Director, Configuration Management (SACM)

Job ID: 731803

Location: Brooklyn, NY

Salary Range: $66,067/$71,246 - $150,000

Division: Customer Service

Job Description

(NYC Residency is required within 90 days of appointment)

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The Director of Configuration Management (SACM) is the Process Owner for the Service Asset and Configuration Management process. The role is responsible for ensuring the CMDB meets its goals in terms of scope, accuracy, and useability to provide support to the ITSM processes and benefit to the organization. The role provides technical and strategic direction for the area, and day-to-day direction to a team of SACM Specialists.

The position requires working with stakeholders, infrastructure support teams, management, architecture, application support teams and other areas throughout the organization in support of the goals of the CMDB, as these areas are often providers and well as consumers of CMDB data. Close interaction with the Management & Budget team (that own asset management) and the Event Management team are required as these areas have strong interdependencies with SACM.

The successful candidate will serve as the Director Asset Configuration for Customer Service. Responsibilities will include:

• Manage day-to-day operational aspects of the Service Asset Configuration Management team (includes data governance, data validation, task approval, working with the CI Custodians);
• Directly manage staff responsible for SACM.
• Define and drive strategic direction to progress CMDB quality and process efficiencies.
• Work with stakeholders to gather and document new requirements.
• Work with the architecture and development areas on new SACM requirements. Test, approve, and demo functional changes to stakeholders.
• Institute policies and procedures concerning services, methods, standards, and scope for providing services.
• Publish CMDB Governance metrics and establish CMDB data remediation processes: work with support teams, partners, and stakeholders to ensure CMDB quality.
• Implement, configure, and maintain all CMDB processes, work instructions and activities in compliance with the information technology infrastructure library (ITIL) framework.
• Ensure support documentation exists for the CMDB. Ensures internal processes, procedures, tools, data definitions are documented, maintained with accuracy, and are adhered to in day-to-day operations.
• Assist in defining and registering of configuration items (CIs); the appropriate level of attributes, and relationships required to support IT Service Management (ITSM) processes.
• Establish CMDB Data governance processes of measurement and remediation.
• Reconcile CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.
• Support the design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Ensure that changes to the Configuration and Asset Management methods and processes are properly approved and communicated to staff before being implemented.
• Oversee special projects and initiatives as assigned.  

Minimum Qualification Requirements

1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties.

or

2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above.

or

3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above.

or

A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above. In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

Preferred Skills

The successful candidate should possess the following:

• Bachelor’s or associate degree in computer science, information technology, engineering or business administration + 5 years’ experience, or 8 years’ equivalent experience
• ITIL v3/2011 Foundation certification and applied knowledge of real-world ITSM environments, specifically knowledge of Incident and Change processes
• Experience in managing direct reports, and being responsible for a functional area
• Experience in strategic planning, and project implementation
• Ability to work across the organization to maintain communication channels with the Infrastructure Project Delivery teams, vertical leads, and 3rd party vendors to ensure successful implementations
• Practical experience of ServiceNow CMDB, hardware and software asset management, and configuration management, discovery, and service mapping implementations
• Demonstrable technical understanding of ServiceNow CMDB; including knowledge of Class model, CSDM, Business rules, and data policy controls. The role does not involve development but a good knowledge of ServiceNow’s capabilities is required
• A strong customer service attitude is required
• Ability to manipulate date in common tools such as Access or Excel including use of functions and macros
• Ability to analyze data trends and produce quality documentation such as requirements, process flows, procedures, and policy documents

To Apply

Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml

* Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to www.cityjobs/jobs/search and search for Job ID # 731803

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW

APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

NOTE: This position is open to qualified persons with a disability who are eligible for the 55-a Program.

Please indicate in your cover letter that you would like to be considered for the position under the 55-a program.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

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