Responsibilities:

• Provide administration and ongoing support of the ITSM ServiceNow tool for maintenance of the Configuration Management Database (CMDB) and corresponding ITSM processes, including dependency mapping of upstream and downstream services by mapping the CI relationships for the associated service type.
• Partner with IT support teams to implement and manage their services or Configuration Items (CIs) populated in the CMDB, and resources leveraged to obtain that data within those teams; ensure that the ITSM tool support processes are efficient, effective, compliant and results are measurable and sustainable.
• Integrate ITSM processes and workflow into the ServiceNow tool
• Integrate and capture configuration items with a potential relationship within Service Catalog/Request Management modules; monitor how IT support teams are leveraging the information to fulfill their forms where intake into the CMDB on key service attributes is required.
• Collaborate and negotiate with other team members and resources to ensure that tool workflow and escalation processes are met and continuously improved.
• Experience with ServiceNow or other ITSM tools, configuration and usage of Discovery tool, including Probes and Patterns
• Manage Configuration Dashboards and performance reporting
• Remediate any issues with data quality and/or service mapping with the CMDB record owners
• Facilitate the Configuration Management Governance Process and ensure regulatory compliance

Requirements:

• Bachelor's degree in Computer Science, Information Systems or related field or related work experience
• 3 years of experience in IT, specifically leading the implementation or support of processes and administration of Information Technology Service Management tools
• Technical knowledge of server and storage systems, specifically Microsoft Windows Server, Unix, Virtual environments and Linux; demonstrated ability to link upstream and downstream networking essentials or relationships within the tool
• Experience in designing, developing and implementing automated processes for gathering, populating and maintaining CMDB data; correlate asset, event, incident, problem, change and knowledge data with the CMDB
• Experience with web technologies including JavaScript, HTML, XML and Web Services; ServiceNow forms, fields, view, lists, UI policy and actions, client and server scripts

Desired Experience:

• 2 or more of the following certifications: ITIL certificate, ISO20000, COBIT, Six Sigma and/or project management
• 3 years of experience creating and managing ITSM tools, capturing metrics and reporting SLAs; planning, designing, implementing or supporting ITSM processes; working within the ITIL process framework
• Strong knowledge/familiarity with common IT quality practices
• Experience performing continual improvement of processes and services, successfully implementing processes leveraging the ITSM framework and developing and delivering process training
• Ability to develop insightful, value-added and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive and accurate interpretations
• Excellent verbal and written communication skills; ability to present clean, organized and thorough information and data appropriate for intended audience

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