Enterprise Configuration Management Database (CMDB) Process Delivery Lead-Remote
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Enterprise Configuration Management Database (CMDB) Process Delivery Lead-Remote page is loaded **Enterprise Configuration Management Database (CMDB) Process Delivery Lead-Remote**

**Enterprise Configuration Management Database (CMDB) Process Delivery Lead-Remote**

locationsUSA, California, Santa Ana time typeFull time posted onPosted Today job requisition idR030284 ****Company Summary****

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for six consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. ****Job Summary****

Our organization is on an exciting journey as we move from the classic data center to the cloud! We are looking for an experienced and highly self-motivated Configuration Manager with the ability and authority to ensure daily end-to-end delivery of our Configuration Management services. You must have strong analytical skills with the ability to think outside of the box to troubleshoot and guide others on a wide variety of complex problems and identify solutions within your functional expertise. You will heavily collaborate with process owners across the organization such as but not limited to Incident, Problem, Change, and Vulnerability Management. You are a good listener and can communicate technical subjects to both technical and nontechnical audiences, flexing your style as needed while encouraging knowledge sharing in and across teams. Excellent verbal, written communication and presentation skills are innate to you!

**We Encourage Remote Candidates to Apply**

**Core Responsibilities**

**Service Asset & Configuration Management**

* Maintain accuracy of the Enterprise Configuration Management Database (CMDB), assist in improving quality of data in the CMDB and assist in the cleanup/update of Configuration Item (CI) attributes in the CMDB.

* Manage and define Configuration Management exception criteria, as well as tracking, reporting and workflows

* Manage / Lead / Support Configuration Item review attestations and audits to ensure accuracy and completeness of configuration items maintained within the CMDB (both discoverable and undiscoverable)

* Accountable for coordinating service delivery for our Enterprise Configuration Management Database

* Responsible for maintaining accuracy of the Enterprise Configuration Management Database (CMDB), assist in improving quality of data in the CMDB and assist in the cleanup/update of Configuration Item (CI) attributes in the CMDB.

* Accountable to ensure that the day to day operational responsibilities for the associated Service Management process area are executed. Can be required to execute the day to day operational responsibilities.

* Provides a focus on SLA management and customer satisfaction across the relevant customer base. Working with stakeholders including internal customers (aka process owners) and vendors to understand challenges and gain consensus on improved system and operational solutions

* Ensures SLA reporting and methods to capture client satisfaction are in place and effectively used

* Lead and participate in initiatives to mature First Americans ITSM processes specifically for the Enterprise Configuration Management Database

* Responsible to continuously improve process productivity resulting in increased cost effectiveness and value

* Ensures and monitors processes and procedures, documenting the same where they do not exist or where refinement is required

* Plays a key role in improving the communication, quality of service and inter-working of the service management teams

* Configure and build reports, dashboards, CMDB Health view and Data Certification to manage data compliance and maintain the health of CMDB.

* Cultivates a solid understanding of all aspects of the production Service First platform. Is the resident Service First expert for automation, and notifications for the associated area of responsibility

* Lead process design initiatives, and manage the translation of those requirements to the Service First Development team.

* Required to perform duties outside of normal work hours based on business needs.

**Job Complexities**

* Uses skills as a seasoned, experienced team member with a full understanding of industry practices and established policies and procedures

* Troubleshoots and guides others on a wide variety of complex problems and identifies solutions within broad application and functional expertise

**ServiceNow Discovery**

* Provide support in the operation and maintenance of the ServiceNow Discovery application (eg discovery schedules and other discovery related operational activities)

* Continuously monitor discovery reports/logs, help with the identification of errors and work with subject matter experts (SMEs) to troubleshoot and resolve issues.

* Develop reports and dashboards for Discovery to highlight issues and progress.

* Ability to quickly and efficiently analyze and troubleshoot discovery alerts and errors

**Supervision Received or Extended**

* Works under minimal direction

* Regularly instructs, directs, and assigns work to team members, monitoring project status

* Uses expertise of other team members and leverages a wide range of additional resources to explore/implement complex customized applications as a solution

* Works cross functionally to achieve objectives

* Drives enhancements to department processes and procedures

* Negotiates, persuades and gains consensus from cross functional team(s)

* Coordinates creation or modification of process documentation

* Errors may cause significant loss of data, time and cost to the business

* No direct responsibility for the supervision of others

**Knowledge and Skills/Technology Used**

* Expert in the associated ITIL Process area, and well versed in the other ITIL process areas

* Understanding of cloud computing fundamentals across multiple cloud providers (AWS, Azure, Google, Oracle)

* Experience with automation of cloud resource provisioning via command-line tools, scripting, or APIS

* Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization and server concepts

* Knowledge of network concepts (routers, switches, firewalls, load balancing, mid servers, etc)

* Proficient and knowledgeable of ServiceNows Discovery platform capabilities to interface with complimentary tools

* Solid Technical writing skills

* Project Management skills

* Broad knowledge of IT policies and procedures

* Presentation skills

* Management and conflict resolution skills

**Typical Education**

* BS Degree or equivalent work experience **Typical Range of Experience**

* Typically have 5+ years of directly related experience.

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#LI-DS

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan. If you're looking for a career where you can work with great people in an environment that is built on strong relationsh