IT Configuration officer / senior officer

Valleysoft | Center of Excellence is a regional IT services provider based in Egypt, serving clients globally since 2006. The company collaborates with global partners like Oracle to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients.

Job Purpose

Responsible for managing and maintaining the configuration management database (CMDB) and ensuring that all IT services and related components are accurately defined, documented, and tracked. This role involves collaborating with cross-functional teams to ensure that the configuration of IT services aligns with business requirements and complies with organizational standards.

Job Description

1. Define, document, and manage configuration items (CIs) across the organization.

2. Ensure that all configuration items are properly identified, controlled, and aligned with organizational requirements.

3. Assist in the coordination of change and release management processes to ensure that service configurations are updated and maintained without disrupting business operations.

4. Work with change management teams to ensure configuration updates are properly documented.

5. Support the design and implementation of IT services by defining and documenting configuration requirements and relationships between services and IT infrastructure.

6. Conduct regular audits of configuration items to ensure the accuracy and completeness of the CMDB.

7. Work closely with IT service management teams, project managers, EA and business units to ensure that service configurations meet business and technical requirements.

8. Prepare and present regular reports on the status of configuration management activities, service configurations, and any discrepancies found in the CMDB.

9. Analyze and report on configuration trends, service performance, and areas for improvement.

10. Assist in incident and problem management by providing accurate configuration information to resolve service disruptions or issues.

11. Work with technical teams to investigate and resolve discrepancies between the service documentation and the actual configurations.

12. Collaborate with various IT teams (e.g., Service Desk, Infrastructure, Network, Application) to ensure that new or modified CIs are properly added to the CMDB and that obsolete CIs are removed in a timely manner.

Policies, Processes & Procedures

13. Follow and implement all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day-to-day Operations

14. Follow the day-to-day operations related to own jobs in the department and preparing requested reports to ensure continuity of work. Ensure being innovative, initiative and recommend new approaches related to own jobs.

Compliance

15. Comply with all relevant CBE regulations, banking laws, AML regulations and internal AAIB policies and code of conduct in order to maintain AAIB’s sound legal position and mitigate any potential risks.

• Education: Bachelor’s degree in computer science, Information Technology, or related field.

• Service configuration officer: 2-4 years of experience

• Service configuration senior officer: 4-6 years of experience

• Proven experience in IT service management or IT operations.

• Experience working with configuration management tools and databases (e.g., ServiceNow, BMC Remedy).

• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and practices.

• Knowledge of IT systems, services, and infrastructure.

• Experience with service management tools and CMDB.

• Familiarity with change management, release management, and incident/problem management.