team spirit and common responsibility for results.
- Actively promotes an inclusive environment and capitalizes on diversity.
EEO Statement
Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law
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