The Service Manager for Service Configuration Management will be an integral member of the IT Service Management team and play a significant role in ownership, governance, and operational support for configuration management policy, process, and procedures used through the entire lifecycle of GfK’s ServiceNow CMDB. The Service Manager for Configuration Management will work closely with colleagues in GfK’s Infrastructure, Information Security, and Transformation teams to define and implement Configuration Management policy, process, and procedures, ensuring these are aligned with ITIL Service Configuration Management best practice. They will also provide proactive governance and support to ensure the completeness and accuracy of the CMDB, and demonstrate this through regular management reporting tailored for a wide range of stakeholders from the IT Senior Management Team to the Infrastructure Engineers responsible for keeping CMDB updated.
Key Activities
- Creating, implementing, and maintaining the governance model (policy, process, and procedures) for the CMDB and ensuring that the process is followed to maintain the integrity and accuracy of the data in the CMDB.
- Development the road map for CMDB and the Service Configuration policy, process, and procedures, leading Service Configuration and Asset Management governance and maturity initiatives, and championing these to CMDB users across IT Services and GfK’s business.
- Being the subject matter expert in all aspects relating to CI automated Discovery and the CMDB, ensuring discovered data is correctly integrated into the CMDB and leading on troubleshooting and remediation for the data integrations.
- Managing and maintaining data relationships as defined in the Configuration Models (CSDM).
- Staying current on ServiceNow products and applicable ServiceNow discovery and integration technologies related to the CMDB, CSDM and Service Configuration Management
- Working closely with Change Managers and IT staff implementing changes to ensure that CI changes / updates are reflected in the CMDB in a timely manner.
- Working closely with the IT Service Managers, Business Relationship Managers and Infrastructure managers to review and maintain the accuracy of the CMDB.
- Establishing KPIs and measures to monitor and improve process efficiency related to the CMDB.
- Preparing and distributing reports showing process performance, adherence to policy and CMDB effectiveness
- 3 -5 years of experience in applying the ITIL framework around Service Configuration Management to develop and improve policies and procedures around the CMDB
- Experience in creating Service Mapping and relationships to build and manage the CMDB in ServiceNow or similar Service Management tooling.
- Experience in reporting to create dashboards and using these for health checks of the CMDB Experience in working with the IT Service Management processes of Change, Problem and Incident Management in relation to the CMDB
- Experience of administering and maintaining the environment of the Configuration Management System
- Knowledge of hardware, software and application CI types including class structure of the CMDB Desirable skills
- Experience in using ServiceNow for the creation and management on the CMDB, using CSDM model, and reporting
- Experience in working with a variety of teams to maintain the CMDB spanning globally Experience of using the ServiceNow Platform to build and manage CMDB capability around the base and extended tables.
- ITIL V3/4 Foundation, Expert or Managing Professional
Key Interfaces
- Business Relationship Managers and
- Head of IT Service Delivery
- Global Service Desk hubs
- Infrastructure teams
- ServiceNow System Administrators
Typical Education and Work Experience required
- At least 5 year’s experience working in an IT environment, with at least 3 year’s experience working with Configurations Management Systems
- High school diploma or BSc/BA in IT, Computer Science or relevant field.
- Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
- Recharge and revitalize with help of wellness plans made for you and your family.
- Plan your future with financial wellness tools.
- Stay relevant and upskill yourself with career development opportunities.
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
