Qualification Required

• Service Asset Management for Toxic Hardware/Software (HW/SW)
• Provides service desk function, performs related incident management (INC), change request (CR) and problem management activities for North America region Organizational Entities such as Configuration Management Database (CMDB) updates and/decommissions; provides initial CMDB support and resolution for operational activities; transfers incidents to appropriate teams for level 2 and/or level 3 resolution activities.
• Service Supplier Responsibility
• Project Support
• Run Support

Roles and Responsibilities

• Executes the CMDB process, working closely with IT Support and Leaders to ensure that Configuration Item (CI) specific information is gathered, maintained, and updated consistent with defined processes/procedures.
• Will have the responsibility for administering the CMDB process within the organization, working closely with other process leads and to ensure that Asset/CI specific information can be gathered and update with consistent followed processes.
• Additional responsibilities vary based on specific areas of expertise. Under general supervision perform or provide support for the Essential Job Functions listed below.

Technical Expertise

• When deemed necessary by Configuration Architecture person(s), participate in project related discussions and/or decision relative to CMDB Data, or Configuration Model changes.
• Assist to define configuration management processes, document processes using process workflow and create process documentation.
• Manually research, gather and load CI metadata into technology solution.
• Assist to write user acceptance test (UAT) cases/UAT metadata and solution.
• Create communications plan/communication material.
• Create training plan/training material.
• Project functions may require a “run function” task below that is established in the project to turn over the output to run support. 100%