Asset & CMDB IT Practice Owner

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

30 Corporate Woods, Brighton, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

900083 ISD Infrastructure

Work Shift:

UR - Day (United States of America)

Range:

UR URG 113

Compensation Range:

$77,216.00 - $115,824.00

Responsibilities:

The Service Management Office (SMO) Practice Owner/Manager Asset & CMDB Management is a subject matter expert. This is both a strategic and operational role. Ensures the Practices support the ISD service value chain by developing and continually improving procedures that adhere to recognized ITSM framework standards and best practices. Responsible for developing the strategic road map and guaranteeing continuous improvement of the Practice. Accountable for the strategy, documentation, compliance and metrics of their assigned ITSM processes and related functions. Operational duties include the daily operations, guidance and governance of the practices. Accountable for the the day-to-day operation and execution of the Practice with active monitoring and engagement of internal and external practioners and teams. Reporting to the IT Service Delivery Manager, this position serves as part of an IT Service Delivery team that works in close partnership with Technology staff to drive operational excellence and continual improvement.

This position is the Practice Owner/Manager of the Asset & CMDB Management Practice. The role will own Asset & CMDB Management Practice. Administers IT assets (hardware and software) and technical service contracts. Implements administering IT asset management systems. Tracks IT asset lifecycle and inventory. Maintains supplier records, service level agreements and software license information/updates. Develops enterprise wide IT purchasing standards and procedures. Reviews new equipment/software requests. Verifies financial data (e.g. leased, depreciated or expensed), and monitors and reconciles changes in inventory. This role will coordinate extensively with all other aspects of the Service Management Office (Change, Incident, Problem, Knowledge, etc.) as well as other internal and external teams.

ESSENTIAL FUNCTIONS

Owns and Manages SMO Practice program and activities:

• Develops the Asset & CMDB Management program and accounting methods to create measurable targets and reporting
• Executes the operational and tactical activities assigned to the Asset & CMDB Management role as identified in the process RACI
• Monitors individual contributor and fullfiller team process compliance, training needs or gaps and overall health of the Asset & CMDB Management  process
• Applies a continuous improvement approach in enhancing the procedures and strategies employed in Asset & CMDB Management.
• Defines and enhances Asset & CMDB Management process, record/form requirements, workflows in accordance with policies.
• Performs daily and long-term operational and strategic management of the Asset & CMDB Management Practice.
• Validates Asset & CMDB Management records/content/health.
• Establishes and manages governance and organization structure for on-going management and ownership of the Asset & CMDB Management Practice.
• Documents and updates policies and procedures, draft/propose process improvements and evaluate proposes enhancements from external sources
• Supports Service Management Office on-call / after-hours support requirements

Coordinates Practice(s) with related service areas:

• Collaborates with the IT Service Management team (including other ITSM Practice Owners, ITSM Practice Managers and ServiceNow Platform team) to design and align Asset & CMDB Management Practice activities across interdependent functions
• Collaborates with other operational team leads (internal and external) and IT Application Owners to ensure the Asset & CMDB Management Practice outcomes are providing strategic and operational value and integrating in the most efficient ways possible
• Works with Operational teams to refine the use cases and requirements for each Asset & CMDB Management Practice data field/characteristic ensuring collection of relevant and useful data in the course of the process
• Ensures organizational compliance with policies throughout lifecycle of Asset & CMDB Practice records
• Works with IT Application Owners to provide operational value from practice outcomes

Provides Practice Reporting to Operational Team Leads and IT Leadership:

• Documents and reports on the overall health and status of the Asset & CMDB Practice
• Tracks KPIs and report metrics through high visibility dashboards and scorecards
• Tracks and report teams’ compliance with Asset & CMDB Practice Guidelines

Develop / Create / Provides practice Training

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• Bachelor’s Degree required
• Masters Degree preferred
• 4 years of relevant management level related experience required
• 3 years of IT Service Management / IT Service Delivery experience preferred
• Or equivalent combination of education and experience required

KNOWLEDGE, SKILLS AND ABILITIES

• ITSM tool experience – ServiceNow experience preferred
• Solid ITIL knowledge preferred
• Proven ability and experience in executing strategic practice processes successfully preferred
• Awareness of industry standard processes and frameworks used for supporting Practice(s) Management preferred
• Strong technical knowledge of Practice specific tools preferred
• Solid experience driving cross-organizational projects to resolution preferred
• Knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle preferred
• Vendor management and negotiation skills specifically related to process compliance & integration expectations preferred
• Experience working in Medical and/or Academic IT environment preferred
• Ability to carry out assigned tasks independently with little supervision preferred
• Ability to work well in a fast-paced, dynamic environment preferred
• Experience with collaborative tools such as Teams, SharePoint preferred
• Ability to communicate effectively and adapt quickly preferred
• Distinctive problem-solving and analytical skills combined with strong business acumen and technical ability preferred
• Excellent at performing multiple tasks at the same time without erring preferred
• Excellent communication and interpersonal skills preferred

LICENSES AND CERTIFICATIONS

• ITIL Foundations within 12 months of hire required
• Practice specific certifications preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.