Job Title

Job Family

Job Code

Job Exempt

Configuration Coordinator II

Seiu_Professional

AIM110

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

S10

Salary

$31.51

$41.75

$51.98

Job Description

Performs administration of the Information Technology Service Management (ITSM) applications including the inventory of all related assets and configuration items. Responsible for maintaining the data integrations, monitoring, and service management tools in accordance with City standards. Define standards, metrics, and implements reporting in support of IT service management processes such as incident, problem, and change management. Works as a member of the Architecture team and oversees the day-to-day configuration management and repository administration. Responsible for the overall health and maintenance of the ITSM tools and other applications, and will help drive processes and procedures throughout the IT organization.

Minimum Qualifications:

Bachelor's Degree in Computer Science, Business Administration, or related field and four (4) years in IT or Business Analysis; or an equivalent combination of education, training, and experience. Experience working in a customer-focused IT support and team environment may be required, desired, or preferred. Knowledge of Application Administration, ITSM, ITIL v3, and TOGAF 9.1 desired. Must pass police background investigation.

Additional Qualifications for Promotion:

Promotions are not to be considered an automatic function of longevity and are subject to the review and authorization of the Supervisor. The employee’s last performance review must have resulted in an overall rating of Meets standards or better with no factor rating of less than meets.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Manages the complete ITSM environment including all maintenance and upgrades.

Responsible for the deployment of the auto-discovery process, which captures IT Systems, Network, and Applications, then populates the database.

Works with key groups to ensure accurate information is recorded and, as needed, manually creates relationships in the system, such as key business services and application connections to servers, databases, networks and cloud services. 

Works with system owners to establish processes that will keep the relationships and data updated on an on-going basis. 

Creates and maintains automated workflows in the ITSM environment to meet customer requirements. 

Responsible for providing accurate data for scheduled and on-demand reporting of metrics.

Manage inventory of assets and configuration items (including attributes and dependencies); to ensure that additions, modification and withdrawals of equipment are properly recorded in the ITSM and other external systems.

Collaborate on design, implementation and improvement processes related to software and hardware asset management and life cycles.

Create and maintain documentation of processes, procedures and reports.

Collaborate with Architecture Team and help maintain information and architecture documentation.Performs other job-related duties as assigned or apparent.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge and understanding of relational databases.

Ability to work with multiple teams to establish and champion new processes.

Ability to troubleshoot software application problems.

Ability to work with stakeholders to understand process requirements and translate those into tools/monitoring/workflow requirements and documentation.

Ability to work independently and collaboratively to resolve issues without detailed supervision in a fast-paced, dynamic environment.

Ability to take ownership of and follow through on user issues until resolution is achieved.

Strong relationship-building and people skills.

Excellent verbal and written communication skills.

Strong organizational skills and attention to detail.

Ability to handle multiple tasks concurrently and effectively respond to changing priorities.