IT Change Manager

Position Details

Job Description

• Implement and maintain SAMA ITG Framework System Configuration Management domain at maturity level 3.
• Review and record configuration items for change requests (RFCs).
• Manage the Infrastructure Discovery and Application/Service Mapping lifecycles.
• Manage the transition of configuration management related changes from development to operations.
• Coordinate the operation support team for discovery of configuration items.
• Monitor and report configuration management related KPIs and KRIs.
• Govern the configuration management process and maintain configuration documentation.
• Produce weekly, monthly, and quarterly progress reports and dashboards.
• Ensure 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.

Key Responsibilities

• Manage discovery schedules and patterns, creating, monitoring, and optimizing them for performance and data accuracy.
• Troubleshoot and resolve discovery errors related to permissions, access, and data discrepancies.
• Maintain CMDB data quality by addressing stale CIs and reconciling discrepancies.
• Integrate new data sources into ServiceNow and ensure data reconciliation.
• Manage and optimize MID Servers, including capacity planning and configuration.
• Develop and implement custom discovery patterns.
• Collaborate with network, security, and application teams to ensure proper integration and access.
• Create and maintain discovery documentation and report on CMDB health and discovery performance.

Required Technical Knowledge

• Knowledge in configuration management lifecycle and 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 and related troubleshooting.
• Knowledge on operating systems, storage, databases, network and discovery tools.
• Hands-on experience implementing ServiceNow CSDM, Discovery and Service Mapping.
• Knowledge on SAMA ITGF, SCF and other banking frameworks.

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).
• Above 5 years in same field.
• Banking background (preferred).