ITSM Configuration Analyst

ITSM Configuration Analyst

Job title: ITSM Configuration Analyst

Location: Sofia, Bulgaria

Overview of the role:

We are looking for a Configuration Analyst, who will be a part of a team managing our Configuration Management Database (CMDB) and related processes. You will be responsible for the execution, and continuous improvement of our configuration management processes and working as part of the wider Service Management (ITSM) function, tasked with delivering value across the lifecycle of IT Assets and Services.

This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. These discussions are between you and your manager to find the best pattern for you both, while recognising that quality time together is essential for keeping us mission-aligned.

Our teams work from a lively location nestled within this historic city. Enjoy the best of both worlds with winter and summer offices, tantalizing free snacks and a gaming paradise for endless entertainment.

What you’ll do:

Reporting to the Configuration Manager, as part of your day-to-day activities you will work towards continual improvement of the CMDB, as well as managing incidents, problems, and change requests relating to the CMDB.

The role is responsible for maintaining asset and configuration information across Flutter IT applications, cloud, and infrastructure assets. You will assist in developing/maintaining processes and practice continuous improvement and maintain the CMDB as the definitive source of technology data.

Work closely with the CMDB Product Owner, operations, support, and service teams to ensure accurate asset and configuration data is recorded and periodically verified, including maintaining relationships between business and technology services, applications, and infrastructure components to ensure accurate change/incident impact assessments.

You will champion, provide guidance, and support IT and service teams to ensure IT and service configuration is managed by following agreed processes and procedures, ensuring a collective focus on providing a CMDB that will improve our ability to perform effective and efficient risk and impact assessments to prevent and reduce the impact of incidents.

As part of the overall ITSM team, you will work together as a group to ensure configuration management best practices are followed, and that as a unit ITSM functions work collaboratively with the goal of continuous improvement to service management.

Key Responsibilities

• Ensure the Configuration Management process is understood and adhered to; assist in identifying and onboarding new CI (Configuration Items) Types; work with CI Owners to help maintain their data, contribute to change management reviews and approvals for modification to CIs (Configuration Items) including the creation of a configuration control board (CCB)

• Work closely with Change, Incident, Problem, Request, ITAM processes to ensure there is accurate data available to these processes, partner with Atlassian administrators to design and maintain discovery tool processes

• Support controls and procedures to review, assess, prioritize, & track compliance to requirements incorporated into tool and process designs; maintain operational procedures and knowledge base; assist with process documentation and user guides

What you’ll bring:

Experience

• Experience managing Jira, Jira Service Management, and Jira Assets

• Experience building reports with PowerBI, EazyBI, or other BI tools

• 1-3 years of experience building, managing, and/or improving a CMDB

Education / Certification

• Undergraduate degree or Technical Certificate or equivalent experience

• ITIL4

Skills

• Strong knowledge of IT Service Management processes and ITIL best practices

• Good knowledge of modern programming concepts and understanding of Application and Infrastructure components

• Broad knowledge of networks, infrastructure, and security terminology and concepts

• Familiarity with cloud technologies (AWS)

• Experience in data analysis and management utilizing advanced Excel techniques

• Experience of managing change, especially ITSM process and toolset implementation

• ITSM skills including training, certifications, and familiarity of processes that uses CMDB

• Relationship building

• Good problem-solving, prioritization and decision-making skills

• Proven organizational skills, self-motivation, and ability to work on own initiative

• Excellent interpersonal and communication skills including the ability to work effectively with staff at all levels

• Ability to interact effectively with geographically and culturally diverse teams

It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.

Why choose us:

Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.

• Discretionary annual performance bonus

• 30 days paid leave

• Health and Dental Insurance for you, your partner and your children (if you all live at the same address)

• Personal life insurance and disability coverage

• A personal interest allowance to let you learn something new or pursue a hobby

• External learning support of up to £2,000 or equivalent in local currency, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

• Looking to extend your family? You will receive a cash gift of 1,000 BGN for your new addition whilst working for us

• 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay

• A sports’ card membership valid across the country

• Discounts as a compliment form us among different services

• Monthly food vouchers

• Free snacks, fruits and drinks in the office

Equal opportunities:

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at [email protected]. Your journey with us is focused on ensuring you have what you need to be your best self.

Learn more about the works we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/

The group:

Flutter International is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.