IT Configuration and Asset Process Owner

**  This role can be based anywhere in Portugal  **

About IWG

We’re changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So we made it our mission to help millions of people have a great day at work – every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour’s coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want

Technology in IWG

We’re focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the “Digital First” workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we’re always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.

https://www.iwgplc.com/

The role

The role is for an IT configuration and asset process owner who will be responsible for the proper design, execution, training, and continual improvement of the processes, including definition of enhancements in ServiceNow. Furthermore, maintenance of proper report and define indicators/metrics to ensure the successfully implementation of the processes and show the value that those are bringing to the organization. This position will assist in the architecting of strategic priorities, business aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods.

Role and responsibilities:

• Develop and implement IT asset and configuration management strategies, policies, and procedures to effectively manage the organization's IT resources.
• Oversee the implementation and administration of ServiceNow, with a focus on Configuration Management Database (CMDB) and Common Service Data Model (CSDM) best practices.
• Collaborate with various teams, including IT, Finance, and Procurement, to ensure accurate and efficient tracking and management of IT assets.
• Maintain the CMDB, ensuring that all Configuration Items (CIs) are accurately documented and updated as required.
• Conduct regular audits of the CMDB to identify discrepancies, ensure data quality, and drive continuous improvement.
• Train and support IT staff on asset and configuration management processes and ServiceNow tools.
• Develop and maintain relevant documentation, including process maps, user guides, and training materials.
• Monitor and report on IT asset and configuration management metrics, providing insights and recommendations to optimize resource utilization and reduce costs.
• Collaborate with stakeholders to define and implement IT asset lifecycle processes, including procurement, deployment, maintenance, and disposal.
• Ensure compliance with relevant regulatory requirements, industry standards, and company policies.
• Act as a Subject Matter Expert for the processes in regards of enhancements in ServiceNow

Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT asset and configuration management, with a strong focus on ServiceNow, CSDM, and CMDB implementation and administration.
• Comprehensive understanding of IT infrastructure, hardware, and software components.
• Knowledge of ITIL and/or other industry-standard frameworks for IT service management.
• Strong analytical and problem-solving skills, with the ability to identify and address complex issues.
• Excellent organizational and project management skills, with a demonstrated ability to manage multiple projects simultaneously.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders.
• Experience in conducting audits and ensuring compliance with relevant regulations and standards.
• Strong documentation and training skills, with a focus on process improvement and knowledge transfer.

Skills:

• Good negotiation, communication, and presentation skills
• Exposure and working level knowledge of working with and interfacing to global delivery teams
• Excellent English communication and executive level presentation skills
• Proven ability to develop strong relationships with stakeholders both internally and externally
• Organised and analytical/data mind-set
• Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it
• Ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience
• Thrive in an entrepreneurial ‘tech-start-up’ team culture
• Experience of working in a global and multi-cultural environment and have appetite for fast-paced organizations with global delivery / reach
• Dynamic working approach, ‘agile’ rapid delivery approach to planning projects, and the ability to think innovatively to solve problems
• Can demonstrate initiative and ownership of issues through to resolution / completion