SUMMARY/OBJECTIVES

As the ServiceNow CMDB Administrator, you will be responsible for the overall administration, configuration, and maintenance of the Configuration Management Database (CMDB) within the ServiceNow platform. The role will consist of working with the networking team on credentials of hardware, create new schedules, review, and resolve discovery errors. Your role will involve ensuring the accuracy, integrity, and reliability of the CMDB, as well as supporting various IT processes and initiatives related to configuration management.

ESSENTIAL FUNCTIONS

o Monitor for issues (firewalls, credentials, etc.) with the existing schedules.

o Create new schedules as network changes occur, such as acquisitions.

o Update existing credentials if security requirements change.

o Work with technical resources if new equipment requires new discovery processes/credentials.

o Continually monitor and optimize existing discovery configuration, i.e.. reduce discovery run-time.

o Administer and maintain the ServiceNow CMDB, including its configuration, data integrity, and ongoing synchronization with other IT systems and data sources.

o Perform regular audits and reconciliation activities to ensure the accuracy and completeness of CMDB data, identifying and resolving any inconsistencies or discrepancies.

o Collaborate with other IT teams to ensure proper integration and alignment of CMDB data with other IT processes such as incident, problem, and change management.

o Ensure the integration and support of the Configuration Management process to the other ITIL processes such as Incident, Problem, Change, Release, etc.

o Plan, manage and control the Configuration Management Database (CMDB) to ensure the accuracy of configuration data and proper reporting and status accounting.

o Continuous improvements for the automation and maintenance of non-discoverable data attributes including integration of other asset management systems as required.

o Conduct data quality analysis, provide recommendations to address data quality issues, and manage the implementation of approved recommendations.

o Manage Configuration Item review attestations to ensure accuracy and completeness of undiscoverable configuration items maintained within the CMDB.

o Participates in the planning, designing, and implementing of the Service Model in CMDB to ensure visibility across the infrastructure environment.

o Manage and define Configuration Management exception criteria, as well as tracking, reporting and workflows.

COMPETENCIES

o Advanced knowledge MS Office tools, particularly Excel, PowerPoint, Visio, Word, and SharePoint

o Advanced understanding of businesses supported.

o Strong written and verbal communication skills

o Ability to learn and grasp new concepts and business processes quickly.

o Detail-oriented with ability to communicate with diverse stakeholders.

o Organizational skills: ability to multi-task and prioritize; strong attention to detail; ability to work in a dynamic environment, independently and within teams.

o Highly motivated self - starter.

Qualifications, Education, and Certification Requirements

Education: Bachelor of Science in Computer Science, a similar technical discipline or comparable experience

Experience:

o 3 years relevant experience in a Service Asset & Configuration Management capacity and Service Mapping

o Solid experience in administering and configuring the ServiceNow CMDB, including CI classes, attributes, relationships, and workflows.

o Strong knowledge of configuration management principles and best practices.

o Proficiency in ServiceNow platform administration, including knowledge of ServiceNow ITSM modules.

o Familiarity with ITIL practices and processes, particularly in configuration management.

o Excellent problem-solving skills with a detail-oriented approach to data analysis and reconciliation.

o Strong communication and interpersonal skills to collaborate effectively with stakeholders at various levels.

o Ability to work independently and prioritize tasks in a dynamic, fast-paced environment.

o Demonstrated ability to assess environments, conduct gap analysis, recommend improvements, develop, and implement best practices, processes, and methodologies.

o Knowledge of workflow process documentation and analysis.

o Detail oriented with superior organizational and analytical skills.

o Self-motivated and able to work independently and take initiative in identifying and addressing challenges.

o Experienced in effectively coordinating multiple initiatives and working with conflicting priorities in a fast-paced environment.

o Superior written and verbal communication/presentation skills with the ability to interact with various stakeholders across the organization.

o Flexible to work in a constantly changing, high-pressure environment

Certifications/Specific Knowledge:

o ServiceNow certifications, such as Certified Implementation Specialist (CIS) for IT Service Management or Certified System Administrator (CSA), ITIL Practitioner Level Certification an asset are highly desirable.

TRAINING REQUIREMENTS/CLASSES

o Required annual compliance training.

o New Employee Orientation

PHYSICAL DEMANDS

Must be able to effectively access and interpret information on computer screens, documents, and reports. This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk.

WORK ENVIRONMENT

Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.