TMX is looking for a well-experienced leader to join its IT and Procurement function, and be accountable for managing the IT Configuration and IT Asset Management process as enabled by the Configuration Management Database (CMDB) and IT asset database in TMX’s Enterprise ServiceNow instances.
The Strategic Asset Management & CMDB Leader will be accountable for preparing and enforcing domain taxonomy, processes, policies, procedures, and technology to address organizational, operational, regulatory, audit and reporting requirements for managing IT assets. This resource will bring value to the organization by understanding its current state, anticipating future needs, and executing on efforts to deliver the operational excellence. The candidate must be able to collaborate, inform and influence a broad group of senior Stakeholders across the Enterprise and in doing so, help develop and implement best in class ITAM and CMDB practices, including designing and transforming ITAM and CMDB disciplines, their governance, processes, technology solutions, ongoing operational support and continuous service improvement. Lead initiatives such as efficient discovery, service modelling, IT asset spend optimization, data analytics and reporting, and asset and license renewals.
Job Knowledge and Functional Responsibilities :
SITAM and CMDB Framework
Promote and advocate the value of Strategic IT Asset Management and CMDB as an enabler for IT Service Mgmt. This includes developing and implementing a Strategic IT Asset Mgmt and CMDB Framework that encompases, strategy, policy, governance, approaches, and practices across the spectrum of technology assets used within the organization
Continuous Improvement of current standards, processes, and procedures with respect to ITAM and CMDB.
Strong collaboration with all stakeholder groups, including vendors, to understand challenges and gain consensus on improved system and operational solutions.
Proactive identification of audit or control related risks and ownership of their documentation, remediation or mitigation.
Focus on maximum levels of process automation throughout all areas.
Develop reporting on remediation of technology asset-related risks and progress of optimization activity, including breaches to established SITAM policy
Provide Finance and Strategic Sourcing & Vendor Management with data to support the analysis of technology asset project and maintenance budgets and business cases
Assign responsibilities for subdisciplines, such as software asset mgmt (SAM), hardware asset mgmt (HAM) and IT asset disposition (ITAD)
Supervise the organization’s response to software vendor license compliance audits or license validation requests, in consultation with sourcing advisors and vendor managers.
Usage of industry best practices where possible e.g. ITIL
ServiceNow CMDB, IT Asset Database, and Auto-Discovery Management
Collaborate with Stakeholders as required to define, document and enforce the logical and conceptual data model for the CMDB.
Delivery of a single, reliable source of truth for all configuration items.
Design of CMDB for specific use cases as needed e.g. patching and vulnerability management, request automation, business continuity management.
Management and improvement of auto-discovery processes and procedures, ensuring alignment with ServiceNow-recommendations for CMDB and discovery configuration.
Delivery of new CMDB solutions such as optimized discovery schedules, new data structures, interfaces to other systems (e.g. Workday) or ServiceNow modules.
Delivery of improvements by working in collaboration with various stakeholders including the ServiceNow platform/product manager, infrastructure, and information security partners.
Provision stakeholders with access (including training) to asset and CMDB data in support of essential activities required to support the effective running of the business
Proactive identification, governance and remediation of data and functionality gaps in ServiceNow CMDB and auto-discovery.
Communication of system and process enhancements.
Enforcement of data integrity across the CMDB, and timely resolution of Asset or CMDB tool specific problems or incidents
Integration of industry best practices into all designs.
Policing of Stakeholder groups who have a requirements to feed data and configuration item updates into ServiceNow, leveraging automation and workflow capabilities within ServiceNow where possible
Delivery of regular process reports and analysis on data quality, ensuring services levels are met or exceeded.
Ownership, maintenance and enhancement of existing asset and configuration management processes and procedures. Update of standards documentation on a regular basis.
Completion of data uploads with accuracy.
Investigation of any fundamental system or process issues, as needed e.g. auto-discovery credential errors, duplicate or missing data.
Identification and prevention of unauthorized changes to the CMDB.
Execution of periodic CMDB data certification campaigns.
BS degree in Information Systems, Computer Science, Computer Engineering or equivalent. Graduate degree in Computer Science or related field, or MBA a plus.
At least 7 years of hands-on experience as a process owner in the CMDB and IT Asset Management products, designs and procedures, with a broad knowledge of asset and CI discovery tools, both agent-based and agentless.
In-depth knowledge of ServiceNow best practices and trends.
Thorough understanding of application and/or service modeling concepts and modeling execution in the CMDB.
Experience in hardware asset lifecycle, procurement, acquisition, deployment, and disposal concepts and methodologies.
Knowledgeable of both on premise and cloud infrastructure environments.
Proficient in reporting and analysis, particularly with respect to CMDB quality and process compliance.
Proficient in Service-Now auto-discovery and knowledgeable of the platform’s capabilities to interface with other systems like Workday
Proven experience of working collaboratively with teams in business and IT to exert influence to deliver services and processes within a matrix organization.
Strong customer service skills to ensure CMDB provides useful information to its end users
Ability to interpret, understand and prioritize business priorities and needs
Superior written, oral, communication and presentation skills – ability to prepare high quality reports and presentations for IT stakeholders, senior management, and customers.
Proficiency of ServiceNow administration and configuration is highly preferred.