Senior Configuration Analyst

The Senior Configuration Analyst will be a main player on the IT Service Management (ITSM) team with the key role of managing the day to day activities for the Enterprise Configuration Management process. Objectives include setting up the Configuration Management Database (CMDB), expanding use of the CMDB into other IT processes, aid in establishing a Configuration Management process, and establishing relationships with Configuration Item (CI) owners to enforce the process.
This role will focus on Configuration Management but will also be involved in other aspects of the ITSM processes such as Asset, Change, Incident, Problem, Availability and Service Level Management. The primary responsibility will be setting up and maintaining the CMDB.

What is the opportunity?

The Senior Configuration Analyst will be a main player on the IT Service Management (ITSM) team with the key role of managing the day to day activities for the Enterprise Configuration Management process. This role will focus on Configuration Management but will also be involved in other aspects of the ITSM processes such as Asset, Change, Incident, Problem, Availability and Service Level Management.

What will you do?

• Support the Senior Manager, Configuration Management Process Owner in the implementation of the CMDB
• Assist the Senior Manager, Configuration Management Process Owner with continual process improvement
• Collaborate with IT & Process Owners, and Process Stakeholders to gather and analyze needs, translating these needs into requirements
• Ensure the Configuration Management process is understood and adhered to
• Reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories
• Resolve CI duplicates within the CMDB
• Work with Discovery/CMDB administrator to enable Discovery services or implement scripts required to process data feeds to update the CMDB, establish and support controls and procedures to review, assess, prioritize, & track compliance to requirements incorporated into tool and process designs
• Maintain process documentation, user guides and operational procedures
• Develop reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy, perform CMDB audits to ensure data completeness and quality, enable process adherence through reporting and dashboards

What do you need to succeed?

• Bachelor’s Degree or Diploma in Computer Science, Information System or related field along with 5 to 7 years Configuration Management experience
• Experience in data analysis and management utilizing advanced Excel techniques
• Familiarity with Agile and SCRUM methodologies
• Experience in a large IT shared services organization with excellent interpersonal, communication, collaboration and documentation skills
• Ability to interact effectively with geographically and culturally diverse teams
• Understanding of Service Management processes
• ITIL v4 Foundations Certified

Nice to Have

• Familiar with CSDM
• Experience with ServiceNow

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Opportunities to building close relationships with clients

Job Skills

Adaptability, Critical Thinking, Decision Making, Detail-Oriented, Industry Knowledge, Information Technology Infrastructure Library (ITIL), Information Technology Trends, Systems Software, Time Management

Additional Job Details

RBC CENTRE, 155 WELLINGTON ST W:TORONTOTORONTOCanada37.5Full timeTechnology and OperationsRegularSalaried2023-12-222024-01-31