Configuration Management Analyst (ITIL/ServiceNow)

Job title: Configuration Management Analyst (ITIL/ServiceNow)

Job description: You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues – experts in their fields – who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients – who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Are you interested to contribute to one of the most advanced Configuration Management environments in the industry according to Gartner? Would you like to be part of the team that plans to make it even better?

As a member of the ITIL Service Configuration Management team at an intermediate level, you will assist in the design, evolution / continuous improvement and on-going maintenance of the Configuration Management Database (CMDB), eco-system, and supporting environment. In this role, you will have the opportunity to work with IT service providers, infrastructure and application team subject matter experts and business areas to build and maintain the Configuration Management System and its integration with various business processes.

Main Accountabilities:

Provides process/technical expertise and facilitates day-to-day Configuration Management operational activities, including:

• Planning, Identification, Control, Monitoring, and Verification of CIs
• Promotes awareness, education and process adherence of Configuration Management policies, processes, procedures and compliance controls throughout the organization.
• Works with CI Owners to maintain/improve data quality, accuracy, completeness and value generation for all managed Configuration Items by identifying, recording and validating critical configuration data through CI governance process.
• Identifies process improvements, ongoing and evolving needs of supporting IT and Business processes by leveraging best practices to strengthen Configuration Management System and Configuration Management Process.
• Plans, assesses and assists in driving CMDB scope expansion and discovery capabilities to include emerging technologies.
• Contributes to development of training program, performs reporting and provides statistical/audit information on process operations.
• Assists in development and maintenance of process artifacts.
• Monitors CI compliance and adherence to the process.
• Leads investigation into discrepancies to improve data accuracy.
• Provides ongoing process and tool support.
• Participates in requirements gathering sessions, design and testing activities in support of ongoing ServiceNow tool enhancements to improve/mature CMDB.
• Works with internal ServiceNow support team to both maintain and improve the Discovery process and integrations.
• Works with IT Operations, IT Asset Management, Service Level Management, Vulnerability Management, Data Governance and Application/Infrastructure teams to continually improve and support their processes while leveraging the CMDB.
• Liaises with stakeholders to design, govern and implement interfaces with other applications/systems that consume or provide CMDB data.
• Monitors the operational efficiency of the process, reviews feedback and identifies opportunities for continuous improvement.
• Performs Service Modeling and Dependency Mapping. Works with IT and Business representatives to define and add services to the CMDB by identifying what IT components make up a service and how they interrelate.
• Stays current on newly deployed technologies within our global organization and follows industry trends.

Competencies:

• Minimum of three (3) years of experience working with Configuration Management and CMDB in an IT environment.
• Must have a technical background with high-level understanding of IT infrastructure and concepts (Servers, Network Gear, Storage, Virtualization, Clustering and Cloud) and application environments (Application/Web Services and Databases).
• Working knowledge of ITIL and ITSM processes and methodologies.
• Excellent verbal and written communication skills to both technical and non-technical audiences.
• Effective analytical and problem solving skills. Ability to collect, organize, analyze and disseminate significant amounts of data with attention to detail and accuracy.
• Strong influencing and negotiating skills.
• Demonstrated ability to build relationships and foster communication between various individual people, teams, and organizations.
• Proven ability to work well both independently and collaboratively as a member of a team.
• Self-motivated, self-directed, strong organizational and time-management skills.
• ITIL v3/v4 Foundations certification.
• Technical proficiency with ServiceNow – Configuration Module is preferred.

Unique Requirements:

• Occasional weekend work required to facilitate testing activities

What’s in it for you?

• Named 2021 “Best Places to Work” by Glassdoor
• Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• A friendly, collaborative and inclusive culture
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.
• Competitive salary and bonus structure influenced by market range data
• Pension, stock and savings programs to help build and enhance your future financial security
• A common sense dress code, where you decide how you dress based on your day
• The opportunity to move along a variety of career paths with amazing networking potential
• Flex hours and periodic work from home options.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range: 73,800/73 800 – 124,100/124 100

Job Category: IT – Technology Services

Posting End Date: 30/06/2021

Company: Sun Life Financial

Expected salary:

Location: North York, ON

Job date: Sun, 20 Jun 2021 22:44:52 GMT