Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Location: Guadalajara, MX.

Job Type: Full-Time

About the Role:

We are seeking a highly skilled IT professional with strong ITIL and ITSM experience to manage our IT Change and CMDB services. This role will be responsible for overseeing and managing Change Management Process, workflows, and CAB. This role requires a strategic thinker with excellent communication skills and a strong understanding of IT Change frameworks and methodologies. This role is also responsible for our ServiceNow CSDM/CMDB service. The management and maintenance of our Configuration Management Database (CMDB) enables other service owners to build and integrate their services. The CMDB Manager will ensure the accuracy and integrity of configuration data, supporting IT service management processes and be part of the ServiceNow team to drive continual improvement. 

Key Responsibilities:

Change Management

• Develop and implement change management strategies and plans to ensure successful adoption of IT Changes. This includes 21 CFR Part 11 regulated applications and services.
• Coordinate and manage the Change Advisory Board CAB.
• Manage the Risk Rating system to be able to identify and assess the impact and risk of proposed Changes.
• Ensure Change compliance KPIs are identified, monitored, and reported to stakeholders and leadership.
• Monitor and report on the progress of change initiatives, identifying and addressing any issues or risks.

• Provide training and support to end-users to facilitate adoption and compliance. 
• Maintain and update change management documentation and records.
• Continuously improve change management processes and practices.

CMDB Management

• Manage and maintain the CSDM CMDB, ensuring data accuracy and completeness.
• Develop and implement CMDB policies, procedures, and standards.
• Collaborate with IT teams to identify and document configuration items (CIs) and their relationships.
• Perform regular audits and reconciliations of CMDB data.
• Ensure compliance with ITIL and other relevant frameworks.
• Provide training and support to IT staff on CMDB processes and tools.
• Monitor and report on CMDB performance and usage metrics.
• Continuously improve CMDB processes and practices.

Qualifications:

• 10 years experience in IT service management roles is preferred
• 3+ years experience leading Change Management and CAB is preferred
• 2+ years CMDB service experience or similar experience that can demonstrated strong CSDM CMDB understanding.is preferred
• Strong understanding of ITIL and IT service management processes.
• Excellent communication and interpersonal skills is a plus
• Ability to manage multiple projects and priorities simultaneously is preferred
• Proficiency in Change management & CMDB tools and software. ServiceNow is a plus
• Excellent attention to detail and analytical skills is preferred
   

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field.is preferred
• Certification in Change Management (e.g., Prosci, ITIL) is a plus. 
   

NOTE: This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office at least three (3) days per week. #LI-Hybrid