Sr. Practice Lead - ITSM, Configuration & Asset Management (Remote)

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

We are seeking a dynamic Senior Practice Lead, Configuration and Asset Management within the SMO (Service Management Office) to join our organization. Along with your team members, you will be responsible for establishing and building out the SMO, to create a compelling and consistent IT Service Management experience for the whole of CrowdStrike globally.

The Senior Practice Lead, Configuration and Asset Management will focus on implementing ServiceNow HAM and SAM Pro modules and the CMDB, and then maturing practices within CrowdStrike to ensure that CrowdStrike reaps the benefits and value of a best in class Configuration / Asset Management practice. You will work with IT Leadership, ServiceNow Architects and Developers to align processes with tool functionality, and promote a culture of Continuous Service Improvement across ITSM within the IT Team and across the enterprise.

What You’ll Do:

• Take ownership responsibility for the configuration and asset management Practice, and its corresponding ServiceNow modules HAM Pro, SAM Pro and the CMDB.

• Work with our implementation partners to drive a program implementing HAM and SAM pro and refreshing the CMDB.

• Working with your Manager, and the ServiceNow team: develop the operating model for managing a healthy CMDB within the SMO, and build out a three-year roadmap for your ITSM practice, the CMDB and the maturity of the CSDM.

• Work with CI and Asset owners across the organization to establish and manage discovery sources, discovery ranges and discovery schedules. Work with discovery source owners to remediate exceptions.

• Configure and manage the data in CSDM tables. Work with other ITSM practice leads to ensure that the CSDM roadmap align with the vision for their practice areas.

• Work with Enterprise Architects to manage the APM module, Application data and it’s role in the CSDM roadmap.

• Ensuring that your practice area is built on ITSM best practice and that this is reflected in the way the platform is configured

• Ensure that your practice area is sufficiently documented, trained and communicated to the whole support organization.

• Work with Organizational Change Management to craft compelling communications and change plans. 

• Help evangelize the value of the SMO by leveraging a consistent ITSM framework to the whole organization. Demonstrate this value using robust data analytics and reporting in ServiceNow

• Develop and execute KPIs for your practice area.

• Manage the delivery of new functionality by gathering requirements from service owners and driving implementation in line with industry best practice.

• Establish a strong relationship with the IT Service Desk and ensure ITSM helps them evolve their support organization in line with best practice.

• Other duties as assigned.

What You’ll Need:

• Bachelor’s degree in the field of computer science, information systems, other related degree, or equivalent experience (typically 8-11 years working in IT Service Management and / or with an ITSM platform).

• ITIL Certification - Minimum V3 foundation

• Demonstrable knowledge of the ITSM framework (ITIL).

• Knowledge of CMDB and Common Service Data Model (CSDM) concepts.

• Implementation experience with ServiceNow’s Configuration and Asset Management modules, Discovery and CMDB health rules.

• Demonstrable knowledge and experience of Configuration and Asset Management.

• Experience of Agile framework and working with Agile ceremonies, terminology etc.

• 3+ years of ServiceNow (or other ITSM platform) experience - including good working understanding of the ITSM modules and CMDB.

• Excellent written and spoken communication and interpersonal skills

• Demonstrated ability to influence peers and stakeholders

• A drive for automation, efficiency, and the streamlining of processes and workflows to reduce friction, and drive consistent experiences

Bonus Points:

• ITIL V4 foundation or above

• 2+ years delivering transformative Service Management programs

• Experience in standing up Application Portfolio Management.

• Agile Certification - Scrum Lead or equivalent

• Business analysis skills to turn business requirements into technical scope / statement of work documentation for Development teams

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Benefits of Working at CrowdStrike:

• Remote-friendly and flexible work culture

• Market leader in compensation and equity awards

• Comprehensive physical and mental wellness programs 

• Competitive vacation and holidays for recharge  

• Paid parental and adoption leaves

• Professional development opportunities for all employees regardless of level or role

• Employee Resource Groups, geographic neighbourhood groups and volunteer opportunities to build connections

• Vibrant office culture with world class amenities

• Great Place to Work Certified™ across the globe

Right to Work

CrowdStrike, Inc. is committed to equal pay for equal work in its compensation practices. The base salary range for this position in the U.S. is $110,000 - $190,000 per year + variable/incentive compensation + equity + benefits. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications, job level, supervisory status, and location.

Expected Close Date of Job Posting is:12-02-2024