Service Configuration Manager



Job Family


For over 80 years, GfK has been a reliable and trusted insight partner for the world’s biggest companies and leading brands who make a difference in every consumer’s life - and we will continue to build on this. We connect data, science and innovative digital research solutions to provide answers for key business questions around consumers, markets, brands and media. With our headquarters in Germany and a presence in around 60 countries worldwide, you benefit from our global company with a diverse community of ~9,000 employees.

Harnessing the power of our workforce, the greatest asset we have is our people. As part of GfK, you can take your future into your own hands. We value talent, skills and responsibility and support your development within our international teams. We are proud of our heritage and our future: Currently we are in the latter stages of a transformational journey from a traditional market research company to a trusted provider of prescriptive data analytics powered by innovative technology. This is only possible with extraordinary people and this is why we are looking for YOU to help create our future. For our employees as well as for our clients we pursue one goal: Growth from Knowledge!

Job Description

Mission of the role

The Service Manager for Service Configuration Management will be an integral member of the IT Service Management team and play a significant role in ownership, governance, and operational support for configuration management policy, process, and procedures used through the entire lifecycle of GfK’s ServiceNow CMDB. The Service Manager for Configuration Management will work closely with colleagues in GfK’s Infrastructure, Information Security, and Transformation teams to define and implement Configuration Management policy, process, and procedures, ensuring these are aligned with ITIL Service Configuration Management best practice. They will also provide proactive governance and support to ensure the completeness and accuracy of the CMDB, and demonstrate this through regular management reporting tailored for a wide range of stakeholders from the IT Senior Management Team to the Infrastructure Engineers responsible for keeping CMDB updated.

As a Service Configuration Manager you will have the following key accountabilities:

  • Creating, implementing, and maintaining the governance model (policy, process, and procedures) for the CMDB and ensuring that the process is followed to maintain the integrity and accuracy of the data in the CMDB

  • Development the road map for CMDB and the Service Configuration policy, process, and procedures, leading Service Configuration and Asset Management governance and maturity initiatives, and championing these to CMDB users across IT Services and GfK’s business

  • Being the subject matter expert in all aspects relating to CI automated Discovery and the CMDB, ensuring discovered data is correctly integrated into the CMDB and leading on troubleshooting and remediation for the data integrations

  • Managing and maintaining data relationships as defined in the Configuration Models (CSDM)

  • Staying current on ServiceNow products and applicable ServiceNow discovery and integration technologies related to the CMDB, CSDM and Service Configuration Management

  • Working closely with Change Managers and IT staff implementing changes to ensure that CI changes / updates are reflected in the CMDB in a timely manner

  • Working closely with the IT Service Managers, Business Relationship Managers and Infrastructure managers to review and maintain the accuracy of the CMDB

  • Establishing KPIs and measures to monitor and improve process efficiency related to the CMDB

  • Preparing and distributing reports showing process performance, adherence to policy and CMDB effectiveness

Now that you know what a Service Configuration Manager does, what skills, qualifications and experience do you need?

  • Experience of using the ServiceNow Platform to build and manage CMDB capability around the base and extended tables

  • Experience in applying the ITIL framework around Service Configuration Management to develop and improve policies and procedures around the CMDB

  • Experience in creating Service Mapping and relationships to build and manage the CMDB in ServiceNow

  • Experience in ServiceNow reporting to create dashboards and using these for health checks of the CMDB

  • Experience in working with the IT Service Management processes of Change, Problem and Incident Management in relation to the CMDB

  • Experience of administering and maintaining the environment of the Configuration Management System

  • Knowledge of hardware, software and application CI types including the Class structure of the CMDB in ServiceNow

Join our team and benefit from the following advantages: 

  • Exciting work environment that brings people together

  • Use of the latest digital technologies

  • Initial and ongoing trainings to support your development

  • Opportunities for personal and professional growth

  • Competitive remuneration and bonus scheme linked to individual performance and company results

  • Flexible working hours and home office

  • 3 additional non-working days annually

  • Food vouchers

  • Health insurance

  • Discount program with external vendors

  • Eco friendly travelers are welcome to the office – parking places for bikers and free card for public transportation are available to all employees

  • Last but not least – GfK Sofia office is located close to the city centre and easily accessible from any point by public transportation – 47A Tsarisgradsko Shose Blvd

All documents will be treated in the strictest confidentiality.
Only short-listed candidates will be invited for an interview.

We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal opportunity in employment which focuses on all of our employees reaching their full potential. At GfK we work collaboratively with our colleagues but offer a flexible working approach, including dividing our time between office & remote working as well as the opportunity to flex our working hours around team core hours.

We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit. We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.

Can there be a better place to take center stage in the digital revolution? We are excited to get to know you!

Posted: 8 days ago

City: Sofia

Work Area: IT

Job Time: Full Time

Requisition ID: R00014671