Lead Configuration Management Analyst recruitment

* Function as a Tier 2 level support for Configuration Management tool/process questions and liaison with Tier 3 to Configuration Automation (technical) group on CMDB items that need to be escalated for resolution.

* Support 'business as usual' work that will be received via a Request Ticket and require action (e.g., CMDB assistance - data entry, initiating tasks for other support groups, generating reports)

* Active role in the various Deployment and Decommission Processes, which will be to ensure that required business information has been provided and the accuracy of the data is preserved.

* Auditing/exception reporting to support data integrity within the CMDB(s) maintain and support configuration items baseline (monthly), as well as generating 'ad hoc' reporting for Senior Management as needed on the baseline.

* Maintain look up tables in the CMDB (e.g., make, model) of attributes of configuration items or assets.

* Function as a key contributor in the Continuous Service Improvement (CSI) processes for the Configuration Management Database (CMDB) and will require reviewing documentation annually.

* Train and mentor Global Services employees in configuration management processes, tools, and techniques for their daily activities, which may require off-hours training. Training is conducted via Web Meeting and rarely in person.

* Role in the Application Release Management Processes, which will be from a data perspective and validating relationships are created (e.g., App Server is related to a Storage components)

* Provide support to a Configuration Management Senior 'in location' employee
.

* Five years experience using an ITSM tool suite (e.g., Remedy, Service-now, etc) preferred but not required. Preferred is experience using a configuration management tool with workflow.

* A solid understanding of the inner workings/relationships of different infrastructure components (e.g., Network components are related to Server, etc.).

* ITIL v3 or v2 Foundation Certification

* ITIL process knowledge of all processes (e.g., Incident, Problem, Change preferred but Configuration Management is highly desired)

* Experience with Excel and has ability to generate complex reports that involve pivot charts.

* Adaptability and flexible to work in an organization that has projects with aggressive dates.

* Analytical skills, necessary to support audit and integrity of data

* Strong presentation skills - ongoing training on tool/process is a must.

* Excellent verbal and written communication skills. Heavy phone/email usage.

* Excellent problem solving skills, which can be initiated from a variety of sources: hot line, trouble shooting/Tier 2 support for CMDB, request.

* Ability to work with little supervision is a must

* Creative/strategic thinker - how can we improve?

American International Group, Inc. (AIG), a world leader in insurance and financial services, is the leading international insurance organization with operations in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional and individual customers through the most extensive worldwide property-casualty and life insurance networks of any insurer. In addition, AIG companies are leading providers of retirement services, financial services and asset management around the world. AIG's common stock is listed on the New York Stock Exchange, as well as the stock exchanges in Ireland and Tokyo. AIG is an Equal Opportunity Employer.