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Senior Service Management Configuration Manager

posted February 18, 2020

Hilton - System Solutions - Memphis
Memphis, TN

About This Job


***The location for this role is Memphis, TN (preferred); Dallas, TX or McLean, VA***

From smartphone capabilities like Digital Key to connected rooms that allow for integrated entertainment, temperature and lighting controls, Hilton’s Global Technology team is responsible for building the hospitality experience of the future – for our guests, owners and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.

What will I be doing?

As a Senior Service Management Configuration Manager, you will be on the Service Management Governance Team. You will be responsible for developing and maintaining a complete, accurate and compliant Configuration Management Database (CMDB) within ServiceNow. You must have a solid background with discovery and service mapping. You will provide process recommendations and help set standards for the CMDB in the Hilton Enterprise.

More specifically, you will:
  • Perform day-to-day responsibilities within the CMDB, using Integrations, discovery and other data sources to maintain the CMDB.
  • Help handle Service Mapping within ServiceNow for overall discovery of IT Business Services/Applications/Configuration Items.
  • Drive and maintain the completeness of CMDB data and provide measures to validate and carry out data accuracy throughout the CMDB.
  • Perform audits and resolve data integrity issues.
  • Build and manage Knowledge Articles pertaining to the CMDB.
  • Provide ad-hoc reporting against CMDB data as the need arises by partners.
  • Provide status reports for leadership.
  • Implement methods to collect metrics to assist in understanding and measuring the efficiency of current CM processes.
  • Respond to escalated issues and figure out appropriate course of action to problem solve.
  • Maintain a customer-focused attitude while designing processes.


What are we looking for?

We believe the success in this role will demonstrate itself through the following attributes and skills:

  • Social communicators, who will positively influence Hilton’s partners and who will communicate effectively at all levels
  • Dedicated, ambitious individual with good time management and attention to detail
  • Experience with ServiceNow CMDB
  • Strong knowledge of CMDB Dashboard
  • Reporting and critical metric creation
  • Experience with process and workflow modeling and business process engineering
  • Self-starters, who take initiative in implementing goals, utilizing analytical skills, and possessing adaptability to change
  • Other duties as assigned

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

  • Five (5) years of experience in Technology or related field
  • Two (2) years of experience with ServiceNow
  • Fundamental understanding of ITSM and ITIL principles
  • Experience building CMDB via Discovery
  • Knowledge of Service Mapping

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

  • Bachelor’s Degree OR Associate’s Degree plus six (6) years of Technology experience OR High School Diploma/GED plus twelve (12) years of Technology related experience
  • Seven (7) years of experience in Technology or related field
  • Five (5) years of experience with ServiceNow
  • IT Infrastructure Library (ITIL) Certification
What will it be like to work for Hilton?

Hilton is the world’s leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.



About This Employer

Hilton - System Solutions - Memphis

755 Crossover Lane
Memphis, TN 38117

Regional Office

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We are passionate about delivering exceptional guest experiences.

We believe Hospitality isn’t just a job; it’s a journey of self-discovery, growth, community and cultures. Our Team Members are extraordinary professionals who work together to deliver exceptional experiences for all who walk through our doors. As we continue to grow and innovate, our Vision “to fill the earth with the light and warmth of hospitality” has never faltered. We are more than a room for the night. We create heartfelt experiences for Guests, meaningful opportunities for Team Members, and a positive impact in our Communities.