The position is responsible for operational support and management of the ServiceNow Configuration Management Database (CMDB).  This is to include day-to-day delivery of Configuration Management services to the organization that support ongoing configuration management operation. This position will require a deep thinker with the ability to methodically comb through large data sets, draw insights from the data, and create actionable strategies to rationalize the collections to meet organizational goals.

• Ensuring consistent and reliable operation of the Configuration Management Database (CMDB)
• Supporting the integration of the CMDB with other IT Service Management processes

• Overseeing the maintenance and development of CMDB processes and procedures
• Developing standard IT configuration management methodology
• Improving CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships
• Works to fulfill Configuration Management Service Requests as assigned
• Engages with strategic projects to ensure Configuration Management can deliver required functionality within project timeframes

• Mentors the organization on Configuration Management services, concepts, policies and procedures
• Runs and delivers reports as required
• Collects and reports metrics as required
• Identifies and reports non-compliance situations
• Performs Configuration Management audits as directed

• Identifies Service Improvement opportunities
• Oversees the design, coding and testing of reports as needed

• Minimum of 3 years of experience in IT Service Management.
• Demonstrable experience with ServiceNow CMDB.
• Proven track record in maintaining and improving CMDB.
• Experience in performing data quality audits.
• Previous experience in training or supporting IT teams.
• Experience in implementing ITIL guidelines.
• Proven ability to collaborate with various IT teams.
• Excellent written and verbal communication skills
• Solid knowledge of Infrastructure and Operations management and service delivery
• Solid understanding of Data Center, Cloud, and various Infrastructure Hosting models
• Strong analytical and problem-solving skills
• Comfortable speaking with all levels of staff
• Strategic problem-solving and decision-making abilities
• 3 years of experience with Server Operating Systems
• 3 years of experience with VMWare virtualization environments
• 3 years of experience working with Azure (or other Cloud environments)
• 3 years of experience with automation tools/frameworks to include scripting tools such as Bash, Python, and Ansible

Technical Skills                                 Proficiency Level           Required (R)/Optional(O)

Minimum of 3 years of experience

in IT Service Management                                    3                                          R

Minimum of 3 years support Service

Now CMDB (or similar platform)                           3                                           R

Proficient with Server Operating Systems            3                                           R

Proficient with VMWare virtualization

environments                                                         3                                          R

Proficient with Cloud services

such as Azure or AWS                                           3                                          R

Proficient with Scripting Languages

(Python, Bash)                                                       2                                          R

Proficient with Automation

Frameworks such as Ansible                                 2                                          R

Proficient with Jira and Confluence                        2                                          R

Knowledge of Reporting tools such

as PowerBI                                                             3                                          R

Knowledge of Agile frameworks

(Agile, Scrum, Kanban)                                          3                                          R