Systems Engineer, Senior

**Remote Work: Yes**

**Overview**:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

Zebra Technologies is seeking a skilled Configuration Manager to support the strategy and consulting capabilities of our Next Gen SaaS & Solutions Support Program. As part of this team, you will be helping to define a vision for maturing the Zebra CMDB technology state and Service Model. You will be responsible for developing CMDB lifecycle process, procedures and policies and overseeing the management of configuration items, CI relationships and service model elements. You will need to be a self-starter, working in an agile environment focusing on innovative service delivery. Your excellent leadership, communication, collaboration, and interpersonal skills will be utilized as you work with passionate, motivated individuals across our Delivery Services organizations to define data element strategies for each service line.

**Responsibilities**:

- Ensure daily end-to-end delivery of Configuration Management services in accordance with the configuration management plan.
- Ensures all Configuration Items (CI) in scope are recorded in Configuration Management Database / Customer Service Management (CMDB/CSM) with correct attributes.
- Continuous automated improvements of non-discoverable data attributes.
- Capture CI data model and associated relationships.
- Maintains accountability for any changes to CI records, ensures that both minor and major changes are documented.
- Acts as escalation point for all issues involving assigned ITSM process(es) related to CSM / CMDB.
- Facilitate Configuration Item review and regular audits to ensure accuracy and completeness of CSM / CMDB (both discoverable and undiscoverable), assist in improving quality of data.
- Develop and maintain configuration management data element strategies and roadmaps.
- Participate in the planning, designing and implementing of the Service Model in CMDB to ensure visibility across the infrastructure environment.
- Participate in all management of CMDB data quality assurance activities, to include leading CMDB Analyst, on the ServiceNow platform.
- Working with process owners and service owners define best practices and procedures for identification of, capturing and maintaining business value data elements.
- Create, publish and manage configuration item life cycle management processes, procedures and policies.
- Provides process governance by establishing KPIs and performance reporting, ensuring process compliance and providing process training.
- Communicate and train technical and service line audiences about Configuration Management services, concepts, policies and procedures.
- Maintains work level instructions, user training, user guides and other documentation needed to execute ITSM processes in consistent way across all customers.
- Escalates all risks and issues related to process compliance to Process Owner.
- Responsible for implementation and continuous improvement of process performance to achieve customer satisfaction and increase process efficiency.

**Qualifications**:

- U.S. Only:

- Bachelors degree and 4+ year experience or Masters degree and 2+ year experience
- All other Regions:

- Bachelor's degree
- 6+ years work experience