itsm configuration analyst 11744

The ITSM Configuration Analyst position is part of the IT & Business Partner Direction and more precisely within the IT Strategy, Governance and Finance Department.

Under the supervision of the IT Enterprise architecture manager, who is acting as Service configuration manager & Process owner overseeing the long term Configuration Plan, the ITSM Configuration Analyst is mostly responsible for the daily execution of Configuration Management processes.

This includes registering new Configuration Items (CIs), maintaining data integrity within the CMDB, running automated discovery tools, conducting CIs audits and investigating discrepancies in coordination with the CI-class owners and CI owners.

The ITSM Configuration Analyst also contributes to the on-going IT Operational Excellence program aiming at improving our practice in terms of Configuration management.

The ultimate goal is to provide high-quality data that supports key IT processes like Change enablement, Service requests management, Incidents management and the Enterprise Architecture itself for accurate actual footprint and obsolescence risk analysis.

Responsibilities

• Review, update, and maintain CI records and their relationships within the CMDB to ensure the data reflects the true state of the live IT environment

• Monitor and troubleshoot automated discovery tools (e.g., ServiceNow Discovery) to ensure new hardware, software, and cloud resources are captured correctly

• Analyze data gaps, duplicate records, or unauthorized changes flagged by the system and work with technical teams to resolve them 

• Schedule and conduct regular physical and logical audits of IT assets and services against CMDB records. Identify gaps, unauthorized changes, and data discrepancies, and drive remediation efforts with the support of the CI-Class owners

• Generate health reports, compliance dashboards, and KPI metrics for the Configuration Manager and IT leadership 

• Promote and control adoption of the processes related to Configuration, strongly collaborating with the CI-class owners in order to ensure that CIs are tracked through their entire lifecycle, from procurement and deployment to decommissioning and disposal

• Assist IT staff (Service Desk, Engineers) in navigating the CMDB, creating CI relationships, and understanding configuration policies

• Collaborate regularly with the other transversal IT Governance roles like IT Quality & Compliance, IT Vendor Management, IT Finance, Project Management Office (PMO) and Data Governance

Qualifications & Experience

• A bachelor degree in Computer Science, Information Technology, Business Intelligence or a related discipline

• A minimum of 2-4 years experience in IT Service Management among which a few should have been focused on Configuration management

• History of working in an international & multicultural environment

• Good knowledge of a large ITSM tool, preferably ServiceNow

• Analytical, organizational and logic skills

• Experience with transverse management, as coordination tasks will occur through many teams.

• Attention to Detail: Meticulousness in spotting redundant, missing, or erroneous information.

• If possible, background in report creation and spreadsheet analysis. Knowledge in GSheet.

• Proven capability to synthesize large amounts of information efficiently, understanding how it affects the IT operations

• ITIL certification is highly appreciated.

• Fluent English; another language would be a plus.

Why Join Imerys?

At Imerys, we believe in fostering a work environment where employees can thrive. By joining our team, you’ll have the opportunity to work in a supportive, innovative, and collaborative environment. We are committed to providing our employees with the tools and resources needed to succeed and grow in their careers.