IT Asset and Configuration Management Analyst

**About the job**

This full-time position relates to an internal IT Services Provider within a banking services group and is based in Lisbon (temporarily at Damaia, Amadora) requiring office presence once a week.

**Purpose**

Would you like to drive asset and configuration management of ITIL practices (Information Technology Infrastructure Library) for IT Service Management (ITSM) in the EU Bank? We’re looking for a dedicate individual who will help us make further impact. Join us in our journey of driving the digitalization of the Bank

**Operating Network**

You will report to ITSM Manager, and will be responsible for providing, maintaining, and improving the ITSM CMDB for operations and operational processes.

Given the operational risk linked to some processes, it is required that you act as back-up for the actual ITSM Manager.

ITSM is currently based on BMC Helix DWP/Middleware/Smart IT/Discovery cloud solutions (that currently support Service Catalog for Service Requests, Work Order, Incident, Problem, Change, Knowledge, Release, SLM, Dashboards and Reports) but with serious interest towards ServiceNow cloud solutions.

**Accountabilities**
- Maintain the Configuration Management System, including the CI data model and relationship, to ensure CMDB accuracy and completeness. This means daily updating CMDB upon infrastructure change requests completion.
- Assure that all operational services (and those being prepared) are recorded within the CMDB and aligned with our Enterprise Architecture.
- Assist in developing standard IT configuration management methodology.
- Help proposing, improving, and developing IT policies, processes, and procedures.
- Manage, implement, refine, and enforce the IT asset and configuration management policies and processes to support the overall IT operations.
- Establish formal CMDB governance model and monitor the Key Performance Indicators (KPIs).
- Support process owners in the development of CMDB policies, processes, and knowledge base and work closely with them to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships.
- Provide Configuration Management process consulting services to project teams and work with other service management processes to understand new requirements and identify how Configuration management can support.
- Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices to expand knowledge on CMDB and how to leverage it.
- Develop and analyze functional and technical specifications.
- Drive CMBD transformation to align with ITIL best practices.
- Coordinate and evaluate projects and activities in ITSM domain.
- Provide expert advice and recommendations to find appropriate solutions and actions in the own area.
- Develop, establish, and maintain constructive and trustful relationships, as well as efficient communication, with all internal and external stakeholders.
- Plan activities using an agile mindset and tools.
- Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive attitude to elevate service quality and drive engineering excellence.

**Qualifications**
- At least 5 years of relevant experience in managing ITIL processes with a focus on IT Asset/Change/Release/Configuration Management.
- Experience in working successfully with external service providers in a multisource environment.
- ITIL Foundation Certification (ITIL v3 or ITIL 4) is required. Other superior level of ITIL certifications would be very valuable - for example ITIL Specialist Certification (Create, Deliver & Support).
- Familiarity with IT infrastructure (Azure Cloud and OnPrem) to identify the relationships between CIs.
- Familiarity with ServiceNow (preferred) and BMC Smart IT/Helix (a plus) - certifications on these solutions would be highly appreciated.
- Fluent knowledge of Portuguese and English (spoken and written).
- Experience in working with or leading technical teams in the context of IT Service Management would be valued.
- High school diploma is required. It will be valued a university degree (or degree equivalent to a Bachelor) preferably in Computer Science, Information Systems, or similar relevant fields.
- Is also highly valued:

- Active listening, communication, flexibility, and teamwork.
- Very good level of awareness for details.
- Ability to be autonomous.
- Commitment to the job and the team objectives
- Systematic, critical, and logical thinking.
- Aim to deliver very high-quality results.
- Respect the procedures, methodologies, and directives.
- Good listening and questioning ability.
- Ability to plan work ahead and to prioritize workload.