IT Change Manager

HCL Technologies Limited; Riyadh; On-site; SAR 300,000 - 500,000; Full time

Job summary

HCL Technologies Limited in Riyadh seeks a Senior Specialist Configuration Management to implement and optimize the CM domain within the IT Change Management function. You will govern CM processes, maintain CMDB accuracy, and collaborate with network, security, and application teams for seamless integration.

The role requires hands-on experience with ServiceNow ITOM, MID Server, and Service Mapping, along with strong communication skills and ITIL expertise.

Qualifications

• Bachelor's degree in information technology, computer science, or related field; master's preferred.
• ITIL v4 certification is mandatory.
• PMP/PRINCE2 or service management tools certifications are a plus.
• Experience in ServiceNow ITOM platform is preferred.

Responsibilities

• Implement and maintain SAMA ITG Framework System Configuration Management domain to maturity level 3.
• Review and record configuration items for changes (RFCs).
• Manage infrastructure discovery and application/service mapping lifecycles.
• Transition CM changes from development to operations.
• Coordinate the operations for discovery of configuration items.
• Monitor and report CM-related KPIs & KRIs.
• Govern CM processes and maintain documentation (policies, templates).
• Produce weekly/monthly/quarterly progress reports and dashboards.
• Ensure CMDB tasks are closed and reviewed with every change.
• Validate configuration items for scope, impact and release window before approval.

Skills

Written communication

Verbal communication

Configuration management

Lifecycle management

Education

Bachelor's degree in information technology

Master's degree (preferred)

Tools

ServiceNow ITOM Platform

MID Server

Service Mapping

Scheduling

Discovery Tools

Job description

• Job Title: Senior Specialist Configuration Management
• Department: IT Change Management
• Reports To: Executive Manager IT Change Management
• Proposed Start Date: TBD
• Work Location: Riyadh

2. Job Description

• Responsible for implementation and maintain SAMA ITG Framework System Configuration Management domain with maturity level 3.
• Review and record configuration items for change (RFCs)
• Responsible for managing the Infrastructure Discovery and Application/Service Mapping lifecycles
• Manage the transition of configuration management related changes from the development to operations team.
• Coordinate the operation support team for discovery of configuration items.
• Monitor and report configuration management related KPIs & KRIs.
• Govern the configuration management process and maintain all configuration documentation (policies, procedures, templates, etc.)
• Produce Weekly\Monthly\Quarterly progress reports and dashboards
• Ensure the CMDB tasks related to every change request proper closed and reviewed.
• Validate the configuration items in term of scope, impact and release window prior the approval.
• Key Responsibilities:
• Managing Discovery Schedules and Patterns
• Creating, monitoring, and optimizing discovery schedules to ensure optimal performance and data accuracy.
• Troubleshooting and Error Resolution
• Investigating and resolving discovery errors related to permissions, access, and data discrepancies
• CMDB Data Quality
• Maintaining the accuracy and integrity of the CMDB by addressing stale CIs, reconciling data discrepancies, and ensuring data quality.
• Discovery Integration
• Working with different teams to integrate new data sources into ServiceNow and ensure data reconciliation.
• MID Server Management
• Managing and optimizing MID Servers, including capacity planning and configuration.
• Custom Pattern Development
• Developing and implementing custom discovery patterns to meet specific business requirements.
• Collaboration and Communication
• Working with various IT teams, including network, security, and application teams, to ensure proper integration and access
• Documentation and Reporting
• Creating and maintaining documentation for discovery processes and providing reports on CMDB health and discovery performance.
• Required Technical Knowledge:
• Knowledge in configuration management lifecycle
• Knowledge in configuration\cmdb management processes
• Knowledge in ITIL Service Management (Change, Asset, Release, Service Request and incident Management)
• Written and verbal communication skills are a must
• Knowledge on Microsoft Office Products
• Knowledge on ServiceNow Discovery, MID Server, Scheduling, Service Mapping & Its related troubleshooting
• Knowledge on Operating systems, Storage, Databases, Network and Discovery Tools
• Knowledge and hand on experience in implementation of Servicenow CSDM, Discovery & Service Mapping.
• Knowledge on SAMA ITGF, SCF and other banking frameworks.

3.Qualifications and experience:

• Bachelor's degree in information technology, Computer Science, or related field (master's preferred).
• ITIL V4 Certification (Mandatory).
• Certifications in project management (PMP, PRINCE2) or service management tools are a plus.
• Experience in ServiceNow ITOM Platform (preferred).