Configuration Analyst

Job Title: Configuration Analyst

GCL: C2

Introduction to role

The purpose of the Configuration Analyst is to administrate the CMDB, updating and modifying CI as requested from across IT and Business areas. Additionally, you will support related tasks such as solve, reporting, and driving the maturity of the CMDB as a whole. We own the strategy, support, and development of our Shared Service platform (ServiceNow), which supports IT, HR, and Finance. There are great opportunities to demonstrate this capability to introduce efficient processes, workflows, features, and functionality to improve services for our customers. We work closely with ServiceNow to develop solutions and prioritize the introduction of new features and services to transform our IT services for our customers within AstraZeneca, enabling all areas of our business. We maintain the Configuration Management database (CMDB) and associated processes for AstraZeneca.

Accountabilities

The Configuration Analyst in Enterprise Technology Services is responsible for performing the following activities:

• Responsible for making updates to the CMDB based on workflow-driven requests
• Responsible for following update processes, SOP, and CMDB quality standards
• Responsible for creating and running routine CMDB reports
• Responsible for updating ServiceNow INC/RITM and other forms of workflow task items
• Recommends ITSM enhancements and continuous process improvement initiatives to reduce cost, risk, and improve time to value
• Work with the team to drive continuous improvement to all our Configuration Management processes, CMDB implementation, and procedures and seek opportunities for alliances and collaboration with other teams in End User Services
• Driving outcomes that are measurable, sustainable, and aligned to industry standard processes
• Assists with development, tracking, and execution of targeted Service Improvement Plans and other ITSM projects and initiatives as assigned
• Supports the maintenance of ITSM process, audit, and procedure documentation and measurements
• Uses reports and dashboards to monitor and support ITSM process performance and user compliance
• Provide asset, config, and service model process and tool trainings to stakeholders
• Maintain data certifications and a CMDB health dashboard
• Maintain CI class, attribute, and relationship properties for all CIs
• Work with collaborators and CI data owners to ensure the quality of the CMDB data is maintained and all CIs are up-to-date
• Work with Technical Service Owners and Domain Experts to build relationships between assets and ensure the accuracy of the CIs within the CMDB
• Experience with ServiceNow Discovery module
• Knowledge of CSDM Module

Essential Skills/Experience

• The candidate will have 3-5 years of experience and a demonstrated knowledge of Configuration Management implemented in ServiceNow. Minimum 3-5 years overall IT experience (Must)
• The ideal candidate should have a knowledge of a CMDB hierarchy implemented in ServiceNow ie Class, forms, dashboards, reporting
• ITIL Foundation Certification
• Good knowledge on CSDM, ITAM and Config life cycle
• Ability to confidently engage with all levels of the organization to produce desired results
• Can deliver to deadlines with accuracy and high standard of work
• Good analytical skills and attention to detail to identify discrepancies and drive the same to closure
• Experienced with analyzing and presenting accurate data to management that will be used to make key business decisions
• Understanding of/experience in Service Management processes and ITIL, especially IT Asset Management Lifecycle processes (including hardware and software)
• Knowledge of/experience in the technologies that support Configuration Management (CMDBs, auto-discovery, SAM tools)
• Excellent organizational, time management and communication skills; hard-working, detail oriented, and determined
• Candidate should be flexible and adaptable with the ability to work on multiple assignments and must be customer-facing; ability to prioritize and manage work, adhering to critical and aggressive timelines in a fast-paced environment
• Knowledge of Infrastructure / Networking is an added advantage

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Join a team with the backing and investment to win! You'll be working with cutting-edge technology. This marriage between our purposeful work and the use of high-tech platforms is what sets us apart. Lead the way in digital healthcare. From exploring data and AI to working in the cloud on new technologies. Join a team at the forefront. Help shape and define the technologies of the future, with the backing you need from across the business.

Ready to make an impact? Apply now

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.