SM Application Portfolio and Configuration Management Process Analyst

Job Title: SM Application Portfolio and Configuration Management Process Analyst  

Job Summary:

The Application Portfolio and Configuration Management Process Analyst is responsible for performing configuration management activities including tracking compliance, resolving data discrepancies within APM (Application Portfolio Management) and CMDB (Configuration Management Database) and other data repository tools, completing defined tasks with regard to creation of configuration plans, project intake, documentation updates and audit activities. Additionally, the role helps ensure that the mechanics of the processes are monitored, followed as specified and that the organization is in compliance with it. The role also assists Process Owners by providing reporting and analysis of process operations with a goal toward improving efficiencies and costs. The role will also assist with completion of routine work requests associated with the processes and identification of the areas for improvements.

Essential Functions of the Job:

• Define, implement, communicate Application Portfolio and Configuration Management process
• Gather and process a data to identify process performance areas and measurements
• Identify process gaps, propose corrective actions and remediation plans, address defects to appropriate teams for resolution
• Propose and develop solutions based on the business requirements of different users in the enterprise
• Identify areas for continuous process improvement and help develop strategies to enhance the process based on customer feedback and requirements
• Assist with designing workflows and process strategies to improve overall business performance
• Preparation and publishment of a regular data audit reports to APM, CMDB stakeholders with quality rules and KPIs
• Assist with defining business requirements
• Contribute to product management, propose tool enhancements and developments based on business requirements, support testing
• Work collaboratively with external teams/ individuals to get data issues addressed and resolved
• Application Portfolio and Configuration process documentation maintenance, review and updates
• Use own experience to drive process initiatives following industry best practices and tools

Analytical/Decision Making Responsibilities:

• Monitors/analyzes configuration data and compliance activities to identify trends, discover anomalies, and ensure proper management of the Application Portfolio and Configuration Management process
• Demonstrates analytical and systematic approach to problem solving
• Empowered to liaise with other functions in IT Services to establish quality improvement in managed processes
• Ability to clearly and accurately document tasks
• Demonstrates the ability to follow documented steps within the procedure documentation
• Encouraged to question management in the suitability of tasks assigned, when direct conflict between those tasks and other tasks/goals show potential conflict.
• Demonstrates an understanding of urgency, timelines, and questions items delegated to them not fully understood at the time of delegation
• Determines when to escalate to management as opposed to following scripted procedures, depending on the seriousness of the anomaly

Knowledge and Skills Requirements:

• Demonstrates a fundamental knowledge of Application Portfolio and Configuration Management process principles and how it interacts with other processes/ services in the enterprise
• Good knowledge and understanding of APM, CMDB with a practical application
• Proven experience on working with data repository, data reconciliation, clean-ups, deep dive analysis
• Understanding of ServiceNow APM, CMDB data model, discovery tools, integrated data feeds etc.
• Well-rounded knowledge of ITIL Service Lifecycles and Service Management Processes (like Change, Incident, Problem)
• Basic knowledge of IT Operations, Applications, Systems and Infrastructure
• Ability to work autonomously as well as within a team environment where necessary
• Demonstrate practical knowledge and professional capabilities to introduce best practices for IT Service Management systems and consequently improve the organization’s IT processes and services, effectiveness and overall performance.
• A strong working knowledge of Microsoft Office products including Excel, Visio and PowerPoint as well as knowledge sharing tools such as SharePoint, Yammer Microsoft Teams to manage activities and discussions.
• Fluent English language skills (verbal and written)
• Experience working in a global environment and virtual teams across the enterprise
• Strong analytical skills, problem solving and communication                                                                                                                                                                                                     

Supervision Responsibilities:

Works under direct supervision but is expected to work autonomously; specific instructions are usually provided, and work is reviewed at frequent milestones; determines when problems should be escalated to a higher level; there is an expectation that this individual will also be able to work under own initiative to achieve agreed goals; there are no direct reports to this role. Assigned staff may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones.

Job Requirements:

Education:

• Graduated a College/University in related technology field (Computer, Engineering, Science subjects etc.).

Experience:

• Demonstrated 5-8 years’ experience in a Configuration Management role within IT Service Management or equivalent job experience.
• ServiceNow platform and products – practical usage highly recommended.

Certification Requirements:

ITIL best practices with V3/V4 certifications, Microsoft Office products, data analytics tools, Agile etc.