ServiceNow Configuration Manager

About SapphireSystems:

Sapphire is the largest digital operating transformation provider to the mid-market and mid-enterprise clients. Our mission is to turn operating friction into digital business momentum. Through the passion and expertise of our people, we unlock the cloud-delivered operating platforms, digital user experiences, data analytics, and intelligent automation that transforms our client’s operational performance. We are globally significant partners for SAP, ServiceNow, Automation Anywhere, Infor, Hexagon and AWS, and we have transformed the digital operating capacity, capability, intelligence and resilience of over 1,250 clients in the UK and US through our portfolio of consulting, design, delivery, lifecycle service, and cloud services.

Job Summary:

As a Configuration Manager you would be accountable and responsible for defining and managing the Service Configuration Management practice and ensuring integration with the other IT Service Management practices such as Incident, Problem, Change and Release Management. You would be required to run workshops, engage with stakeholders, and manage day to day activities. You preferably hold ServiceNow, ITIL and/or ITSM certifications.

This is an excellent opportunity to join an innovative, fast-growing company and be involved in what may be the most interesting, challenging and complex ServiceNow implementations to take place across Europe.

Requirements

Duties/Responsibilities: 

• Managing the day to day activities of the practice, including establishing priorities and work assignments
• Tracking compliance to policies and procedures and resolving / escalating any compliance issues
• Facilitating Configuration Management audits
• Facilitating communication and engaging business and IT management to encourage configuration management efforts and value proposition
• Engaging with strategic projects to ensure Configuration Management can deliver required CMS functionality within project timeframes
• Reviewing and approving all changes to the CMS infrastructure where applicable
• Regularly review discovery output to ensure data accuracy and completeness in the CMDB
• Mentoring the organization on Configuration Management services, concepts, policies and procedures
• Providing and approving all requirements, use cases, user stories, etc. in support of new or improving functionality of the CMS
• Configure and generate reports for different stakeholders, providing key insights into the status and health of the CMDB
• Apply knowledge of ServiceNow's Common Service Data Model (CSDM) to optimize the organization and management of data in the CMDB.

Required Skills/Abilities:

• Excellent written and verbal communication, including technical writing skills
• Methodical approach with high attention to detail
• Strong analytical ability, and capable of investigating and troubleshooting issues independently

Education, Training and Experience:

• 5 years experience as a Configuration Manager within the IT Service Management space, with strong knowledge of the ServiceNow platform
• ITIL certified, or equivalent experience
• Experience and strong knowledge of IT Service Management practices including Configuration, Change, Incident, and Problem
• Experience with ServiceNow Discovery and Service Maps

Travel required: (If applicable)

• This is a client facing role requiring direct interaction with client representatives (sponsors, stakeholders, managers and executives and process owners) as well internal delivery teams.
• Working hours will match client business hours, with consideration for flexible working once relationships and project process have been embedded.