Job Description Job Title Configuration Specialist
Grade
M
Reports To (Title)
Manager, IT Asset and Configuration Management
No. of Openings
2
Organization Unit
Group IT – Infrastructure and Operations
Location Meydan Building M
1. Organisation Unit Purpose (why does the unit exist? What are the results the unit is expected to deliver?)
The Group IT ITIO (IT Infrastructure, Operations and Application COE) team develops and supports a comprehensive catalogue of technology services and platforms. The success of the team is measured through service availability, high velocity delivery of new and enhanced IT services that enable and empower the business and through the successful balancing of cost, capability development, risk and overall service performance.
As part of ITIO the IT Operations team is focused on driving the always available bank. We are the heartbeat of the organization focused on ensuring all IT services remain highly available, are resilient and recoverable. The team embraces new ways of working by enabling high velocity delivery through agile and lean service management practices while maintaining the focus on service quality and availability, ensuring we operate within the Groups risk appetite.
2. Job Purpose (Why does the job exist? What is the unique contribution made by the job holder?)
Core Objective
· The Specialist is responsible for maintaining the CMDB and application service model by utilizing the Service Management toolset and producing reports required to investigate why the configuration of an asset has changed.
· This role would ensure that the asset and configuration activities are carried out in alignment with documented processes, and that all asset information is adequately captured according to documented standards that are aligned to the ITIL framework.
· The Specialist will carry out frequent updates to the CMDB contents to comply with our organization standards. SLAs and other monitoring tools are in place to ensure the timeliness of this task.
· The Specialist will create monthly reports to measure the completeness and accuracy of the CMDB and suggest ways of improvements. Furthermore, the asset reports will need to highlight when assets need to be reviewed as part of the Asset Management Lifecycle.
· The management of software assets at Emirates NBD is a critical function to ensure license compliance, software is efficiently utilized, quick detection of vulnerabilities, and to drive cost efficiency through reduction and avoidance within the Emirates NBD Group.
· The accuracy of the software entitlements and software discovery sources needs to be maintained in order to ensure that there is a source of truth for all software asset information. This will allow efficient processing of software requests for end users of Emirates NBD and providing information related to the audit of software for costing and control.
· The Specialist will carry out periodic update of SAM tool with purchased software entitlements, renewed or new AMCs for software products as well as software recognition definition files available from the SAM vendor.
· The specialist will carry out periodic compliance review within the Emirates NBD Group and take corrective action wherever applicable. This includes ensuring that a single source repository of all software entitlements, proofs and counts are kept in a central location in ensure there is a reference point.
Essential Job Requirements
· Practical experience performing day to day operation IT Asset & Configuration lifecycle management activities
· Relevant experience in updating CMDB with Service modelling
· Excellent foundation in IT asset/configuration management / CMDB concepts,
· Process interface knowledge to Incident, Change, Release, Problem management.
· Passion to drive improvements and process oriented
· Practical knowledge of ITAM/SACM tools such as Remedy, SCCM, ADDM, Flexera, Snow and reporting tool.
· Proficient in MS Excel
3. Job Content (Describe the key results delivered by the job holder, how they are measured and the tasks performed to achieve the results?)
Key Results
Performance Measures
Main Tasks 1. Ensure accuracy of the CMDB by timely updates
· Achievement of Asset update timeliness SLA
· Update Asset information and relationships based on mandatory fields indicated in the CMDB Standards and Data Model Document and Asset and Configuration Management Plan
§ Complete asset management tasks assigned in Remedy
§ Prepare bulk remedy data loads where required as part of projects, changes and reconciliation activity
§ Liaise with the nominated Remedy contact in order to ensure data uploading is complete and accurate
§ Build Application service model in CMDB and continuously update the changes
§ Achievement of Asset Inventory Accuracy SLA
§ Ensure CMDB standards are followed
§ Produce asset reconciliation reports and rectify any mismatch in the report
§ Identify discrepancies in asset configuration and follow up with domain level owners to ensure proper reconciliation of the CMDB
§ Provide feedback to domain manager on adherence to asset management processes
2. Ensure Integrity of the CMDB
§ Achievement of Asset Integrity SLA
§ Utilize available discovery reports to reconcile configuration details that were highlighted in the integrity report
§ Follow up with appropriate domain contacts to identify sources of configuration information
§ Provide feedback to domain contacts on adherence to asset management processes
3. Ensure accuracy of discovery data
§ Achievement of discovered asset data quality and completeness at 95% effectiveness
§ Monitor discovery data quality and accuracy
§ Monitor completeness of data and coverage discovered devices
§ Resolve discrepancies in quality, accuracy and completeness of discovered asset information with help of internal IT team and vendor
4. Reduction in Software Cost/Avoidance of Cost
§ Reduction in software AMCs
§ Reduction in unnecessary software purchases
§ Involvement in the renewals, procurement, and negotiation of software by assisting the Procurement, Group IT, and Finance teams
§ Provide evidence to support reduction of AMC or alternative vendors
§ Review current software procedures that exist within Emirates NBD to remove the unnecessary purchase of software (i.e. under-utilized software through metering)
§ Where possible, look for alternative delivery models to reduce cost for software, including virtualization (Hyper-V, Citrix, VDI), cloud based, SaaS to replace traditional installation and delivery models
5. Inventory and License Compliance
§ All endpoints captured in the SAM tool
§ All license entitlements recorded in the SAM tool
§ All software products matched against entitlements
§ Maintain a list of software entitlements, proofs and inventory within the SAM tool
§ Complete software asset management tasks assigned in Remedy
§ Utilize available discovery reports to reconcile configuration details
§ Follow up with appropriate domain contacts to identify sources of configuration information
§ Provide feedback to domain contacts on adherence to software asset management processes
§ Drive compliance within the domains and educate/mentor administrations and SMEs on the correct process
§ Manage the corrective actions required to ensure software entitlement compliance
6. Service Improvement
§ Review of current software practices
§ Implementation of improved processes
§ Review the current software asset management practices with the operational teams
§ Implement improvement in how software requests, procurement of software and utilization is managed
§ Provide a significant step change on the current approach to software management
Interface (Int/Ext)
Reason
Committee
Reason
Group IT, Procurement, Finance, Group Risk and Security International (KSA, London, EGYPT, India, Singapore) and Group Entities
Manage effectively ENBD Asset lifecycle and recommend solution to optimize the use of hardware and software assets. Build application service models in CMDB.
Change Advisory board, Internal IT forums, Release Management
Liaise with internal teams and external vendors as required
7. Job Dimensions (a) List of Annual Profit/revenue/cost/volumes/portfolio etc. directly controlled or influenced by the job holder (b) Total number of employees managed (directly and indirectly) by job holder (c) Any other key aspects relevant to the job e.g. markets covered, products managed
Job Dimension
Value/Description
Job Dimension
Value/Description
Number of employees managed
0 Staff
Ensuring hardware software asset group compliance, lifecycle management and reporting
TBD
8. Person Specifications (required to carry out the job, not what the current or recommended incumbent possesses)
Specifications Description of Knowledge / Skill etc.
Desirable or Essential
A. Education
· General
· Professional IT based degree, university degree, or equivalent work experience required and banking qualifications
Certified ITIL Foundation
Proficient in MS Excel
Certified ITIL Intermediate RCV
Certified CSM (Certified software Manager)
Essential Desirable B. Experiences
(Years & Type)
· Industry · Regional
· Functional
Experience of successful implementations with sustained results
6 years’ experience as lead ITSM/ITIL implementer role in large enterprise wide projects
4 years of experience in Asset and Configuration management and working with associated tool sets
2 years of experience in Finance / Banking industry
Essential C. Knowledge & Skills
· Technical
· Managerial
Technical
Practical experience in CMDB and Asset & Configuration Management operational activities in IT organization or service organizations
- IT, Procurement, HR and Finance process knowledge
- Software Asset Management solution (i.e. Snow, Flexera)
- Asset discovery solutions (i.e. BMC Discovery, Service now discovery)
- Other Infrastructure application (i.e. Hyper-V, VMware, vSphere, SCCM, Solar wind)
- Experience interpreting licensing terms and conditions, and product use rights across various vendors MS, Oracle, IBM, Symantec, Adobe etc.
- Copyright knowledge for software licensing
- Software Asset Management knowledge and experience
- Technology basic skills regarding system platforms (MS & Oracle
- Service Management Toolsets (i.e. Remedy, Service Now, Self Service Solutions,)
Essential Desirable D. Behavioral Competencies
· Thinking Related
· People Related
· Self Related
- Self - Driven & Goal Oriented
- Conceptual thinking, strategic orientation,
- Analytical thinking, innovation, flexibility, integrity.
Essential Qualifications AS Mentioned in the JD
