Managed Services Configuration Manager

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Job Summary

The Configuration Manager oversees configuration management processes for CDW's Managed Services organization. This role is responsible for designing and maintaining the CMDB data structure and plays a critical role in ensuring data integrity across CDW systems. The Configuration Manager aids in the identification of continuous process improvement of CMDB standards and practices.This role will manage the lifecycle of configuration items, maintain and improve CMDB health, enforce governance standards, and ensure configuration management processes align with ITIL best practices. The Configuration Manager will drive initiatives to expand automation, improve data quality, support platform integrations, and ensure the CMDB remains a trusted source of information for service delivery, operational excellence, and services consumption.

What you will do:

• Coordinate ServiceNow Discovery activities and Service Mapping initiatives to automate CI population, improve service visibility, and enhance data accuracy.
• Facilitate the integration of CMDB data with related IT systems, including IT asset management, customer service management, incident management, change management, and request management workflows.
• Improve process efficiency and effectiveness through identification of ideas for improvement, analysis of options, and leadership of practical application of validated opportunities.
• Maintain awareness of and support client and CDW business considerations.
• Maintain reports regarding the performance of processes and results of improvements to processes.
• Perform ongoing SOP documentation, training updates, and review activities for related processes.
• Ensure accuracy and effective utilization of CDW's configuration management database.
• Guide and train CDW staff members on practical utilization of related process tools and standards.
• Identify management tools and other automation improvements that improve efficiency and effectiveness of configuration management and related processes.
• Review CMDB changes to ensure compliance with policies and identify opportunities for improvement.
• Other documentation, process training, and audit coordination tasks as assigned

What we expect of you:

• Bachelor's Degree in Business or computer-related field plus at least 3 years of direct experience with change management, OR
• 7 years direct experience with change management.
• Experience defining and implementing data quality standards, governance processes, and audit practices for configuration data.
• Familiarity with ServiceNow Discovery, Service Mapping, and/or IT Asset Management integrations.
• Experience effectively managing changes in a complex IT environment
• Experience developing and maintaining process and policy documentation
• ITIL certification
• Strong experience as an effective negotiator; comfortable with managing conflict
• Strong analytical, problem-solving, and conceptual skills
• Ability to convey the business value and impact of technical work or initiatives in clear, outcome-focused terms.
• Familiarity with basic considerations of IT audit
• Strong skills for establishing trust, credibility and authority
• Experience creating and presenting management reports to stakeholders or leadership audiences.
• Demonstrates the ability to comprehend and apply written and verbal instructions, communicate clearly and effectively, prioritize multiple tasks, and apply sound judgment in daily responsibilities. Must be able to follow standard guidelines and travel as needed.

Pay range: $ 86,800 - $ 119,544 depending on experience and skill set
Annual bonus target of 10% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials #LI-HA1

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.