Service Asset & Configuration Management (SACM) Leader (L 11)

Job Description

Role Summary/Purpose:The Service Asset & Configuration Management (SACM) Leader has the overall strategic planning and operational accountability of Asset Management and Configuration Management within Synchrony. The candidate will lead a team of employees and contractors responsible for executing the road map, designing the processes, running the day-to-day operations of Asset and Configuration Management, driving continual service improvements, developing the ServiceNow platform and maintaining operational metrics. The candidate is accountable for the smooth operation of the processes that underpin the service and to look for any opportunities to enhance and advance these processes.Essential Responsibilities:

• Develop a strategic roadmap and implement technical solutions for ServiceNow s Configuration Management Data Base (CMDB) and Software Asset Management Professional (SAM-P) aligned to the goals of Synchrony
• Direct the team which designs, supports and maintains Asset Management and ConfigurationManagement execution and development
• Direct the Software (SW) Procurement COE team responsible for license procurement, renewals, and SW License compliance
• Act as the functional product owner of SACM and work with Technology leadership, service owners, process owners, HW & SW Product Owners, development teams and various service delivery groups
• Ensure all operational aspects of Configuration Management, SW License Management, HW & SW Lifecycle Managementm and SW Procurement are carried out efficiently and effectively

Configuration Management:

• Evolve the Configuration Management to adopt the Common Service Data Model (CSDM)
• Develop new CMDB processes and structures as the need arises (i.e. Cloud, PCF, APIs, Webservices)
• Lead the quarterly CMDB Council to solicit strategic needs and technology changes

Asset:

• Develop and run a cross-functional Asset Management Council to drive processes, procedures, and best practices across the enterprise
• Sponsor the communication campaign to promote awareness and acceptance of the SACM process to the SW & HW Product Owners
• Provide tools and visibility into SW License Compliance, and HW & SW Lifecycle Management to Product Owners

Governance:

• Coordinate the population of CIs and Asset including discovery, integrations, and other data import methods
• Ensures all new Assets and CIs are added to the database and regular maintenance is being done throughout the lifecycle of Assets
• Produce accurate reporting to senior management & regulators including monthly Operational Risk Metrics, SW License Compliance, EOS, and CMDB certification
• Update the Asset Management and Configuration management Standard and Procedure, Training and User Documentation documents
• Participate in the annual Risk refresh process reviewing process maps, risks, and controls. Drive Governance and manage risk. Close any risk / audit findings
• Develop and execute procedures for auditing and verifying the accuracy and data quality of service assets and configuration items and their relationships including annual CMDB certification and surveillance

Agile:

• Participate in all aspects of the ServiceNow program and solution delivery utilizing SCRUM (Agile)
• Participate in Agile ceromonies including Agile Release Trains (ART), Scrum of Scrums, Backlog grooming, Daily Stand Ups
• Write Agile stories and provide requirements to the development team for coding
• Participate in Functional and User Acceptance Testing. Coordinate testing of stakeholders and cross-process impacting teams

General:

• Assist end users with training and guidance sessions
• Research ServiceNow solutions to benefit the SACM services and the ServiceNow implementation. Stay current on new releases and available functionality of ServiceNow
• Collaborate with stakeholders, other product owners and process leaders globally (i.e. IT Operations, Engineering, Cloud, Security, Business Continuity, DR, Risk, Enterprise Operations, Discovery, Event, Request, Change, Incident, Problem, Analytics, etc.) and identify cross process impacts
• Design and implement enhanced functionality, simplification and automation that drives productivity across the organization
• Identify system deficiencies and recommend solutions for continual service improvements
• Participate in system upgrades

• Act as key member of the overall Service Management & Delivery program team

Qualifications/Requirements:

• Graduation in any discipline
• Minimum of 12 years working in Configuration Management and Asset management (HW and SW)
• Minimum of 10 years working with ServiceNow Service Management tools, specifically SAM and CMDB
• Minimum 6 years experience directing teams
• Experience delivering Agile / Iterative development projects
• Must understand the ITIL framework and must be familiar with the ServiceNow ITSM application
• Must understand the hardware and software asset life cycle, and support corresponding processes, including procurement, deployment, decommissioning
• Must understand the Configuration Management CSDM and the relationship to Assets, Applications, Customers and other Configuration Items (CIs)
• Demonstrated experience improving the productivity and efficiency of the Asset/Configuration / License Management service
• Experience working with ServiceNow s Quebec version
• ITIL V3 Foundations certification required
• For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.
• Inform your Manager or HRM before applying for any role on Workday.
• Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)
• Must not be any corrective action plan (First Formal/Final Formal, PIP)
• Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
• Level 9 employees can apply

Desired Characteristics:

• Strategic thought leader with experience implementing ServiceNow and knowledge of ITIL
• Strong focus on process, quality and execution
• Strong project and process management skills, with the ability to handle multiple vendor partners, projects, and a wide range of tasks simultaneously
• Experience leading the development life cycle including Requirements solicitation, Development, Training, UAT, Pilot, Launch and Support Transition
• Experience collaborating effectively with the technical support team and process leaders to develop solutions
• Strong analytical and problem-solving skills
• Ability to influence and motivate teams
• Experience within the financial services, credit card or insurance industries
• Experience working with geographically distributed teams
• Excellent English, communication, interpersonal and collaboration skills

Grade/Level: 11Job Family Group:Information Technology,

Keyskills :
quality of servicesoftware asset managementlife cycledata qualityrisk metricsit operationsitil frameworkproblem solvinguser acceptanceservice deliveryasset managementoperational risktechnical support