ITSM Asset/CMDB Owner/Mgr

Responsibilities

General Purpose:

The Service Management Office (SMO) Practice Owner/Manager is a subject matter expert. This is both a strategic and operational role.

Strategic duites include ensuring the practices support the ISD service value chain by developing and continually improving practices that adhere to recognized ITSM framework standards and best practices. The role is responsible for developing the strategic road map and guaranteeing continuous improvement of the practice. The role is accountable for the strategy, documentation, compliance and metrics of their assigned ITSM processes and related functions. Operational duties include the daily operations, guidance and governance of the practices. The role is accountable for the the day-to-day operation and execution of the practice with active monitoring and engagement of internal and external practioners and teams.

Reporting to the IT Service Delivery Manager, this position serves as part of an IT Service Delivery team that works in close partnership with Technology staff to drive operational excellence and continual improvement.

This position is the Practice Owner/Manager of CMDB and Asset Management. The role will own the overarching CMDB and Asset Management Process. This role will coordinate extensively with all other aspects of the Service Management Office (Change, Incident, Problem, Knowledge, etc.) as well as other internal and external teams. This practice objective is to help URMC effectively manage both on a daily basis and long-term its IT asset portfolio (software and technology-related hardware) with regards to cost, control, risk, compliance, business performance objectives, and IT Governance.

Responsibilities:

Manages the CMDB / Asset Management Program:

• Develops the Asset/CMDB deployment program and accounting methods to create measurable targets and reporting

• Defines and enhances scheme for identifying hardware and software-related assets and CIs, including lifecycle, versioning and dependencies in the asset management system and the CMDB

• Applies a continuous improvement approach in enhancing the strategies employed in tracking company assets within the Configuration Management Database (CMDB) throughout their lifecycle

• Performs daily and long-term operational and strategic management of hardware and software

• Validates contents of Asset tables and CMDB (adds, modifications, retirements)

• Establishes and manages governance and organization structure for on-going management and ownership of CI/Asset Classes

• Documents policies and procedures

Coordinates CMDB / Asset with related service areas:

• Works closely with the IT Service Management team (including other ITSM Practice Owners and ServiceNow Platform team) and IT Application Managers

• Works with Operational teams to refine the use cases and requirements for each CI/Asset Class

• Ensures organizational compliance with policies from introduction to retirement of CIs/Assets

• Works with IT Application Owners to map critical system dependencies

Provides Practice Reporting

• Documents and reports on the overall health and status of the CMDB/Asset Management program

• Tracks KPIs and report metrics through high visibility dashboards and scorecards

• Tracks and report teams’ compliance with IT Asset/CMDB Guidelines

Provides Practice Training

Other duties as assigned

Qualifications:

• Bachelor’s Degree required

• Masters Degree preferred

• 4-5 years of relevant management level/Disaster Recovery experience required

• 3+ years of IT Service Management / IT Service Delivery experience preferred

• Or equivalent combination of education and experience required

• ITSM tool experience – ServiceNow experience preferred preferred

• Proven ability and experience in executing strategic asset management processes successfully preferred

• Technical awareness of industry standard tools used for supporting IT Asset Management and/or Configuration Management preferred

• Strong experience driving cross-organizational projects to resolution preferred

• Strong knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle preferred

• Strong vendor management and negotiation skills preferred

• Strong knowledge of IT Service Management processes, as well as experience with Discovery tool preferred

• Experience working in Medical and/or Academic IT environment preferred

• Ability to carry out assigned tasks independently with little supervision preferred

• Ability to work well in a fast-paced, dynamic environment preferred

• Experience with collaborative tools such as Teams, SharePoint preferred

• Ability to communicate effectively and adapt quickly preferred

• Distinctive problem-solving and analytical skills combined with strong business acumen and technical ability preferred

• Excellent at performing multiple tasks at the same time without erring preferred

• Excellent communication and interpersonal skills preferred

• ITIL Foundations required (within first year of service)

Possess International Association of Information Technology Asset Managers (IAITAM) Certification:

• Certified IT Asset Manager (CITAM) preferred

• Certified Hardware Asset Management Professional (CHAMP) preferred

• Certified Software Asset Manager (CSAM) preferred

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Location: Health Sciences
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 056 ISD Chief Technical Office
Schedule: 8 AM-5 PM