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WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. To achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program. This role is part of the newly formed Enterprise IT Service Management Organisation, reporting to the Practice Manager, Service Asset & Configuration Management.

The IT Configuration Analyst is responsible for carrying out enterprise Asset & Configuration Management activities. The IT Configuration Analyst is the data specialist and validator of the Configuration Management Data Base (CMDB), responsible for collecting, verifying, updating and reporting on the data in the CMDB, as well as identifying and resolving any data quality issues or gaps.

• Ensure Advance Shipping Notice files received from vendors are processed accurately.

• Develop and monitor Asset & Configuration Item (CI) data health reports/dashboards and resolve any issues.

• Maintain Asset & CMDB data quality to ensure that target metrics are established and met, resolving issues in a timely manner.

• Develop, document, and implement CI data audits and address any issues that arise.

• Ensure that CIs are created or updated using only approved processes and procedures.

• Manage tickets logged and assigned to the Enterprise Asset & Configuration Management queue and process general requests to create or update assets and, or the CMDB.

• Ensure Asset and Configuration models within Service Now are maintained and monitor to ensure correct use.

• As part of Merger & Acquisition projects, create and validate asset and configuration item records in ServiceNow.

• Collaborate with OneIT teams to ensure the accuracy of asset and configuration information.

• Onboard new infrastructure devices including printers, UPS, AVI, etc. into the CMDB, ensuring all attributes are recorded accurately.

• Process office closure asset and configuration requests (move assets, update status, update CIs etc.).

• Monitor & analyze data to discover and resolve asset and configuration discrepancies.

• Monitor asset connectors to ensure asset information and CIs in ServiceNow are being updated correctly.

• Ensure asset-to-configuration item creation is occurring and accurate.

• Work with hub aligned asset management teams to identify and resolve missing data records.

• Regularly review and improve the data being populated into the CMDB.

Required

• A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.

• Solid knowledge and experience of ServiceNow.

• Enthusiasm and dedication to drive continual improvement and, or change.

• Strong data management, data analysis, and data visualization skills with a good eye for detail and accuracy.

• Excellent documentation and communication (both verbal and written) skills.

• Process and detail orientated with a methodical and planned approach to achieving goals.

• Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.

• Be comfortable with ambiguity, thrive on change and engender a collaborative approach.

• Act as an advocate for the IT Organisation both externally and internally.

Preferred

• Bachelor’s degree in Information Technology or a related field.