Configuration Management Specialist (IT service Management)-ITDIO (Contractual)

Work for the IMF. Work for the World.

Job Summary

The Information Technology Department (ITD) of the International Monetary Fund (IMF) is seeking to fill a Configuration Management Specialist (IT Service Management (ITSM)) Contractual role. Under the general supervision of the Deputy Division Chief of Infrastructure & Operations, the ideal candidate will be part of the team that is responsible for managing the ITSM processes pertaining to changes, incident and problem resolution. The candidate will maintain and apply the ITSM processes, and work on improving IT efficiency and effectiveness through the enhancement of the ITSM processes.

The position requires knowledge and working experience in the following areas:

• ITSM lifecycle management.
• ITIL Framework with a clear understanding of the key processes (Incident, Problem, Change) and how they correlate to each other and other ITSM practices.
• Problem management, post-mortem analysis and lesson learned practice.
• IT operations in infrastructure.

Major Duties and Responsibilities

• Monitors ITSM policy and process compliance and guides staff on adherence and best practice.
• Participates in weekly/recurring Change Advisory Board meetings to review status of open Changes.
• Reviews change, incident and problem tickets for proper content, root cause analysis, and timely closure.
• Ensures operational processes and procedures are clearly documented and maintained.
• Develops and maintains ITSM-related templates.
• Performs updates of CI's as required in the system.
• Supports effective use of CMDB by support groups and other ITSM processes.
• Ensures that the CMDB is populated with CIs according to policy.
• Proactively identifies and suggests improvement areas.
• Supports the overall ITSM policy and governance.

Minimum Qualifications

• Advanced university degree in computer science, Management Information Systems, or related field of study or equivalent, plus a minimum of 4 years of relevant professional experience; or, Bachelor’s degree in computer science, Management Information Systems or a related field of study plus a minimum of 10 years of relevant professional experience is required.
• Must have at least two of the ITIL (v3 or above) certifications (ITIL foundation, any of trainings in the ITIL Specialist, ITL Strategist, or ITIL Leader tracks)
• Strong ITSM/ITIL multiple years of experience (problem, incident, change management).
• Demonstrated experience in ITIL-based Service Management role.
• Strong knowledge of ServiceNow module usage and processes.
• Strong interpersonal and communication skills that demonstrate confidence with technology and business processes.
• Ability to work autonomously and make decisions based on agreed policies, processes, and SOPs.
• Flexibility and adaptability to changing priorities and requirements.
• Strong documentation skills and action tracking skills to drive the recommendation acceptance process through completion.
• Understanding of ITSM ticketing systems, in preference ServiceNow.

This is a one-year contractual appointment. Contractual appointments at the IMF are renewable for up to four years of cumulative contractual service, pending incumbent's performance, budget availability, and continuous business need.

Department:

ITDIO Information Technology Department Infrastructure & OperationsHiring For:

A11, A12The IMF is committed to achieving a diverse staff, including age, creed, culture, disability, educational background, ethnicity, gender, gender expression, nationality, race, religion and beliefs, and sexual orientation. We welcome requests for reasonable accommodations for disabilities during the selection process.