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SACM, Kolkata





Kolkata, India 

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**Job Role:** You will maintain the integrity of the data in the CMDB and adhere to the end to end SACM processes and procedures. Ensure that customer experience is optimised to lead towards overall Customer Satisfaction Score. Supporting use of the CM tool, supporting your manager to promote the CMDB and providing end-user guidance. + Performing configuration audits to verify and validate the contents of the CMDB correct any exceptions past and present. Periodic audits and data cleanse of CMDB + Actively contribute to Continuous Service Improvement Process, identifying new improvements where possible + Monitor and main the SACM group mailbox, ensuring all emails and actioned in a timely manner.Update Requests for Change (RFC’s) to ensure accurate changes and validation, and Impact assessing changes as part of the CI Linking task.Update incoming CIs as they are identified by RFCs and others that are not driven via Change process. + Make sure all Service fulfilment/catalogue orders have representation as CI’s and underlying assets in the CMDBSupport Audits internal and external with the customer to meet contractual obligations. + Baseline all software, licence, certificate and warranty data in the Definitive Media library (DML). + Reporting + Provide regular CMDB predefined and ad hoc reports to internal & external customers to support Major Incident Management, Problem Management, Change Management, and Release Management + Providing full extracts from the CMDB both internally and to the customer in the form of: + Management Information Reports + KPIs + Ad Hoc Operational Reports + Complete all mandatory HR and training requirements on time **The skills & experience you need** + At least 1 year proven IT Configuration Management experience to ITIL standards in major IT environments. + ITIL qualified to Foundation level + Preferably knowledge and experience of ISO 20k (where contract specific), working in an ITIL conformant organisation + Reporting skills i.e. Business Objects + Self-starter capable of working off own initiative + Excellent understanding of MS Office tools (particularly EXCEL) + Highly customer focused with excellent interpersonal, influencing and communication skills + Excellent work organisation and administration skills. + Previous experience of BT Systems (preferably - BMC Remedy/ Expedio) + Good methodical and organisational skills Ability to work to tight deadlines across multiple tasks **Job:** _IT, Systems and Security_ **Title:** _SACM_ **Location:** _India-India-Kolkata-Kolkata_ **Requisition ID:** _87086_
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British Telecom

London, United Kingdom
Web Site: www.bt.com
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