Main Responsibilities
- Ensures recording and maintenance of CI information and relationships for all in-scope CIs contained within the Configuration Management Database (CMDB), ensuring data is current and provides quality input for Incident, Problem, Change, and other IT Service Management processes.
- Troubleshooting of CMDB technical issues – feed issue, data integration, bugs
- Provides expertise on the structure of the CMDB, including CI types, naming conventions, required and optional attributes and relationships.
- Oversees and performs configuration audits on a regular basis, identifying records with incorrect or outdated information, and coordinating with CI owners to remediate data inaccuracies.
- SPOC for Service Now IT4IT team and Technical RUN Teams for operational topics.
- Monitor health of the CMDB, recommending process, design, or operational updates to reduce time and cost requirements for CMDB upkeep and improve overall data quality.
- Monitor Interface report batch execution to ensure all data feeds are properly integrated into the Service Now CMDB.
- Recommend updates based on experiences to streamline processes and improve efficiency of execution.
- Collaborate with technology teams to design integrations and consolidate data from hardware discovery and asset repository systems, ensuring the CMDB has updated source data.
- Design, implement, and socialize detailed configuration management reports and dashboards to show overall health of the CMDB and the IT infrastructure enterprise wide.
- Automation – Work with RUN/Build team to automate feeds and CI fields.
- Coordinate and achieve the action plan for configuration management evolution.
Skills sought
Soft Skills
- Ability to do efficient multitasking
- Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
- Client Oriented with Strong Relationship management with experience in IT Support and Service Management
- Reactivity and ability to solve problems by using different methods
- Ability to learn and adapt and to be proactive
- Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
- Ability to work under pressure
Requirement
- Expert knowledge of ServiceNow CMDB.
- Understanding of ServiceNow Discovery and Service Mapping tool
- Familiarity with the ITIL Framework, ITSM tools/processes/capabilities, and ITAM methodologies
- Familiarity with export, transform, and load data management technologies
- Interface analysis: SQL, Excel (Marco, VBA), Power BI, Batch (Powershell) skills
- Infrastructure Skills: Good understanding of Database Infra, Cluster infra, Middleware infra, CTRL-M, MQ for enhancement in Service Now.
- ServiceNow Analysis: Understanding of ImportSet process, CI models in Service Now
- Having knowledge of monitoring tools and scheduling jobs will be a plus
- Configuration Management / IT Asset Management experience of 3-5 years is mandatory
- Overall IT experience: 6 Years +
- IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT
- Technologies and/or Applications background with ability to grasp impact and interdependencies
