United States onlyChange Configuration Infrastructure Mgmt Team Lead (ITIL/CCRM/CMDB)
Locaton: Remote
Preferred: US Citizen
Clearance/Other: Must meet DHS/USCIS background/EOD; comfortable with after‑hours change windows in SBU environments.
Role Summary: Own USCIS Configuration Change & Release Management (CCRM) and CMDB for infrastructure/UC services. Run change governance, ISR processing, and release readiness; modernize with automation (IaC/PaC), CI/CD, and AIOps to increase speed, compliance, and stability.
Key Responsibilities:
- Lead enterprise change governance using ServiceNow ITSM/ITOM/ITBM; require Implementation & Communication Plans and complete VDD/As‑Built/SOPs.
- Lead evolution and maintain digital CMDB and asset baselines/relationships; enforce documentation standards (EIDOCS) and deliver audit/KPI reports.
- Lead evolution of intake/review/assignment (ISR) workflow meeting AQL timeliness; manage change calendar and communications.
- Integrate change/config with automation and DevSecOps—standardized IaC, automated testing, and policy‑as‑code guardrails.
- Establish AIOps‑enabled monitoring of change impacts (blast radius/MTTx), predictive alerting, and self‑healing runbooks; continuous improvement.
- Gate releases for SLA/AQL compliance and lead PIRs/AARs and knowledge article curation.
Required Technology Experience:
- ITIL v3/v4 practices (Change, Configuration, Release); ServiceNow ITSM/ITOM/ITBM and CMDB modeling.
- Toolchain & automation: Git/Jenkins CI/CD; Ansible/Terraform IaC; Sonatype; policy‑as‑code.
- AIOps/predictive ops for event correlation, anomaly detection, and automated remediation.
Requirements
Preferred Experience:
- 8–10+ years leading enterprise change/config across hybrid infrastructure.
- Proven implementation of automated change controls and compliance pipelines.
- Familiarity with USCIS/EIOSS processes (ISR flows, AQL/SLA reporting, EIDOCS).
- 2-5 years of DHS Change Management experience is preferred with practical knowledge and application of the DHS 4300A
Certifications (preferred): Preferred: ITIL v4 Managing Professional; ServiceNow CIS (ITSM/CMDB); DevOps/IaC credentials (e.g., Terraform, AWS/Azure DevOps).
