Lead Service Management Analyst (IT CMDB Manager)

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The opportunity:

Responsible for the execution of the CMDB Process (directly perform and work with owners). Includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle.

You are great at:

• Responsible for defining and deploying the CMDB process.
• Define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process.
• Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
• Responsible for the execution of the process controls, ensuring that staff comply with process and data standards
• Interfaces with other processes and/or business functions to ensure they can leverage the benefits provided by the Configuration Management process
• Directs, prioritizes and schedules audits; ensures that any corrective action identified in Process and/or Database audits are carried out
• Directs and schedules the training of new Configuration Item (CI) owners and CI coordinators
• Manages the evaluation of Configuration Management tools and recommend those that best meet the organization's requirements.
• Ensures all new CIs are added to the database
• Ensures regular housekeeping of the Configuration Management System data
• Engages with other departments to keep an up-to-date view on their objectives and activities
• Flags 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
• Plans and manages a population of the Configuration Management System, including discovery and other data import methods
• Produces reports and Management information, including impact analysis reports and Configuration status reports
• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions

What it takes:

• Customer service oriented
• Advanced communication skills (English), both written and verbal
• Ability to support highly diverse environment (in person, virtual)
• Ability to interface confidently with executive and external customers
• Strong problem solving and decision-making abilities
• Ability to work individually as well as contribute within a global team environment
• Capable of working within a challenging, real-time environment with the ability to remain calm under pressure and maintain a professional presence
• Organized with an ability to manage and prioritize multiple projects and team responsibilities
• Standard 40-hour work week with regular business hours of 8:30am– 5:00pm IST
• There may be a requirement to manage email outside of business hours for business needs
• After-hours work may be necessary due to schedules, deadlines and / or reliability issues
• Minimal travel may be required.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.