Job Description

In the ITOM/ITAM/Core & CMDB Product team we are accountable for end-to-end governance and value delivery from IT Operations and Asset Management processes running on the GSK ServiceNow enterprise platform. The automated capabilities the team delivers critically influences the accuracy and usability of the data stored in the ServiceNow Configuration Management Database (CMDB), which in turn enables employees to consume the GSK ServiceNow platform to deliver high quality Service Management support to the GSK business.

The role holder will be accountable for the accuracy and stewardship of the data within the GSK ServiceNow CMDB, and continual improvement and operational efficiency of the CMDB governance processes, reporting and data model.

This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:

• Leadership: Establish and communicate the goals and objectives of ServiceNow Configuration Management in alignment with other IT service management efforts and champion the CMDB within and throughout the organization. Make sound decisions to optimize and sustain CMDB data accuracy, working in partnership with Data Owners and Product Owners to strengthen CMDB governance and leverage automation to simplify data maintenance.
• Product Domain: Be the product domain expert - ServiceNow Configuration Management Database (CMDB) and Common Service Data Model (CSDM) from a process and technology perspective, focusing on driving value for our business stakeholders. Own the ServiceNow CMDB governance processes and CMDB operating model and ensure alignment to the GSK Tech Configuration Management process. Own and evolve the CMDB CSDM aligned data model and be the approval authority for new CIs, CI Classes, CMDB Asset States, and Sub-states, and other key attributes that are non-service-related based on proposed and approved new CMDB use cases.
• Governance & Product Assessment. Accountable for CMDB data governance and Tech wide data stewardship including centralized audit and reporting capabilities. Drive outcomes across the ServiceNow Platform team and all Tech data owners to ensure CMDB data hygiene and accuracy is maintained. Use data to drive governance and operational improvements and to influence the strategic product domain roadmap.
• Quality, Risk & Compliance: Responsible for ensuring CMDB and CSDM governance processes and operational model are compliant with internal configuration management, security and risk management policies and practices, external regulatory and statutory requirements e.g. GxP, SARBOX
• Technical Configuration/Customization: Support the definition, design, and adoption of best practices related to the integration of the CMDB with other processes (ITSM, ITAM, and ITOM). Work with the SN Platform Product team to ensure new CMDB use cases and user journeys, GSK compliance requirements and SN CMDB best practices are aligned to ensure accurate CMDB content that is compliant and a trusted GSK Tech digital footprint.

Why you?

Basic Qualifications:

We are looking for a Configuration Manager with these required skills to achieve our goal:

• Some years of professional ITIL Configuration Management experience within an IT Service Management setting in a complex organization
• Proven experience in a Configuration Manager role, providing solutions to solve CMDB data related business problems across multiple customers
• Experience of designing, implementing, and managing Service Management processes and / or tools
• Practical understanding of an agile delivery methodology, and relevant framework experience e.g. Scrum, Kanban, SAFe
• Excellent senior stakeholder management, strong influencing, and communication skills
• Excellent leadership skills with experience collaborating with and giving direction to cross-functional teams
• Experience working with third parties in the delivery of working products/solutions
• Experience working with diverse teams (countries and cultures) effectively
• Strong sense of urgency, ability to make things happen
• Effectively manages multiple tasks in parallel.

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Lean Six Sigma
• ITIL Intermediate - Service Operations (v3) / ITIL Specialist \xe2\x80\x93 Create, Deliver and Support (v4) level qualification
• Problem Solving methods and techniques, e.g. Kepner-Tregoe
• SAFe certification

Why Us?

GSK is a global biopharma company with a special purpose \xe2\x80\x93 to unite science, technology and talent to get ahead of disease together \xe2\x80\x93 so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns \xe2\x80\x93 as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it\xe2\x80\x99s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We\xe2\x80\x99re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

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