Job Summary

CONFIGURATION MANAGEMENT PROCESS MANAGER

1.   Plan and drive the long term Configuration Management strategy and Phases of the Configuration Management rollout plan of the customer and OMC

2.   Analyze the initially planned ‘data model’ for the CMDB and suggest improvements

3.   Work with the tools administration staff, CMDB administrator and Configuration Manager to optimize the rules relating to infrastructure discovery, reconciliation jobs and promotion of the updates to the Golden or Production Data set of the CMDB

4.   Expand the functionality, scope and accuracy of the CMDB by analyzing the feedback from operations staff

5.   Devise the configuration management audit schedules, tools and offer governance for the procedure of correcting identified deviations along with identification and implementation of the preventive actions

6.   Educate the Service Delivery teams regarding the benefits of using Configuration Management procedures and that of relating the Incidents, Problems and changes to specific CIs

Key Responsibilities

1. Help the Configuration Manager in identifying the Management information that should be useful for planning technology and architecture refresh projects
2. Acquire complete understanding of the Configuration Management Process as designed or transitioned by the Process Transition consultant from CFS Process Consulting group
3. Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives
4. Follow formal version and change control methods as agreed with the customer representatives
5. Host the read-only versions of the released documentation at the designated secure, backed up and access controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release
6. Simplify process documentation in order to make it easily understandable for operations staff at the point of use
7. Identify and suggest changes to the ‘Foundation data’ in the tools
8. Analyze and suggest tool customizations in the interest of process workflow optimization
9. Work with the tools teams to standardize reports
10. Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation
11. Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail

Skill Requirements

1. Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools
2. Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
3. Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
4. Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
5. Receive, analyze and incorporate feedback from customers that suggest improvements
6. Align the Process to the standards and methods as per the Service Management Practice issued from the CFS Process Consulting group
7. Communicate to the resolving groups, the importance of specific process activities and how they can be best executed along with the information that they must log and update in the tools
8. Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff

Other Requirements