Servicenow Configuration Management Database Analyst II

Overview

The ServiceNow CMDB Analyst II will be part of the Service Management Office (SMO) ServiceNow IT Asset Management (ITAM) team supporting the Configuration Management Data Base (CMDB) utilizing the ServiceNow platform. The ServiceNow CMDB Analyst II will have strong impacts on the IT Asset Management, Incident, Service Interruption and Change processes and maintain partnerships with the Application, Database, Enterprise Architecture, Network and Server teams for the installation and maintenance of the Applications and Services they run. Responsible for defining, implementing and maintaining the ServiceNow CMDB and ensuring strategic alignment and ongoing process health in support of Business and IT goals. Partners with the ITAM, ITSM and ServiceNow Platform teams to drive the Configuration Management and IT Asset Management spaces in coordination with the broader ServiceNow strategy. Represents the SMO and functions as a key member of the ServiceNow Business Applications and Services Governance Board ensuring that Applications and Services are properly requested, approved, on-boarded, certified, maintained and off-boarded as required to fit the needs of both IT and the Business.

Responsibilities

What you will do:

• Functions as the Subject Matter Expert (SME) for the ServiceNow CMDB to include the CMDB Governance Process, Business Applications and Services, Support Groups, Computer Endpoints and Software Packages.
• Proactively identifies CMDB technical deficiencies and provides solution recommendations.
• Develops and maintains CMDB technical best practices and procedures.
• Develops and maintains dynamic, interactive ServiceNow CMDB-related dashboards and reports that are tailored to the audience and can be used to track the effectiveness of current ITSM technical investments.
• As part of the ITSM Team, manages and tracks the ITSM backlog of ServiceNow stories related to the CMDB, working with stakeholders to gather requirements and ensure their ServiceNow CMDB needs are met by creating and managing stories for the platform team or by performing light ServiceNow configuration and development.
• Manages operational projects related to the ServiceNow CMDB, executing the project plan, managing the backlog of stories, performing light configuration and development, coordinating and/or performing user acceptance testing and providing timely status updates to management throughout the project lifecycle.
• Partners with the ITSM Team on the design and delivery of the strategy for the Configuration Management processes, ServiceNow CMDB, SNOW and ServiceNow Auto Discovery, and IT Asset Management.
• Delivery of a single source of truth for all Configuration Items (. Business Applications, Business Services, Servers, Databases, Computer Endpoints, Software Application Packages and their relationships).
• Management and continual improvement of Auto Discovery processes and procedures, ensuring alignment with ITIL and ServiceNow recommendations for CMDB and Discovery configurations.
• Execution of periodic CMDB Data Certification exercises to ensure the continued integrity of CMDB data.
• Regularly reviews current data model, processes, procedures and tools necessary to maintain the CMDB.
• Monitors, manages and prevents unauthorized changes to the ServiceNow CMDB.
• Monitors and handles CMDB-related Changes, Incidents and Problems.
• Monitors and enforces data integrity across the ServiceNow CMDB.
• Develops, schedules and performs periodic CMDB User training for Business Application and Service Data Certification tasks and provide targeted Management updates upon completion.
• Develops and publishes standardized CMDB-related content as requested by management.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree In information systems, computer science or commensurate selection criteria experience. (Required)
• Demonstrated advanced experience in ServiceNow IT Service Management (ITSM) Processes and Procedures (Required) and
• Proven experience in Software Development Life Cycle (SDLC) and knowledge of agile development and testing best practices from a Process Owner perspective (Required) and
• Proven experience coordinating multiple assignments simultaneously, and completing tasks accurately and on a timely basis with minimal supervision. (Required) and
• Demonstrated experience working independently with minimal supervision. Experience must include identifying and resolving problems, where decision-making and initiative are demonstrated. (Required) and
• Cite examples of self-motivation and experience working under limited supervision. (Required)
• Proven knowledge of ITIL process and framework and ability to identify project risks and gaps, developing creative and workable solutions to complex problems.
• Demonstrated excellent verbal and written communication skills and ability to convey information to stakeholders in a clear, accurate, focused and concise manner. Demonstrated ability to document procedures and activities in a manner that is understandable to others and prepared using a prescribed format, including elements of grammar, punctuation, diction and spelling proficiency that is appropriate to the intended audience.
• Proven ability to successfully and frequently interpret and communicate business needs among internal customers and external vendors in a clear, focused and concise manner (includes discussions, correspondence, reports, forms and bridge/conference calls).
• Demonstrated strong attention to detail with good organizational skills. Ability to continuously define problems, collect or interpret data, establish facts and draw valid conclusions.
• Demonstrated ability to work in a cross-functional team environment (business and information technology).
• Proven knowledge of the financial or insurance service industry is preferred.
• Proficiency and comprehension of the ServiceNow Common Service Data Model (CSDM).
• Proficiency in ServiceNow CMDB & Change Management processes in an enterprise environment.
• Proficiency in BigFix/SNOW/ServiceNow/SCCM Auto Discovery in an enterprise environment.
• Experience in ServiceNow configuration, integration or administration in an enterprise environment.
• Proficiency in Microsoft Office word processing, spreadsheet and database applications.
• ITIL 4 Certification (Preferred)
• Micro Certification - Cofigure CMDB (Preferred)
• Micro Certification - CMDB Health (Preferred)
• ServiceNow Certified System Administrator (Preferred)

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None