Director, Configuration Management

OverviewDirector, Configuration Management (SACM) role at New York City Office of Technology & Innovation (OTI). This position is the Process Owner for the Service Asset and Configuration Management process. The role provides technical and strategic direction for SACM and day-to-day leadership to a team of SACM Specialists.OTI leverages technology to drive opportunity, improve public safety, and help government run better across New York City. The organization focuses on initiatives such as delivering affordable broadband, protecting against cybersecurity threats, and building digital government services. This is a chance to work on projects that have a meaningful impact on New Yorkers and to collaborate with passionate professionals in a cutting-edge technology environment.ResponsibilitiesManage day-to-day operational aspects of the Service Asset Configuration Management team (includes data governance, data validation, task approval, and working with the CI Custodians).Directly manage staff responsible for SACM.Define and drive strategic direction to progress CMDB quality and process efficiencies.Collaborate with stakeholders to gather and document new requirements.Work with architecture and development teams on new SACM requirements. Test, approve, and demonstrate functional changes to stakeholders.Institute policies and procedures concerning services, methods, standards, and scope for providing services.Publish CMDB governance metrics and establish data remediation processes; coordinate with support teams, partners, and stakeholders to ensure CMDB quality.Implement, configure, and maintain all CMDB processes, work instructions, and activities in compliance with ITIL.Ensure support documentation exists for the CMDB and that processes, tools, and data definitions are documented, maintained with accuracy, and followed in day-to-day operations.Assist in defining and registering configuration items (CIs) and the appropriate level of attributes and relationships to support ITSM processes.Establish CMDB data governance measures for measurement and remediation.Reconcile CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.Ensure changes to configuration and asset management methods and processes are properly approved and communicated to staff before implementation.Oversee special projects and initiatives as assigned.QualificationsMinimum Qualifications: A baccalaureate degree with 24 credits in voice/data telecommunications or related field and four years of relevant experience; or an associate degree with 12 credits in relevant field and five years of experience; or education/experience equivalent to the above, with additional supervisory experience as described.Preferred SkillsBachelor’s or associate degree in computer science, information technology, engineering, or business administration plus five years of experience, or eight years of equivalent experience.ITIL v3/2011 Foundation certification and knowledge of ITSM environments (Incident and Change processes).Experience managing direct reports and a functional area; strategic planning and project implementation.Ability to work across the organization with Infrastructure Project Delivery teams, vertical leads, and 3rd party vendors.Practical experience with ServiceNow CMDB, hardware/software asset management, configuration management, discovery, and service mapping; knowledge of Class model, CSDM, Business rules, and data policy controls.Strong customer service attitude; proficiency with data manipulation in tools like Access or Excel; ability to analyze data trends and produce quality documentation.LocationBrooklyn, NYHours/ShiftDay shift; due to 24/7 operations, may require weekends and/or nights/evenings.Residency and Additional InformationNew York City residency is generally required within 90 days of appointment. Some exceptions apply for certain titles and continuous City service. The City of New York is an inclusive equal opportunity employer and prohibits discrimination and harassment based on protected statuses.Note: This posting is for the Director, Configuration Management (SACM) role within OTI. For more information on civil service processes, applicants should consult the DCAS website and related NYCity processes. #J-18808-Ljbffr