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Configuration Manager

4 weeks ago

Prague, Czech Republic Pure Storage Full time

Configuration Manager  

Pure Storage is seeking a Configuration Manager to join the international IT Service Management (ITSM) Team. You will be located in Prague, Czechia, in the Pure Storage EMEA  Headquarter office. Your field of responsibility will be the Configuration Management (CM) Practice, including the build and maintenance of the CMDB and Service Catalog, all being defined, practiced, managed and improved globally, according the ITIL best practices standards. 

At the beginning your main focus will be on creation and management of a proper CM process, CMDB and Service Catalog. Later down the line to take on the Change Management Practice that would leverage the CM. Close cooperation with Incident Management, ServiceDesk, Service Owners, HAM/CMDB Product Owner, Resolver teams and ITSM Leadership team would be essential for fulfilling this role. Our candidate must have prior experience in ITSM, Service Operation/ Support, mostly in designing/implementing/managing/improving ITIL processes and practices across IT organization, with strong focus on setting up CM Practice, CMDB and Service Catalog along with experience in Change Management practice.   

Should you accept this challenge, your responsibilities would be:   

  • To have authority and expertise to ensure the Configuration Management (CM) policies and procedures are defined, rolled out and used by all departments within the organization.   
  • Establish and communicate the goals and objectives of CM in alignment with other IT Service Management efforts  
  • Ensure daily end-to-end Delivery of CM services in accordance with this Configuration Management Plan. 
  • Manage the day-to-day activities of the process, including establishing priorities and work assignments 
  • Track compliance to CM and CMDB policies and procedures and resolving / escalating any compliance issues 
  • Ensure CMDB is correctly structured and maintained as a single source of truth Partner with the CI owners to ensure the data is kept healthy and provide gatekeeper alignment. 
  • Approve or reject CMDB requests for new CI selection and attribute determination Coordinate and interface between the configuration of other processes  
  • Provide communication to stakeholders on the health of the CMDB and population gaps by CI/Service and Product Owners that update and maintain their assigned CMDB records 
  • Manage and perform CM and CMDB audits 
  • Review critical incident outage resolution results and responses and dispositions of failed changes due to CMDB related issues 
  • Review and approve all changes to the CMDB where applicable 
  • Review and approve significant IT infrastructure changes to ensure impacts to CMDB are properly addressed 
  • Ensure CM and CMDB services, concepts, policies and procedures are in place 
  • Chair the Configuration Control Board (CCB) and enact changes as directed 
  • Manage and conduct CM and CMDB reporting 
  • Perform operational activities as defined by CM policies and procedures 
  • Work to fulfill CM Service Requests as assigned 
  • Identify and report non-compliance process and CMDB situations 
  • Identify Service Improvement opportunities for CM and CMDB 
  • Develop and deliver training programs for users on CMDB processes, best practices, and tools.
  • Promote awareness of the CMDB's importance and benefits across the organization.
  • Generate reports and dashboards to monitor CMDB performance and usage.
  • Use data analytics to identify trends and opportunities for improvement.
  • Later down the line to be ready to take on the Change Management Practice (CHM), to ensure tight integration with the CM. Once CHM and CM integrated, navigate Requests for Changes (RFC) and to chair Change Advisory Board (CAB) meetings, ensure changes are correctly accessed by the teams against CMDB, approve proposed Changes and ensure all approved changes are reflected in CMDB. Alsot to ensure CHM policies and procedures for Standard/Emergency/Normal changes are defined, in place and followed.  

Qualifications: 

  • To be able to work in an open office. 
  • Prior experience in designing and managing ITIL processes in organizations. 
  • Prior experience in Configuration Management (CM) role including CMDB and Service Catalog Management 
  • Experience in large scale complex IT service delivery and support environments 
  • Demonstrable skills, strong knowledge and understanding of IT Service Management, IT Support/Operations and ITIL Best Practices framework 
  • Ability to work and operate in an international team in a multi-country environment 
  • Proactive, good attention to detail and quality 
  • Excellent interpersonal, communication and presentation skills. 
  • ServiceNow CMDB and Service Catalog experience 
  • ITIL certification (preferred)