Lead Specialist-Account Services

About the position

This role is responsible for the management and maintenance of the Configuration Management Database (CMDB) and the customer facing Service Catalog. The role ensures data accuracy, availability, and relevance within the CMDB, and develops and maintains a comprehensive and user-friendly Service Catalog. This position is crucial for IT Service Management (ITSM) effectiveness and alignment with business needs.

Responsibilities
• Maintain and update the CMDB to ensure accuracy and completeness.
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• Develop and enforce CMDB policies, procedures, and standards.
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• Conduct regular audits to verify CMDB data integrity.
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• Manage configuration items (CIs) and their relationships within the CMDB.
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• Provide reporting and analysis on CMDB data.
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• Develop and maintain a comprehensive Service Catalog for services Verizon offers to the Commonwealth.
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• Ensure the Service Catalog is user-friendly, accessible and up to date.
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• Work with service owners to define and document service offerings.
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• Manage the service request process through the Service Catalog.
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• Monitor service performance and customer satisfaction with services listed in the catalog.
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• Update and communicate changes to the Service Catalog.
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• Integrate CMDB data with the Service Catalog to ensure accurate service dependencies.
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• Develop and implement processes to link CIs to services in the catalog.
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• Collaborate with IT teams to ensure alignment between CMDB and Service Catalog.
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• Provide training and support to users on the CMDB and Service Catalog.
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• Participate in billing, incident, problem, and change management processes.

Requirements
• Bachelor's degree or four or more years of work experience.
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• Four or more years of relevant experience required, demonstrated through work experience and/or military experience.
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• Experience with CMDB and Service Catalog tools.
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• Strong understanding of ITIL framework and best practices.
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• Excellent analytical and problem-solving skills.

Nice-to-haves
• A degree.
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• Strong communication and interpersonal skills.

Benefits
• Medical, dental, vision insurance.
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• Short and long term disability insurance.
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• Basic life insurance and supplemental life insurance.
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• AD&D insurance.
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• Identity theft protection.
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• Pet insurance.
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• Group home & auto insurance.
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• Matched 401(k) savings plan.
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• Stock incentive programs.
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• Up to 8 company paid holidays per year.
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• Up to 6 personal days per year.
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• Parental leave.
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• Adoption assistance.
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• Tuition assistance.
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• Vacation days that grow with additional service.

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