ServiceNow CMDB Architect

Preferred Certs: Systems Admin and Implementation of Service Mapping and Discovery The IT Configuration Management Analyst (CMDB) is responsible for supporting the technical teams in understanding the end-to-end Configuration Management process and insuring the maintenance of configuration baselines and configuration item inventory. This role will proactively analyze the use of the CMDB throughout the user experience creating meaningful metrics, reporting and recommendations. (e.g., compliance, lifecycle improvements, audits and surveys). The Configuration Analyst will act as the operational leader for Configuration Management capabilities and lead the definition of configurations standards as well as KPI development. The Configuration Analyst will also maintain the Configuration Management policies and procedures providing updates as needed. The Analyst will collaborate directly with the Configuration Specialist to insure the management and validation processes are in place and maintained for the CMDB data. Duties and Responsibilities: (7-10 bullet points) (Describe, in order of importance, the primary duties and/or responsibilities to be performed, methods used, and why. Statement should include WHAT, HOW, and WHY) •Communicate and execute the Configuration Management vision and strategy. •Develop and maintain the technical design of the CMDB to meet the current and anticipated scope, maintain CMDB integrity, and effectively support other ITSM processes such as Incident Management, Change Management, and Asset Management. •Proactively identify CMDB technical deficiencies, conduct data quality analysis keeping orphan ci's and duplication to a minimum. •Develop, maintain, and communicate configuration management standards, processes, policies, and procedures; recommend updates based on experiences to streamline processes and improve efficiency of execution. •Design, implement, and socialize CMDB reports and dashboards to show overall health of the CMDB and the IT infrastructure enterprise wide. •Monitor health of the CMDB and facilitate configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with stakeholders, CI owners, and support teams to remediate data inaccuracies. •Collaborate with other IT teams to strategically leverage the CMDB for new capabilities and value creation, ie. ITOM, Service Mappings, etc. Qualifications: (List the qualifications needed to perform the role - include education, certifications, knowledge, skills and abilities) •Bachelor's Degree in Computer Science, Computer Information Systems, Information Technology, Information Systems, or related field •Minimum 8 years IT experience •Experience with CMDB, ServiceNow Discovery, Service Mapping, and Performance Analytics •Experience developing and maintaining policies, procedures, standards, and guidelines. •Strong communication skills including the ability to interact with personnel, ability to work independently. •Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure. •Hands on experience with ServiceNow CMDB and Common Service Data Model (CSDM). Preferred Qualifications: (List any preferred qualifications (like to haves) for the role - could include advanced educations, certification(s), or knowledge) •Advanced degree in Technology or Business •ITIL Certification Foundation v.4 •Experience with ServiceNow service mapping •Up-to-date knowledge of latest IT developments •Experience in a retail environment preferred. •Service Now CMDB Fundamentals •ServiceNow Common Service Data Model (CSDM) Fundamentals •Discovery Fundamentals •Service Mapping Fundamentals

Created: 2024-11-05