Job Specifications
Permanent Full Time
The Sr Config Management Technical Lead will be a part of a highly motivated, team-oriented Service Configuration Management team with the key role of enabling the day-to-day activities for the Enterprise Configuration Management process. Objectives include governing/maintaining the Configuration Management Database (CMDB), aid in delivering a Configuration Management process, establishing relationships with Configuration Item (CI) owners/delegates to enforce the process and operating the ITOM discovery tool.
What You Will Do
Help Establishes and monitors day to day workload priorities and communicates to staff
Help mentors, coaches and provides direction to staff
Serves as an escalation point for data and operational issues
Participates in projects relating to Asset and Configuration Management; consults with project teams and I.S. areas as the subject matter expert of Asset and Configuration Management
Champion of Asset and Configuration Management; “markets” the service to the organization; establishes relationships with consumers of the service and assists them in identifying opportunities to improve their I.S. service by utilizing the Asset and Configuration Management Service; identifies process improvement and ITSM system enhancements to enable the staff in achieving service targets
Support leadership in the implementation of the CMDB and continual process improvement.
Ensure the Configuration Management process is understood and adhered to
Educate stakeholders and promote the adoption of Service Configuration Management practices across Canada Life, supporting improved data quality, operational efficiency, and alignment with enterprise service management standards.
Reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.
Resolve CI duplicates within the CMDB and develop reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy, perform CMDB audits to ensure data completeness and quality, enable process adherence through reporting and dashboards.
Operate ITOM discovery which may includes but not limited to:
Maintain Schedule scans
Review IRE rules
Troubleshoot Discovery issues
Creation/maintenance of discovery patterns/pattern extensions
Liaise with other domains on credential maintenance
Create and maintain Service Mappings
Work with Discovery administrator to enable Discovery services or implement scripts required to process data feeds to update the CMDB, establish and support controls and procedures to review, assess, prioritize, & track compliance to requirements incorporated into tool and process designs.
What you will bring:
Bachelor’s degree in computer science, Computer Engineering, or equivalent experience
Configuration Management experience
Knowledge in basic server, network administration and other infrastructure domains
Extensive hands-on experience with ServiceNow ITOM Discovery, including configuration and troubleshooting of discovery processes
Experience with ServiceNow CMDB
Experience in data analysis and management utilizing advanced Excel techniques
Ability to interact effectively with geographically and culturally diverse teams
Understanding of Service Management processes
Solid understanding of reporting
Strong analytical, problem-solving skills and a natural ability to solve complex issues. High attention to detail and strong ability to learn new technologies.
Passion for the possibilities of technology and for staying abreast of advances in technology and industry best practices
Working knowledge of CSDM
ITIL Foundations Certified
Collaborate with Data Owners, and Process Stakeholders to gather and analyze needs, translating these needs into requirements.
Familiarity with Agile, and SCRUM methodologies
Experience in a large IT organization with excellent interpersonal, communication, collaboration and documentation skills
Create and maintain Service Mappings
Creation/maintenance of discovery patterns/pattern extensions
The base salary for this position is between $86,300.00 - $110,200.00 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
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About the Company
At Canada Life, we're focused on improving the financial, physical and mental well-being of Canadians. Whether handling policy claims, help growing and protecting clients' retirement and investment savings, providing workplace mental health support for all employers or helping build stronger communities by investing in community projects, we are committed to putting the customer first in all that we do. That trust is built on the dedication, skill and energy of our employees and advisors and their commitment to our customers...
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