Department Overview
ISAP IT Production Centre is an offshore delivery center managing IT Operations (RUN) for Paris, London and Asia. With over 250 people, it constitutes one of two main hubs for the company's IT production teams. This setup is operated in partnership with a Service Provider, who provides most resources on site.
ISAP IT Production Centre is split in 4 departments covering the following aspects:
- INFRA: core infrastructure- systems and network services
- APS: application technical support
- Middleware: Data services and Middleware services
- End-user & Transverse: End-user Services and Transversal activities, including Control Tower, Global Operations Center and Data Security Services.
Position
In a challenging and multicultural environment, we seek a configuration analyst to join the control tower section.
- The Configuration Analyst is responsible for administering and executing the configuration management process and ensuring CMDB data integrity. This role works closely with the Configuration Manager and all process owners within IT.
- The Configuration Analyst helps build and maintain the Configuration Management Database (CMDB) by identifying, classifying, tracking, and monitoring the operational details of assets from the Information Technology (IT) Asset Management process.
- By working closely with other technology teams to define, update, and monitor Configuration Items (CIs), the position supports the optimization of IT service delivery and helps identify business impact of outages across the enterprise.
- Leverage business knowledge and technical expertise to participate in business process improvements and engage in demonstrations, present value propositions, and proof of concepts.
Responsibilities
- Ensures recording and maintenance of CI information and relationships for all in-scope CIs contained within the Configuration Management Database (CMDB), ensuring data is current and provides quality input for Incident, Problem, Change, and other IT Service Management processes.
- Troubleshooting of CMDB technical issues – feed issue, data integration, bugs
- Provides expertise on the structure of the CMDB, including CI types, naming conventions, required and optional attributes and relationships.
- Oversees and performs configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with CI owners to remediate data inaccuracies.
- SPOC for Service Now IT4IT team and Technical RUN Teams for operational topics.
- Monitor health of the CMDB, recommending process, design, or operational updates to reduce time and cost requirements for CMDB upkeep and improve overall data quality.
- Monitor Interface report batch execution to ensure all data feeds are properly integrated into the Service Now CMDB.
- Recommend updates based on experiences to streamline processes and improve efficiency of execution.
- Collaborate with technology teams to design integrations and consolidate data from hardware discovery and asset repository systems, ensuring the CMDB has updated source data.
- Design, implement, and socialize detailed configuration management reports and dashboards to show overall health of the CMDB and the IT infrastructure enterprise wide.
- Automation – Work with RUN/Build team to automate feeds and CI fields.
- Coordinate and achieve the action plan for configuration management evolution.
Qualifications and Profile
- Expert knowledge of ServiceNow CMDB.
- Understanding of ServiceNow Discovery and Service Mapping tool
- Familiarity with the ITIL Framework, ITSM tools/processes/capabilities, and ITAM methodologies
- Familiarity with export, transform, and load data management technologies
- Interface analysis: SQL, Excel (Marco, VBA), Power BI, Batch (Powershell) skills
- Infrastructure Skills: Good understanding of Database Infra, Cluster infra, Middleware infra, CTRL-M, MQ for enhancement in Service Now.
- ServiceNow Analysis: Understanding of ImportSet process, CI models in Service Now
- Having knowledge of monitoring tools and scheduling jobs will be a plus
- Configuration Management / IT Asset Management experience of 3-5 years is mandatory
- Overall IT experience: 6 Years +
- IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT
- Technologies and/or Applications background with ability to grasp impact and interdependencies
Soft Skills
- Ability to do efficient multitasking
- Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
- Client Oriented with Strong Relationship management with experience in IT Support and Service Management
- Reactivity and ability to solve problems by using different methods
- Ability to learn and adapt and to be proactive
- Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
- Ability to work under pressure
Work Schedule
- Required to work on Paris and/or New York and/or Asia time zone*, i.e. 2pm to 11pm/4pm to 1am (summer season) or 3pm to 12am/ 5pm to 2am (winter season), or in accordance to the planned time schedule as required. If necessary, you may also be required to start work earlier or to extend working hours.
- May be required to be available for on-call support during non-business hours and/or on weekends. Allowance is claimable for such hours.
Education Requirements
At least a Bachelor’s degree in any of these faculties:
- Computer Science
- Information Technology
- Programming & Systems Analysis
- Science (Computer Studies)
Next Step
Prepare your updated resume and expected package.
Simply click on 'Apply here' or email to [email protected] to drop your resume
All shortlisted candidates will be contacted.
Prasant Sirohi
EA License Number: 91C2918
Registration Number: R22106307
