IT Specialist - Asset and Configuration Management @ Mott Macdonald

The IT Asset and Configuration Specialist works with a global team to spearhead strategic process improvement initiatives. This technical role, centered on ServiceNow ITOM tools, is vital for the successful implementation of ITOM ServiceNow. It encompasses designing, executing, and refining asset and configuration management processes while managing interdependencies within ServiceNow.

Key responsibilities include collaborating with key resources to design and oversee implementation, using discovery tools to capture IT systems and populate the CMDB, and leveraging it as the primary source of truth for enterprise data. The specialist continuously reviews, revises, and enhances ITOM maturity in collaboration with key IT stakeholders, proactively engaging with IT teams to gather insights and feedback for continuous improvement.

Additionally, the role involves establishing robust process governance to define, measure, and monitor best practices in service asset and configuration management. Overall, this position is crucial in supporting the entire IT organisation by optimising operations and establishing industry-leading IT best practices.

Key duties and responsibilities include:

• Develop and oversee the implementation of ITOM processes using discovery tools to capture IT systems, ensuring the CMDB serves as the primary source of truth for enterprise data.
• Establish, implement, and manage the ServiceNow Discovery module, Integration Hub, import sets, and other discovery/integration solutions to populate the CMDB to ensure ongoing enrichment of the CMDB.
• Oversee identification, reconciliation, and data refresh rules, including the Identification and Reconciliation Engine (IRE).
• Design and implement the CI lifecycle roadmap, liaising with key stakeholders.
• Serve as the subject matter expert for enterprise asset management solutions, supporting the intake of issues, queries, and enhancements. Lead the design process with key team members and assist in delivering ITOM project deliverables.
• Identify opportunities for simplification, cost savings, risk reduction, and efficiency across the asset estate.
• Create performance metrics to evaluate IT processes and services using ServiceNows performance analytics capabilities.
• Determine if available entitlements can be allocated prior to initiating procurement activities.
• Participate in weekly CAB meetings to ensure CMDB data drives positive change management.
• Develop and maintain constructive and trustful relationships, ensuring efficient communication with all stakeholders.
• Proactively initiate measures to detect gaps in documentation and advance its maturity.
• Identify and assess risks associated with IT processes, proposing effective mitigation strategies.
• Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimize processes.

CANDIDATE SPECIFICATION

Essential:

• Minimum 8 years of experience of working in the IT Asset and Configuration Specialist role or similar.
• Extensive experience in the implementation and management of ServiceNow ITOM tools.
• Practical experience in implementing and managing the Common Service Data Model
• Excellent knowledge of IT Service Management processes.
• Ability to create systematic and corporate-facing documentation of policies, processes, and work guides.
• Proficiency in translating business processes into diagrams and workflows.
• Proficiency in translating business processes through diagrams and workflows.
• Excellent working knowledge of information technology and its application to business

Desirable:

• Hands on experience in ServiceNow in CMDB, HAM and SAM module administration
• Experience with agile methodologies.
• Proficient in Project Management.
• Experience of working in a global organisation.
• ITIL V4 qualified.

Personal Attributes:

• Highly self-motivated and directed.
• Confident presentation and facilitation skills, strong interpersonal and leadership skills to enable engagement with senior management and stakeholders at all levels.
• Ability to balance demands and priorities and think clearly under pressure.
• Good analytical skills and attention to detail to identify discrepancies and drive the same to closure.
• Experience collaborating successfully globally.
• Passion for the possibilities of technology and for staying abreast of advances in technology and industry best practices.

Flexible working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

Our benefits package is designed to enhance your experience:

• Agile working
• Critical illness and compassionate leave
• Paternity Leave
• Group term life insurance, and Group medical insurance coverage
• Career mobility options
• Short and Long-term global employment opportunities
• Global collaboration and knowledge sharing