At Ambu Global IT, the CMDB/Configuration position is to control and ensure the process globally that contains Asset data to IT/OT services are adhered and followed. The primary purpose is to handle knowledge about IT-OT related Assets. E.g., Servers, Workstations, Tablets, Mobiles, who owns or is responsible and how it is configured. All information is stored in a central configuration database (CMDB). Meanwhile, the knowledge Process is responsible for developing, implementing, and maintaining Knowledge Management Process. The primary purpose is to ensure that knowledge is captured, stored, and made accessible to relevant stakeholders.

The primary responsibility is to keep our CMDB in control, using CSDM model from ServiceNow.

The naming of the job title follows the ITIL roles and responsibilities, however this position is a Global position and individual contributor.

The objectives of Service Configuration & Asset Management are:

• To register and maintain data on all IT-OT Assets and Configuration Items (CI).

• To have a CMDB with “real-time” information for all known IT assets, how they are used, configured, and where assets are in its lifecycle.

• To have an overview of Asset/CI relations to other Assets/CI and Services.

• To support other processes with knowledge of the IT infrastructure.

The objectives of Knowledge Management are:

• Oversee the creation, review, and updating of knowledge articles and documentation.

• Ensure that all knowledge content is accurate, up-to-date, and easily accessible.

• Implement best practices for content management and document control.

Areas of responsibility:          

• Establish workflows for employees in the SACM process.

• Ongoing follow-up of deliveries and KPIs

• Align IT process with the Process owner.

• Provide input for process improvements to the Process Owner

• Carry out ongoing improvement activities on the SACM process, as well as ensure cross-functional coordination.

• Continuous updating of documentation

• Follow-up on registration practices, and tools are used as agreed.

• Participates on CAB board and similar.

• Monitor that the output of the process delivers what was agreed.

• Communicate SLAs and KPIs to the business.

• Prepare Reporting and Dashboards from ServiceNow (ITSM tool)

• Implement changes to enhance the efficiency and effectiveness of the Asset and Knowledge processes.

• Analyze metrics and feedback to identify areas for improvement.

• Ensure that ITSM management practices comply with organizational policies and industry standards.

• Maintain awareness of new developments in processes and ITSM best practices.

Suggest profile for this position:

• Solid knowledge of IT infrastructure (servers, databases, storage, networks, cloud solutions) and OT systems (e.g., SCADA, PLCs).

• Hands-on experience with ServiceNow CMDB management, including health dashboards, data quality audit mechanisms, and configuration of identification, inclusion, and reconciliation rules within the IRE framework.

• Experience with CMDB integration from discovery sources and implementation of Service Mapping based on CSDM.

• Strong experience with Asset and Configuration Management process.

• Familiarity with other ITIL v4 processes, including Change Management, Incident Management, and Knowledge Management.

• Proven skills in process improvement, governance, KPI tracking, compliance monitoring, and closing compliance findings identified during audits or assessments.

• Experience working in the pharmaceutical sector, including R&D (Research & Development) environments and awareness of regulatory requirements such as GxP.

• Certified in ITIL v4, ServiceNow Certified System Administrator (CSA), and Certified Implementation Specialist – Service Mapping (CIS-SM).