IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.
Job Description
As a result of continued growth, we have a fantastic opportunity for an experienced IT Config and Asset Management Process Lead to join our global team.
This is an exciting opportunity for an action oriented individual contributor to create a new process to help optimise other processes including Change, Service Transition, and Problem management.
The IT Config & Asset Management Process Lead is a key role within the IT Service Excellence team enabling the IQ-EQ Global Technology functions to drive configuration and change management through control of CMDB management across the entire lifecycle, giving IT Operations visibility into all the IT resources in the enterprise.
As part of a new Target Operating Model that is embedding IT Service Excellence, this role requires a high level of proactivity across all dimensions of responsibility, maintaining strong partnerships across IT including Vendors and the Business.
You’ll be a leader and expert, recognised as a subject matter expert in all aspects relating to CI Discovery and the CMDB. You will ensure that the implemented process is followed to guarantee the integrity and accuracy of the data within, identifying and resolving any data gaps.
You’ll partner with Regional Technology, Service Excellence, Enterprise Technology, Information Security, IT Risk & Compliance, IT Applications, and IT Architecture teams to define and implement change and configuration management policies and procedures to support the health and effectiveness of the CMDB.
Tasks (what does the role do on a day-to-day basis)
Development of service strategy and are responsible for the design, communication, and enforcement of Configuration Management
Development and management of CMDB data governance policy and process
Establishes CMDB roadmap and reports on milestones and key performance indicators
Works with vendor partners and ServiceNow administrators to drive configuration item discovery strategy and execution
Ensure there are documented operational processes to ensure completeness and correctness of configuration item records
Works with configuration item class/data owners to drive adherence to the process and ensure correctness and completeness of CMDB
Identify, recognize, and analyse potential CMDB process issues from current and historical data, driving accuracy, and completeness of CMDB as well as consistency to address staleness and duplicate issues
Implement audits and help to establish remediation strategies related to findings
Drives CMDB management communication, and documentation, development and implementation of configuration management plans, processes, and standards
Implementor, developer and adviser to the Change Advisory Board (CAB) enacts changes as directed to ensures that changes do not have an adverse impact on services by enforcing configuration change compliance
Assists with training the organisation on CMDB management concepts, policies, standards and procedures
Engaged in strategic projects to ensure the CMDB team can deliver required functionality and within project timeframes
Qualifications
Education / professional qualifications
Example i.e., Graduate degree, preferably in IT related disciplines
Professional certifications such as PMP, ITIL or equivalent
ITIL Foundation qualification essential
Background & Technical experience
Strong experience in service management preferably in Asset Management or Professional Services organisation
Prior experience of ITIL disciplines
Practical experience of working with the ITIL service lifecycle framework specifically Service Design, Service Transition, Service Operational and Continual Service Improvement
Experience of an IT Service Management Platform (ServiceNow, ManageEngine etc)
Proven ability to manage customer perception through addressing issues and implementing solutions
Experience of working with suppliers within the bounds of a service contract
Technical experience of one or more operational toolsets, prefer ably gained via implementation
Have a demonstrable track record of working within an IT support environment
Understanding of Data Protection and Information Security principles
Company, product and market knowledge
Experience of working in a complex, multi-country professional services, financial services or BPO organisation with complex processing requirements
Multi-country experience and demonstrates an ability to work in a multi-cultural, talented, and demanding team environment.
Possess the skills and the personality to operate effectively in a very fast-paced complex global business with an in-depth knowledge of program management
Excellent communication skills in both written and oral form, with staff members, customers, suppliers, and the management team with the ability to make decisions, act and get results
Passion, dynamism, Drive, and Intellectual curiosity
Personal presence, integrity, and credibility
Ability to solve problems either independently or by utilising other members of the team where necessary
Languages
Fully proficient spoken and written English, additional European languages will be an asset
Additional Information
At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.
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