REMOTE - ITSM Configuration Management Senior Analyst (CMDB) at TrinityHealth in Remote
Description:
POSITION PURPOSE The Senior Analyst works with all departments within Information Services and its customers to provide Configuration Management services and support. The role is responsible for the technical oversight of the eCMS solution tool and uses the eCMS application or other tools to create and maintain the accuracy of Configuration Item (CI) specific information within the CMDBs. The position designs, supports and manages interfaces to data fed tools, defining and coordinating CI relationships, monitoring data integrity and ensuring alignment with integrated ITSM processes. The incumbent serves as a technical specialist and subject matter expert providing expertise and administrative support for organizing and mapping application systems and/or service models utilizing discovery and dependency mapping tools. Ensures appropriate communication, testing, and adherence to ITSM processes. ESSENTIAL FUNCTIONS Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions. Provides technical expertise and collaboration with ITSM process owners, ITSM Tools management, Application owners, and Infrastructure management. Provides input into the strategic direction for the eCMS and collaborates with other ITSM process owners to influence the success of IT Service Management. Leads and prioritizes the Configuration Management team's workload, meet regularly with team and stakeholders to implement best practice methodologies for CMBD support. Responsible for identifying configuration items (CI), designing the Configuration Management database hierarchy, naming conventions, relationship types and federated eCMS environment. Researches, reviews and analyzes the effectiveness and efficiency of procedures, and develops strategies for enhancing these processes in accordance with ITIL best practices enabling continuous improvement. Develops and maintains queries against databases such as Microsoft SQL, Oracle and MySQL, to prepare reporting statistics (KPIs), status reports and trends on current and historical data connected with and related to production CIs. Works with the ITSM Tools teams to configure the CMDB application to integrate with third party discovery service tools, internally developed interfaces to alternative CI data sources including; ZAM, Aperture, SCCM, etc. Provides training and guidance to other TIS colleagues on ITSM tool functionality and identifies enhancements to ITSM tools, facilitates cross functional meetings to determine and prioritize enhancements. Enforces Configuration Management policies and procedures and provides input into necessary changes to policies and procedures as needed. Leads cross functional meetings to conduct CMDB model design and system enhancements or configuration changes. Provides training and guidance to TIS colleagues on the Enterprise Configuration Management System (eCMS). Prepares and publishes Configuration Management job aides as needed, provides input and/or assists with the development or modification of Configuration Management training material. Develops and maintains highly complex detailed project plans. Monitors and communicates project status and provides status reports to management. Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior. MINIMUM QUALIFICATIONS Bachelor's degree in Computer Science, Engineering, Information Technology and a minimum of four (4) years of related experience or an equivalent combination of education and experience. Minimum of five (5) years of progressive experience including comprehensive knowledge of hardware, software, and system engineering required. Experience supporting large-scale Enterprise Configuration Management System (eCMS). IITIL v3 Foundations certification preferred. Strong proficiency with Windows based applications (Word, Excel, and PowerPoint). Strong organization and facilitation skills with cross-functional meetings. Strong analytical skills and problem solving skills. Ability to work independently on a day-to-day basis. Ability to mentor and provide guidance for less experienced staff. Ability to lead initiatives and manage projects required. Ability to meet deadlines and set priorities. Ability to interface with internal technical staff, application staff, hospital client users and external vendors. Ability to obtain and exchange information. Strong interpersonal and customer service skills. Strong organizational skills and attention to detail. Strong written and verbal communication skills. Must possess a willingness to learn and develop skills. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health. PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS This position operates in a typical office environment. The area is well-lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues. Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions. Must be able to set and organize own work priorities, and adapt to them as they change frequently. The incumbent must be capable of traveling in the course of completing project assignments. The incumbent may be required to work beyond normal business hours or to provide 24x7 on-call support for emergency changes, upgrades, and activations. Documents procedural guides for support team members.
Salary Range:
$80K -- $100K
Minimum Qualification
System & Network AdministrationEstimated Salary: $20 to $28 per hour based on qualifications.
POSITION PURPOSE The Senior Analyst works with all departments within Information Services and its customers to provide Configuration Management services and support. The role is responsible for the technical oversight of the eCMS solution tool and uses the eCMS application or other tools to create and maintain the accuracy of Configuration Item (CI) specific information within the CMDBs. The position designs, supports and manages interfaces to data fed tools, defining and coordinating CI relationships, monitoring data integrity and ensuring alignment with integrated ITSM processes. The incumbent serves as a technical specialist and subject matter expert providing expertise and administrative support for organizing and mapping application systems and/or service models utilizing discovery and dependency mapping tools. Ensures appropriate communication, testing, and adherence to ITSM processes. ESSENTIAL FUNCTIONS Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions. Provides technical expertise and collaboration with ITSM process owners, ITSM Tools management, Application owners, and Infrastructure management. Provides input into the strategic direction for the eCMS and collaborates with other ITSM process owners to influence the success of IT Service Management. Leads and prioritizes the Configuration Management team's workload, meet regularly with team and stakeholders to implement best practice methodologies for CMBD support. Responsible for identifying configuration items (CI), designing the Configuration Management database hierarchy, naming conventions, relationship types and federated eCMS environment. Researches, reviews and analyzes the effectiveness and efficiency of procedures, and develops strategies for enhancing these processes in accordance with ITIL best practices enabling continuous improvement. Develops and maintains queries against databases such as Microsoft SQL, Oracle and MySQL, to prepare reporting statistics (KPIs), status reports and trends on current and historical data connected with and related to production CIs. Works with the ITSM Tools teams to configure the CMDB application to integrate with third party discovery service tools, internally developed interfaces to alternative CI data sources including; ZAM, Aperture, SCCM, etc. Provides training and guidance to other TIS colleagues on ITSM tool functionality and identifies enhancements to ITSM tools, facilitates cross functional meetings to determine and prioritize enhancements. Enforces Configuration Management policies and procedures and provides input into necessary changes to policies and procedures as needed. Leads cross functional meetings to conduct CMDB model design and system enhancements or configuration changes. Provides training and guidance to TIS colleagues on the Enterprise Configuration Management System (eCMS). Prepares and publishes Configuration Management job aides as needed, provides input and/or assists with the development or modification of Configuration Management training material. Develops and maintains highly complex detailed project plans. Monitors and communicates project status and provides status reports to management. Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior. MINIMUM QUALIFICATIONS Bachelor's degree in Computer Science, Engineering, Information Technology and a minimum of four (4) years of related experience or an equivalent combination of education and experience. Minimum of five (5) years of progressive experience including comprehensive knowledge of hardware, software, and system engineering required. Experience supporting large-scale Enterprise Configuration Management System (eCMS). IITIL v3 Foundations certification preferred. Strong proficiency with Windows based applications (Word, Excel, and PowerPoint). Strong organization and facilitation skills with cross-functional meetings. Strong analytical skills and problem solving skills. Ability to work independently on a day-to-day basis. Ability to mentor and provide guidance for less experienced staff. Ability to lead initiatives and manage projects required. Ability to meet deadlines and set priorities. Ability to interface with internal technical staff, application staff, hospital client users and external vendors. Ability to obtain and exchange information. Strong interpersonal and customer service skills. Strong organizational skills and attention to detail. Strong written and verbal communication skills. Must possess a willingness to learn and develop skills. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health. PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS This position operates in a typical office environment. The area is well-lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues. Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions. Must be able to set and organize own work priorities, and adapt to them as they change frequently. The incumbent must be capable of traveling in the course of completing project assignments. The incumbent may be required to work beyond normal business hours or to provide 24x7 on-call support for emergency changes, upgrades, and activations. Documents procedural guides for support team members.
Salary Range:
$80K -- $100K
Minimum Qualification
System & Network AdministrationEstimated Salary: $20 to $28 per hour based on qualifications.
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