Principle Analyst: Asset & Configuration at NTT Ltd.

The Role:

The Principle Analyst: Asset and Configuration ensures the implementation of Service Now's Internal instances Configuration and Asset Management policy and standards in medium to high complexity environments.

Their primary responsibility are to define and control the components of services and infrastructure and and perform the day-to-day operational and managerial tasks demanded by the process activities to maintain accurate asset and configuration records.

Policies and Procedures:

• Use the approved Configuration Management Database and assists with managing the configuration items as defined and agreed with the client and in accordance with the rules contained in the Standards and Policy documents.
• Take responsibility for the management of the service assets of the organisation in order to support other service management processes.
• Assist with the enforcing of policies, standards and procedures to govern the asset and configuration management processes.
• Ensure that employees comply with identification standards for object types, environments, processes, life cycles, documentation, versions, formats, releases and templates.
• Attend Change Advisory Board (CAB) meetings.
• These individuals use their expertise and assist with the managing of the scope of the asses and configuration management process, function, the items that are to be controlled and the information that is to be recorded. In so doing they develop asset and configuration management standards, plans and procedures.

System Management:

• The IT Asset and Configuration Specialist contributes to the planning of the population of the Asset and Configuration Management System to ensure an accurate inventory of assets operated in the business.
• Contribute to the management of the Asset and Configuration Management System, central libraries, tools, common codes and data and ensure the accuracy of the data and regular housekeeping of this system.
• Evaluate existing Configuration and Asset Management systems and the design, implementation and management of new/improved systems for efficiency and effectiveness.

Training:

• Assist with the facilitation of awareness campaigns to win support for new procedures relating to asset and configuration management.
• Ensure that these changes in methods and process are approved and communicated to staff before being implemented.
• Assist with educating and training users on the use of the asset and configuration process.

Reporting:

• Extract and compile monthly reports as defined and agreed with the internal client.
• These reports include management reports which indicate suggested action to deal with current and foreseen shortcomings, impact analysis reports and asset and configuration status reports.

Act as Advisor:

• IT Asset and Configuration Specialist interfaces with the Change and Release Management, Network Management, Problem Management, Logistics and Finance functions.
• Assist the Change Control and Release Management teams by providing the basis for further activities to be planned on any asset and configuration item that enable the assessment of impact prior to change release.
• These individuals agree asset and configuration items to be uniquely identified with naming conventions.

Compliance Management:

• Ensure compliance with laid down procedures, they assist, contribute and participate in both internal and external audits.

Behavioural Skills:

• Demonstrates well developed verbal and written communication skills, dealing with a variety of stakeholders.
• Have the ability to work with individuals at all levels using their well-developed interpersonal skills.
• Have a bias for action and display strong attention to detail.
• Good problem solving ability and are able to cope well under pressure.
• Display a client service orientation, but are able to balance delivery with agreed and contracted expectations.

Required Work Experience:

• 6 – 8 years’ working experience
• At least 4 years’ experience working within Asset, Configuration and Inventory Management processes and systems
• Experience working with both internal and external stakeholders and suppliers
• Experience working in a global environment with a multi-cultural and multi-national team
• May be internal or external (vendor)
• Is a Subject Matter Expert in their specific technology platform
• Understands how their specific technology fits in with the overall IT Service and Service Lifecycle
• Is a respected member of a department who is able to combine daily departmental activities with the coordination role and an effective communicator
• Has knowledge of IT Infrastructure within their department
• Escalates infringement of procedures within the section to the Service Asset and Configuration Management Process Manager
• Monitors Service Asset and Configuration Management activities within the department
• Functions as a Single Point of Contact within the department
• Escalates modifications to the IT infrastructure without proper authorization by Change Management

Additional Job Description: 

• Ensure that the Service Asset and Configuration Management Process is used correctly within the department
• Be informed of the objectives and activities of the various support groups
• Coordinate initial identification of CIs within the sections of the department
• Ensure the Process, procedures, work instructions and tools are optimal from a departmental/section point of view
• Propagate the correct use of Service Asset and Configuration Management process
• Use or provide the Asset and CMS data to facilitate Impact Assessment for RFCs and to ensure that implemented Changes are authorized
• Liaises with the Configuration Librarian on population of the Asset and CMS data. Manages Asset and CMS central libraries, common codes and data
• Ensures regular housekeeping of the Asset and CMS databases
• Enters and reports (status) modifications to CIs resulting from their activities
• Signals and reports any deviation detected in the IT infrastructure from the status and/or composition as registered in the CMDB
• Executes CI identification and CI verification activities
• Engages with other departments to keep an up-to-date view on their objectives and activities
• Coordinates Service Asset and Configuration Management issues with other departments when needed
• Identifies improvement opportunities within the department
• Assists the Service Asset and Configuration Management Manager when proposing enhancements
• Identifies specific training needs within the department, and signals these needs to the Service Asset and Configuration Management Process Manager
• Communicates changes to the Process within the department and promotes use of the changed process