Assoc Dir, Service Management at Syneos Health Clinical Solutions

JOB SUMMARY

• The Associate Director, Service Management is responsible for managing enterprise processes for service readiness, inventory, and changes.  The Associate Director ensures that new services are ready for implementation, strives for a comprehensive and accurate inventory of all existing services, and processes service changes in a compliant and efficient manner.  The Service Management team reports to the Associate Director.  The Associate Director reports to the Senior Director, Business Partner & Enterprise Architecture.

JOB RESPONSIBILITIES

•       Manage ServiceNow Configuration Management Database (CMDB) for comprehensive and accurate visibility to IT environment.
•       Work with various stakeholders and Configuration Item (CI) owners to ensure the quality of the CMDB data and all CIs are up to date.
•       Monitor and maintain the health and accuracy of the CMDB by leveraging dashboards and driving resolution of health issues with CI owners.
•       Conduct CMDB data quality analysis, provide recommendations to address data quality issues, and manage the implementation of approved recommendations.
•       Recommend, design, plan, and implement automation to improve the CMDB processes.
•       Manage CMDB roadmap and demand for issues and enhancements.
•       Manage CMDB governance and adoption.
•       Manage service readiness process to introduce new services into the environment.
•       Timely and compliant processing of System Support & Maintenance Plans (SSMPs).
•       Manage Change Management process to record changes to services in the environment.
•       Responsible for Change Approval Board (CAB) governance.
•       Timely and compliant processing of Change Requests (CRs).
•       Responsible for communication of service changes.
•       Manage Axonius application, including support, demand, governance, and adoption.
•       Responsible for Audits of above processes and applications.

Qualifications

•       BA/BS or equivalent experience.
•       5-10 years of technology experience.
•  TSM and CMDB tool - ServiceNow experience is mandatory.
•       Technology governance experience.
•  nterpersonal and leadership skills.
•       Strong communication skills, both written and spoken.
•       Consultative and results driven.
•       Time management and prioritization.
•       Experience with system validation preferred.
•  TIL certification preferred.
• Axonius experience preferred