ServiceNow SACM Configuration Management Analyst

What Youll Do:

• Accountable for the daily operational health of SACM Configuration processes. Responsible for CMDB data analysis research troubleshooting data enrichment and other CMDB governance tasks.
• Accountable for ensuring that SACM Configuration Management is delivered in line with defined policies and procedures.
• Leads investigation of root cause analysis to continuously improve data accuracy. Manage the SACM Configuration relationship with data owners and consumers. Identify analyse and drive resolution of process or data issues ensuring all Configuration Items (CIs) are complete.
• Support Configuration Item (CI) use cases within the ServiceNow Vulnerability Response (VR) module. This includes maturing data alignment/lookup methods and refining custom assignment rules as needed.
• Strengthen and mature ITSM CSDM (Common Services Data Model) practices and hierarchies.
• Engage with stakeholders to implement or enhance integration interfaces with other applications that leverage or provide CMDB data (e.g. Discovery OEM/internal data sources AMDB/hardware asset logistics Software Asset Management).
• Nurture and strengthen alignment with shared SACM process stakeholders including shared/related data (e.g. Discovery Asset Management) those who engage with or manage other data inputs (e.g. Service Catalog forms/workflows Business Analysts ITSM Developers) or other ITSM process owners (Change Incident Problem).
• Serve as a SACM Configuration data and process steward supporting training opportunities and process adherence with data owners consumers and other personnel. Drives reporting governance on CMDB statistics processes and trends including the delivery of reports and dashboards to drive behavior and adherence. Schedule and lead CMDB data audits data enrichment efforts and other critical CMDB governance processes through data and process owners.
• Enforce and enhance data governance best practices and standards to ensure consistent and accurate data. Support the onboarding of new Applications or Business Services into the CMDB.
• Support data certification audits and maintain the overall health of the Data Certification program.
• Accountable for SACM Configuration Service Catalog items their content offerings associated processes and workflows.
• Collaborate with owners of other Service Catalog items that leverage or impact CMDB data driving governance of Configuration Management processes and ensuring standards and policies are met.
• Maintain and enhance a custom inhouse consumer facing CMDB application including process engineering requirements gathering and design modification recommendations.
• Define and maintain recurring test cases in support of platform health and feature/instance upgrades.

What You Know:

Required:

• Must be able to work in US hours (both PST and MST).
• Must possess a deep understanding of ITIL IT Service Management processes (e.g. Incident Problem and Change Management Project and Portfolio Management Service Catalog etc.
• 3 years of experience working in a processdriven organization preferably an ITILaligned Service Management organization.
• 3 years of experience in working with inventory discovery tools and infrastructure management tools used to provide Configuration data (e.g. ServiceNow Discovery OEM applications).
• 3 years of experience with CSDM (Common Service Data Model).
• Must have quality documentation skills reporting capabilities and experience.
• General understanding of the ServiceNow Identification and Reconciliation Engine (IRE) and the structure of its rules.
• 3 years of experience driving SACM process adherence throughout a complex IT organization using data.
• 3 years of experience in the use of KPIs and other methodologies to identify problems track trends and drive behaviour.
• Proven success in establishing and/or managing large data repositories and managing multisource environments.
• Knowledge of the working practices and structural elements within Cloud environments IT infrastructure Operations Centres and Service Desks.
• Familiarity with DevOps and/or Agile methodologies Encompasses a particularly good allround understanding of IT processes and service management.
• Strong in establishing connections with people and managing relationships. Able to cope with pressure timesensitive situations and delivering against deadlines.
• Proficient with Microsoft tools including Excel PowerPoint Word Teams SharePoint

Preferred:

• ITIL V4 certification
• Exposure or experience to the following ServiceNow features:

• Vulnerability Response
• ServiceNow MultiSource/CMDB 360
• CMDB Data Manager

• Working experience in multiple Cloud Solutions (Azure Google Oracle IBM etc.
• Working knowledge of the Common Service Data Model
• Knowledge of application architecture and service delivery modeling

Education:

• Bachelors degree in a technology or businessrelated field or 3 years of Configuration Management experience managing a large CMDB environment.