Leads the process and procedures to maintain Configuration Items (CIs) in the appropriate Configuration Management Database (CMDB) required to deliver production applications, including their relationships. Partners closely with the Applications team, Infrastructure, and the broader Application Production Support team to drive thorough documentation and real-time updates and accuracy of configuration items related to applications to be the single source of reliable information. CORE WORK ACTIVITIES Drive Configuration Management Process, Procedures and Documentation * Own the application inventory master and unique record of all known applications * Account for the business assets, system configurations and services within the organization and their relationships that have been identified in the scope of the Configuration Management process * Be a single, virtual source of reliable information concerning application assets by bringing all relevant IT Services and Components under ongoing configuration management control i * Partners with the Change Management and Release Management teams to ensure all changes and releases are reflected in the CMDB CIs * Partners with the Incident and Problem Management teams to ensure all CIs are correct and available during incident/problem triage * Periodically audit CIs to ensure quality metrics are met * Define and publish appropriate metrics for CI completeness and accuracy Building Successful Relationships * Collaborates with Enterprise Application and Architecture and Infrastructure teams to continuously improve processes and procedures. * Liaises with vendors and Service Providers to select services and tools that best meet company goals IT Governance * Follows all defined IT standards and processes, and provides input for improvements to the appropriate process owners as needed * Maintains a proper balance between business and operational risk * Follows the defined project management standards and processes MANAGEMENT COMPETENCIES Leadership * Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. * Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action. * Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges. * Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action. * Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. * Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes. Managing Execution * Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization. * Strategy Execution - Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes. * Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. Building Relationships * Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company's service standards. * Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. * Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (eg, HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. Generating Talent and Organizational Capability * Developing Others - Supports the development of other's skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively. * Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit. Learning and Applying Professional Expertise * Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application. * Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges o Technical Intelligence: Knowledge and ability to define and apply appropriate technology to enhance business process o Development Methodologies: Knowledge of general stages of SDLC framework and the application tiers within the development space. o Information Security: Knowledge of the security considerations relevant within the development space, including industry best practices related to information security * Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges. * Basic Competencies - Fundamental competencies required for accomplishing basic work activities. o Basic Computer Skills - Using basic computer hardware and software (eg, personal computers, word processing software, Internet browsers, etc.). o Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. o Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. o Reading Comprehension - Understanding written sentences and paragraphs in work related documents. o Writing - Communicating effectively in writing as appropriate for the needs of the audience. Interested? Here's what you do next: If this position has captured your interest and you are excited to learn more, please apply now and the appropriate TCML Recruiter will be sure to reach out to you soon! Equal Opportunity Employer Veterans/Disabled. CANDIDATE PROFILE Education and Experience Required: * 8+ years' experience in information technology process and/or project management across diverse areas and technologies. * Undergraduate degree or equivalent experience/certification Preferred: * Experience with the ServiceNow platform, particularly the administration of Configuration items, defining process flows and creating dashboards and reports * Broad technical acumen across multiple disciplines & applications with a solid understanding of current technologies * 5 years in a technical discipline role with experience in planning, implementing and evaluating processes, systems and/or initiatives * Experience in software development across multiple programming languages and methodologies * Experience applying measurement processes/methods for assessing program outputs and outcomes or progress toward goals and objectives. * Certifications (eg, ITSM, ITIL, COBIT, PMP) * Ability to work across organizational boundaries, to help lead and influence change * Ability to command the process across all levels to ensure customer focus; including being assertive and self-starting * Demonstrated leadership experience in influence and garnering alignment from external organizations * Ability to align change management strategies with project * Skilled in conceptualizing creative solutions, documenting them, and presenting/selling them to senior management * Extremely high level of analytical ability with complex problems * Very high level of interpersonal skills to work effectively with others, motivate employees, and elicit work output in a team environment * Proven experience, knowledge and demonstration of continuous process improvement