IT Change Manager

About the Role

HCLTech is seeking a Senior Specialist Configuration Management to join the IT Change Management Department. This full-time position is based in Riyadh and reports directly to the Executive Manager of IT Change Management. The role focuses on ensuring the integrity and accuracy of configuration management processes within the organization.

Key Responsibilities

• Implement and maintain the SAMA ITG Framework System Configuration Management domain to a maturity level of 3.
• Review and record configuration items for Requests for Change (RFCs).
• Manage the lifecycles of Infrastructure Discovery and Application/Service Mapping.
• Oversee the transition of configuration management related changes from development to operations teams.
• Coordinate with the operation support team for the discovery of configuration items.
• Monitor and report on Configuration Management related Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs).
• Govern the configuration management process and maintain all related documentation, including policies, procedures, and templates.
• Produce weekly, monthly, and quarterly progress reports and dashboards.
• Ensure that Configuration Management Database (CMDB) tasks related to every change request are properly closed and reviewed.
• Validate configuration items in terms of scope, impact, and release window prior to approval.

Configuration Management Specific Duties

• Manage discovery schedules and patterns, including creation, monitoring, and optimization for performance and data accuracy.
• Troubleshoot and resolve discovery errors related to permissions, access, and data discrepancies.
• Maintain CMDB data quality by addressing stale Configuration Items (CIs), reconciling data discrepancies, and ensuring overall data integrity.
• Integrate new data sources into ServiceNow and ensure data reconciliation through collaboration with various teams.
• Manage and optimize MID Servers, including capacity planning and configuration.
• Develop and implement custom discovery patterns to meet specific business requirements.
• Collaborate and communicate with various IT teams, including network, security, and application teams, to ensure proper integration and access.
• Create and maintain documentation for discovery processes and provide reports on CMDB health and discovery performance.

Experience and Qualifications

Candidates should possess 5 to 10 years of relevant experience in Configuration Management. A strong understanding of IT Change Management processes and frameworks is essential for this role.

Work Environment

This is a full-time position located in Riyadh, Saudi Arabia. The role involves working within the IT Change Management Department, contributing to the organization's IT governance and operational excellence.