Track Manager - Configuration Management

Job Summary

This role is responsible for driving operational excellence in configuration management across complex, large-scale Service Now (SNOW) environments. The individual oversees administration and support for configuration management databases (CMDB) and ITSM tools, ensuring robust process optimization, adherence to client SLAs, and continuous service improvement. They empower teams through expert leadership, technical problem-solving, and the introduction of innovative practices, directly impacting business performance and customer satisfaction.

Key Responsibilities

1. Lead configuration management operations using Service Now Administration, ensuring accurate configuration item tracking, change management, and compliance with client SLAs for large-scale environments.

2. Oversee ITSM tool integration and maintenance utilizing BMC Remedy, CA Service Desk, and Avanti, optimizing workflows and automating processes to improve operational efficiency.

3. Drive continuous improvement initiatives by analyzing service delivery metrics in Service Now and proposing tool-based enhancements for process automation and reporting.

4. Mentor and guide support teams in advanced configuration management practices, fostering technical excellence and transparent communication of project goals.

5. Collaborate with internal stakeholders to evaluate and implement innovative solutions in Service Now and related ITSM tools, addressing evolving business and client requirements.

6. Ensure robust incident, change, and problem management through advanced configuration and customization of ITSM platforms, supporting organizational and client objectives.

Skill Requirements

1. Excellent Proficiency In Servicenow Administration, Including Cmdb, Workflow Design, And Automation.

2. In Depth Experience With Bmc Remedy, Ca Service Desk, And Avanti For Itsm Operations And Integration.

3. Advanced Proficiency In Itil Processes, Especially Configuration, Change, And Incident Management.

4. Excellent Analytical, Problem Solving, And Mentoring Skills.

5. Strong Ability To Lead Teams, Drive Process Innovation, And Communicate Technical Solutions Effectively.

Other Requirements

1. ITIL Expert or ITIL Managing Professional (recommended)

2. Service Now Certified System Administrator (optional but valuable)

3. BMC Remedy Certified Administrator (optional but valuable