Configuration Manager

Job Description

Job Summary:

The Configuration Manager - CMDB & ITSM Platform Integrations is responsible for designing, implementing, and maintaining the Configuration Management Database (CMDB) and ensuring seamless integration with ITSM platforms and related systems. This role focuses on managing configuration items (CIs), ensuring data accuracy, and supporting IT service delivery by enabling effective integrations between the CMDB and ITSM tools (e.g., Fresh works, ServiceNow, etc.). The Configuration Manager will collaborate with cross-functional IT teams to align configuration management processes with ITIL best practices and organizational goals.

Key Responsibilities:

- CMDB Management:
- Design, develop, and maintain the CMDB to accurately track and manage configuration items (CIs) such as hardware, software, networks, and services.
- Ensure data integrity, consistency, and accuracy within the CMDB through regular audits, updates, and reconciliation processes.
- Define and document CI attributes, relationships, and dependencies to support IT service management processes.
- Create relationship mapping for Critical Cis
- Application tech stack mapping
- Monitor and report on CMDB health, identifying and resolving discrepancies or gaps.
- Integrate multiple sources of data to enrich CI information
- Work on vulnerability management tools like Qualys, Tenable for loading of vulnerabilities and map it with CIs
- ITSM Platform Integrations:
- Integrate the CMDB with ITSM platforms (e.g., Fresh works, ServiceNow, BMC Remedy, Jira) and other IT tools to enable seamless data flow and process automation.
- Collaborate with development and IT teams to design and implement APIs, webhooks, and other integration methods for real-time data synchronization.
- Ensure integrations support key ITSM processes, including incident management, problem management, change management, and asset management.
- Troubleshoot and resolve integration issues, ensuring minimal disruption to IT services.
- Process & Policy Development:
- Develop and enforce configuration management policies, procedures, and standards in alignment with ITIL best practices.
- Establish and maintain processes for CI identification, control, status accounting, and verification/audit.
- Collaborate with stakeholders to define service asset and configuration management (SACM) strategies.
- Collaboration & Support:
- Work closely with IT operations, service desk, application development, and security teams to ensure CMDB data supports operational and strategic objectives.
- Provide training and guidance to IT staff on CMDB usage, processes, and best practices.
- Support change management by providing accurate CI data to assess the impact of changes.
- Reporting & Continuous Improvement:
- Generate and analyze CMDB reports and dashboards to provide insights into IT infrastructure and service performance.
- Identify opportunities to improve CMDB accuracy, integration efficiency, and ITSM process effectiveness.
- Stay updated on emerging ITSM tools, integration technologies, and configuration management trends.

Qualifications:

- Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Experience:
- 8-10 years of experience in configuration management, CMDB administration, and ITSM platform integrations.
- Hands-on experience with ITSM tools such as Fresh works, ServiceNow, BMC Remedy, Jira, or similar platforms.
- Proven track record of managing CMDBs and implementing integrations in an ITIL-based environment.
- Certifications (Preferred):
- ITIL Foundation or higher (e.g., ITIL v3/v4 Expert).
- ServiceNow Certified System Administrator or equivalent certification.

Skills:

- Strong understanding of CMDB concepts, CI relationships, and ITIL processes (e.g., SACM, change management).
- Proficiency in integration technologies (e.g., APIs, REST, SOAP, webhooks).
- Excellent problem-solving and analytical skills to troubleshoot data and integration issues.
- Familiarity with IT infrastructure components (servers, networks, cloud services, etc.).
- Strong communication and collaboration skills to work with cross-functional teams.
- Ability to manage multiple priorities in a fast-paced environment.

Technical Skills:

- Knowledge of CMDB tools and ITSM platforms (e.g., Fresh works, ServiceNow, BMC Atrium, Cherwell).
- Experience with scripting languages (e.g., Python, PowerShell, JavaScript) for automation and integration.
- Understanding of database structures and querying (e.g., SQL).
- Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) for automated discovery

About Kidde Global Solutions:

Kidde Global Solutions is a U.S.-based multinational leader in fire and life safety, delivering cutting-edge solutions across commercial, industrial, and residential sectors. Backed by Lone Star Funds and headquartered in Florida, Kidde operates globally with a strong presence in Latin America, Asia, and Europe.

With a legacy of trusted brands like Kidde, Edwards, GST, Aritech, Badger, and Gloria, the company offers a full suite of advanced fire detection, suppression, and alarm systems. From high-performance fire extinguishers and fluorine-free foams to integrated fire alarm and control panels, Kidde is the partner of choice for critical industries including oil & gas, healthcare, data centers, and infrastructure.

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