IT Specialist - Asset and Configuration Management

The IT Asset and Configuration Specialist works with a global team to spearhead strategic process improvement initiatives. This technical role, centered on ServiceNow ITOM tools, is vital for the successful implementation of ITOM ServiceNow. It encompasses designing, executing, and refining asset and configuration management processes while managing interdependencies within ServiceNow. 

Key responsibilities include collaborating with key resources to design and oversee implementation, using discovery tools to capture IT systems and populate the CMDB, and leveraging it as the primary source of truth for enterprise data. The specialist continuously reviews, revises, and enhances ITOM maturity in collaboration with key IT stakeholders, proactively engaging with IT teams to gather insights and feedback for continuous improvement. 

Additionally, the role involves establishing robust process governance to define, measure, and monitor best practices in service asset and configuration management. Overall, this position is crucial in supporting the entire IT organisation by optimising operations and establishing industry-leading IT best practices. 

Key duties and responsibilities include: 

• Develop and oversee the implementation of ITOM processes using discovery tools to capture IT systems, ensuring the CMDB serves as the primary source of truth for enterprise data. 

  
  

• Establish, implement, and manage the ServiceNow Discovery module, Integration Hub, import sets, and other discovery/integration solutions to populate the CMDB to ensure ongoing enrichment of the CMDB.   

  
  

• Oversee identification, reconciliation, and data refresh rules, including the Identification and Reconciliation Engine (IRE). 

  
  

• Design and implement the CI lifecycle roadmap, liaising with key stakeholders.  

  
  

• Serve as the subject matter expert for enterprise asset management solutions, supporting the intake of issues, queries, and enhancements. Lead the design process with key team members and assist in delivering ITOM project deliverables. 

  
  

• Identify opportunities for simplification, cost savings, risk reduction, and efficiency across the asset estate.  

  
  

• Create performance metrics to evaluate IT processes and services using ServiceNow’s performance analytics capabilities. 

  
  

• Determine if available entitlements can be allocated prior to initiating procurement activities. 

  
  

• Participate in weekly CAB meetings to ensure CMDB data drives positive change management. 

  
  

• Develop and maintain constructive and trustful relationships, ensuring efficient communication with all stakeholders. 

  
  

• Proactively initiate measures to detect gaps in documentation and advance its maturity.  

  
  

• Identify and assess risks associated with IT processes, proposing effective mitigation strategies. 

  
  

• Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimize processes. 

  
  

Candidate Specification:

Essential: 

• Extensive experience of working in the IT Asset and Configuration Specialist role or similar. 

  
  

• Significant experience in the implementation and management of ServiceNow ITOM tools.  

  
  

• Practical experience in implementing and managing the Common Service Data Model 

  
  

• Hands-on experience with ServiceNow performance analytics. 

  
  

• Excellent knowledge of IT Service Management processes. 

  
  

• Ability to create systematic and corporate-facing documentation of policies, processes, and work guides. 

  
  

• Proficiency in translating business processes into diagrams and workflows. 

  
  

• Proficiency in translating business processes through diagrams and workflows. 

  
  

• Excellent working knowledge of information technology and its application to business 

  
  

Desirable: 

• Hands on experience in ServiceNow HAM and SAM module administration  

  
  

• Experience with agile methodologies. 

  
  

• Proficient in Project Management.  

  
  

• Experience of working in a global organisation.   

  
  

• ITIL V4 qualified.  

  
  

Personal Attributes: 

• Highly self-motivated and directed.  

  
  

• Confident presentation and facilitation skills, strong interpersonal and leadership skills to enable engagement with senior management and stakeholders at all levels. 

  
  

• Ability to balance demands and priorities and think clearly under pressure. 

  
  

• Good analytical skills and attention to detail to identify discrepancies and drive the same to closure. 

  
  

• Experience collaborating successfully globally. 

  
  

• Passion for the possibilities of technology and for staying abreast of advances in technology and industry best practices.  

  
  

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

Equality, diversity and inclusion

We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.