Change Configuration Manager - Managed Servicesat CDW Careers

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Job ID: 19002491
Updated: Mar 06, 2020
Location: Vernon Hills, IL, United States

The Change / Configuration Manager will support ongoing development of, and administration of CDW Managed Services change and configuration management program and holds responsibility for the accuracy and completeness of the Configuration Management Database (CMDB). The person in this position works across all teams to ensure quality and accuracy within the change and configuration management programs while continuously improving our processes and standards.



Change Management Responsibilities:

  • Establish standard procedures for managing change request and monitor organizational adherence to stated processes to appropriately minimize the risk and impact of changes
  • Establish and maintain process governance for building, deploying, and transitioning new or changes IT services into and out of operation
  • Monitor success rates of changes and identify opportunities for improvement to continuously improve the change management program
  • Ensure change management program adheres to compliance regulations (PCI, SOC2) and collaborate with internal audit team to ensure compliance
  • Create and maintain change management policy documentation
  • Track metrics and KPIs related to overall success and effectiveness of the change management program

Configuration Management Responsibilities:

  • Responsible for the effective architecture and process improvements for the CMDB
  • Standardize form design and hierarchy, attribute and relationship usage
  • Create and perform CMDB health checks
  • Champion continual process improvement efforts related to configuration management
  • Evaluate requests for new configuration item (CI) classes, business services and relationship types
  • Develop requirements for and evaluate CMDB related feature requests
  • Monitor and improve the quality and effectiveness of the configuration management processes and their interfaces with other processes
  • Perform configuration audits and remediate issues to ensure the integrity of CMDB data
  • Coordinate with technical SMEs and applications team to ensure consistent integrations
  • Identify opportunities for and assist with automation efforts to reduce manual entries to CMDB
  • Provide training, support, and guidance to coworkers on established CMDB processes
  • Create and maintain configuration management process and policy documentation
  • Track metrics and KPIs related to overall success and effectiveness of the configuration management program

Other Responsibilities

  • Develop strong internal relationships with key stakeholders and subject-matter experts across the organization


Minimum Qualifications

  • Associate’s degree in an IT related field or Business
  • 3 years experience in IT Service Industry
  • Experience with configuration or asset management

Other Required Qualifications

  • Experience in a similar role in a complex IT environment
  • Exceptional analytical skills
  • Excellent written and verbal communication skills
  • Familiarity with basic considerations of IT audit
  • Ability to establish trust, credibility and authority
  • Creative problem-solving ability
  • Strong attention to detail
  • Basic knowledge of IT infrastructure

Preferred Qualifications

  • Bachelor’s degree in an IT related field or Business
  • 5 years experience in IT Service Industry
  • ITIL Foundation Certified
  • Advanced ITIL certification(s)
  • Broad experience across ITIL Framework
Job Category: Project Management
Job Type: Full-Time
Travel Percentage: 10%

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