ServiceNow Developer

• The ITIL Business Process Analyst will lead and facilitate process improvement activities in the IT Operations organization, using industry-standard frameworks such as the IT Infrastructure Library (ITIL) to drive operational excellence, efficiency, quality, and customer satisfaction

**How Youll Help Us Connect the World:

• ** + Provides ITIL infrastructure domain expertise to develop, improve, integrate, measure, and report on operational processes, emphasising continuous service improvement
• + Acts as a central point to manage the development and delivery of the overall ITIL process involving Asset Management
• + Manage inventory of assets and CIs (including attributes and dependencies); ensure that the teams in charge properly record additions, modifications, and withdrawals of existing ones in the tools to ensure compliance with the vendor contracts
• + Manage the lifecycle of software and hardware models in the DML, from their introduction to their retirement
• + Design, implement and improve processes related to software and hardware asset management
• + Verify and audit CMDB and DML content: check the conformity of hardware assets with actual inventory, verify software assets with license contracts, and initiate and track corrective actions
• + Manage activities related to license compliance audits to answer requests from software editors
• + Produce and distribute reports on existing assets and CIs and their current status, including compliance reports, and conduct trend analyses
• + Enable and champion an IT service culture
• + Oversees development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
• + Leads and facilitates the effective implementation and delivery of capabilities supporting ITSM processes using industry standard methodologies
• + Champion and promote ITIL process improvements on an ongoing basis to improve quality and customer satisfaction with IT services continually
• + Review service metrics (KPIs) that identify the success of the services being used to recommend and coordinate implementation of changes to ITSM services to improve metrics
• + Develop and manage key program metrics, reports, and dashboards
• + Coordinate inter-process changes with process owners
• + Coordinate continuous quality improvement programs and ensure accountability to processes
• + Measure the effectiveness of and recommend pre- and post-implementation strategies for enhancing ITIL Processes required to support the organizations needs
• + Facilitate standards of process documentation, definition, and education, ensuring coordination of effort and key inputs and outputs of all processes, so they are integrated effectively
• + Facilitate meetings between departments for interrelated processes to ensure desired process integration and overall consistency and effectiveness across the enterprise
• + Conducted one-on-one interviews and brainstorming sessions with various multi-functional groups and domain experts to create end-to-end process narratives, process flow diagrams, and documentation on roles and responsibilities
• + Coordinate/assist with training sessions for the new processes and systems
• + Coordinate service, process, and procedure rollouts and track and report progress on adoption
• + Coordinate/assist with critical issues of incidents and problems affecting production services
• + Assist in the oversight of the day-to-day execution of asset management activities

**Required Qualifications for Consideration:**

• + A bachelors degree in computer science, information technology, or business administration is required in a related field or equivalent
• + Minimum 5 years of experience in ServiceNow Development and specifically in CMDB & ITAM **

You Will Excite Us If You Have:

• + Ability to work independently with minimal supervision
• + Ability to manage multiple tasks simultaneously
• + Good interpersonal and communication skills

**Why CommScope:

** CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn

• Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere
• With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow