Configuration Management Database Expert

Job Introduction

Serco is a trusted partner of European Institutions and International Organisations, providing ICT services and Contact Centre management across Europe. Our expertise ranges from information systems support to consultancy services delivered under governmental frameworks, supporting key entities such as the European Commission and its Executive Agencies. As a leader in Service Integration and Management, we ensure the seamless delivery of services across multiple platforms, reflecting our strong commitment to quality and operational excellence.

We are currently seeking a Configuration Management Database Expert to join our team supporting the EEAS in Maastricht, Netherlands, as well as in other locations across Europe. 

Key Responsibilities

In order to manage the MUAC IT landscape efficiently, a dynamic and up-to-date Configuration Management Database (CMDB) is a central component supporting IT Service Management, IT Operations Management, IT Asset Management, Information Security, and Compliance.

The next phase of the ACDC project is the CMDB implementation and the scope of the CMDB Expert responsibilities. The CMDB Expert will be responsible for:

• Refining the MUAC CMDB needs for the main stakeholders.
• Defining, in cooperation with MUAC stakeholders, the CMDB data model.
• Defining the sources necessary to populate the MUAC CMDB (an initial list is provided in Annex 1 – see Section 6; currently missing in documentation but requested).
• Configuring Helix Remedy for the MUAC CMDB implementation, including CMDB classes, attributes, and relationships to accurately reflect the IT infrastructure.
• Configuring Helix Remedy to define the interfaces to the identified sources.
• Understanding and utilising identification and reconciliation tools to maintain CMDB integrity.
• Monitoring and managing CMDB health, including identifying and resolving data quality issues and ensuring data compliance with established guidelines.
• Collaborating with other MUAC stakeholders to ensure integration of the CMDB with Incident, Problem, Change, and Asset Management processes.
• Monitoring discovery performance metrics and proactively addressing any deviations or bottlenecks to maintain CMDB data quality and completeness.
• Validating the MUAC CMDB with MUAC stakeholders.

Note: Regarding the Helix Remedy configuration, depending on the level of experience and expertise with Helix Remedy, training on Helix Remedy and CMDB capabilities will be provided by Remedy experts (at Eurocontrol’s expense) to the MUAC CMDB Configuration Manager. In addition, some support (also at Eurocontrol’s expense) will be provided by these Remedy experts to the MUAC CMDB Expert.

Skills

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• Listening, Reading, Writing, and Speaking in English at levels C1/B2/B2/C1.
• CMDB implementation and maintenance: minimum of 2 years of experience in CMDB implementation and maintenance.
• Integration experience: minimum of 2 years of experience integrating the CMDB with other ITSM processes such as Incident, Problem, and Change Management.
• Analytical and problem-solving skills: basic ability to troubleshoot complex issues and analyse data to identify gaps and recommend solutions.
• Communication and collaboration: demonstrated skills in working with diverse stakeholders, including technical teams and business leaders, to ensure alignment and buy-in; minimum of 1 year of experience.
• Independence and project management: proven ability to work independently, prioritise tasks, and manage multiple projects simultaneously; minimum of 1 year of experience.

Specific Expertise

Mandatory:

• CMDB tool expertise: experience and expertise in configuring and maintaining a CMDB using a CMDB tool (e.g. Helix Remedy, ServiceNow); minimum of 1 year of experience and expertise.
• Data management: expertise in data identification and reconciliation to maintain CMDB integrity, as well as managing CMDB classes, attributes, and relationships; minimum of 1 year of experience and expertise.
• IT infrastructure knowledge: broad knowledge of IT infrastructure topology, including applications, servers, and network configurations; minimum of 1 year of experience and expertise.

Desirable:

• Helix Remedy expertise: minimum of 1 year of experience and expertise in configuring and maintaining a CMDB using Helix Remedy.
• Discovery tools: understanding of how discovery tools populate and maintain the CMDB, including techniques such as agent-based, traffic-based, and tag-based discovery; minimum of 1 year of experience and expertise.
• Other tools: familiarity with related tools such as JIRA, Confluence, and the Microsoft Office suite (Project, Word, Excel); minimum of 1 year of experience and expertise.

Process and Methodology Knowledge

Mandatory:

• ITIL and ITSM: strong understanding of ITIL principles and processes, including implementation of the ITIL CMDB model; minimum of 1 year of experience and expertise.
• Asset Management: knowledge of the relationship between CMDB and Asset Management, including the types of data each process manages; minimum of 1 year of experience and expertise.

Desirable:

• Governance: experience in implementing and enforcing CMDB governance standards; minimum of 1 year of experience and expertise.

Package Description

Joining Serco amazing team offers:

• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work