Optimizing Processes to Increase Profitability
The ServiceNow CMDB/ITOM Specialist will be tasked with the design, deployment, and management of the ServiceNow Configuration Management Database (CMDB). This position ensures the CMDB's accuracy and integrity, supports IT service management processes, and enhances overall IT service delivery.
Key Responsibilities:
* Design and Deployment: Develop and maintain the ServiceNow CMDB, ensuring alignment with ITIL best practices and organizational requirements under the CSDM framework.
* Implementation: Lead the implementation of the ServiceNow CMDB, including data modeling, integration with other IT systems, and configuration management processes.
* Integration: Integrate CMDB with ITSM practices (Incident/Change) to enable data exchange and process automation.
* Discovery and Service Graph: Oversee the implementation of Discovery and Service Graph-based CMDB population for Servers, Networks, and Azure Cloud Resources.
* Service Mapping: Manage and implement Service Mapping techniques such as Traffic-based, Tag-based, and Manual methods.
* MID Servers: Set up and manage MID Servers.
* Audits and Reconciliation: Ensure the accuracy, completeness, and consistency of CMDB data through regular audits and reconciliation processes.
* Process Improvements: Identify and implement process improvements to enhance configuration management efficiency and effectiveness.
* Collaboration: Collaborate closely with IT teams, service owners, and other stakeholders to ensure the CMDB meets their needs and supports IT service management objectives.
* Reporting: Generate and analyze CMDB reports to provide insights into IT assets, configurations, and relationships.
* Compliance: Ensure compliance with relevant policies, standards, and regulations related to configuration management.
* User Training: Provide training and support to CMDB users and stakeholders to promote effective use and understanding of the CMDB.
Requirements:
* Bachelor's degree in Computer Science, Information Technology, or a related field.
* Over 6 years of proven experience in implementing ServiceNow CMDB, Discovery, and Service Mapping.
* Certified Implementation Specialist in Service Mapping (CIS-SM) and Discovery (CIS-Discovery).
* Strong understanding of Networking principles, Server Administration concepts, Azure Cloud Infrastructure, Certificates, and Databases.
* Good knowledge of Common Services Data Model (CSDM).
* Knowledge of ServiceNow Event Management is an additional advantage.
* Excellent written and verbal communication skills in English.
Skills:
* Proficiency in CMDB data modeling, integration techniques, Service Graph Connectors, IRE, Discovery Patterns, and Service Mapping techniques.
* Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.
* Excellent verbal and written communication skills, with the ability to collaborate effectively with diverse stakeholders.
* Proven ability to lead and manage CMDB-related projects, focusing on delivering high-quality results.