Responsibilities

• To support the Configuration Management process and administer the Configuration Management System (CMS) and the Configuration Management Database (CMDb). providing data entry and reporting, giving support to the Configuration Management Co-ordinator, Change team, CI owners, support organisations and service providers.
• Data entry of new and maintenance of existing Configuration Item (CI) attributes in the VM remedy CMDB in accordance with CI owner and Change Initiator requests and in compliance with agreed guidelines
• Supporting process, functionality and system tools and explaining importance of Change & Configuration Management policies, procedures, working instructions to CI owners
• Supports projects and service improvement initiatives to maximise effectiveness and efficiency of Configuration Management processes and systems across the company to agree deliverables and deadlines and providing reporting on performance.
• Supporting effective use of CMDB, setting up access privileges and supporting the Service Delivery Plan for Configuration Management
• Supports Remedy CMDB audit, identifying and investigating discrepancies, determining root cause and agreeing preventative action with Configuration Management Co-ordinator
• Delivering configuration management data, trends and feedback to help identify issues, and opportunities for improvement in the form of feedback and reports.

Key Interfaces

• Evaluating requests to amend / add / delete CIs or their attributes and checking for compliance to agreed parameters and consistent with CMDb and System design, escalating where required. (a willingness and determination to say "no" when requests are non-compliant)
• Maintaining productive working relationships with internal teams and other stakeholders in the company's Change and Configuration Mgmt process
• To understand key customers of Configuration processes, understand their views and requirements and prioritise accordingly
• Prioritising and managing problems and workload creatively, challenging e the norm for new solutions/ greater efficiency.
• Assertive and strong communicator
• Proactively maintaining awareness of relevant industry best practices and implementing where appropriate
• Strong administrative, numerical and written skills plus an eye for detail, self confident and curious to gather required information and chase for answers/ action from other teams

Key Skills

• Analysis and problem solving skills with an eye for detail and willingness to follow governance process
• Technical capability of maintaining the Configuration Management System
• A flair for Data management
• Able to demonstrate a strategic understanding of the purpose of Configuration Mgmt and it`s role within ITIL Service Management best practice framework and how this is applied in reality.
• Clear and demonstrable understanding of change management purpose and methods using ITIL best practice
• Able to grasp and explain technical concepts and understand technology around Networks and IT, CMdbs, remedy functionality and processes
• Highly organised to manage diverse workload to challenging time scales and quality standards and with an understanding that the stakes are very high due to the criticality and scale of many of the services that are being changed.
• Fast, accurate keyboard skills to use CMS and other electronic media for communication with customers and stakeholders. Computer literate with proficiency in Outlook, Excel and Word Essential. Also Access, Power point, Project, and Visio - Desirable.

Required Skills

• Minimum GCSE / O`level education
• Foundation Certificate in ITIL Service Management plus accreditation in any other ITIL disciplines
• Previous experience in Configuration Management, supporting a large / complex Configuration Management System and Database
• Experience in IT/ Telecoms/ Broadband to enable understanding of VMs network architecture, including hardware, software, network and application environments
• In depth knowledge and experience of Change, Configuration, Incident, Problem and Service Level Management processes and their inter-relationships.
• Basic understanding of Configuration Item (CI) owners technologies and application support processes.

If you would like to be considered for this role please email:  ray@thegreymatters.com with a copy of your CV and salary expectations.