Fidelis - CMDB Analyst - ITOM (2-4 yrs)

Job Summary:

An ITSM department is a dedicated organizational unit responsible for managing and overseeing IT service management activities within an organization.

This department typically consists of various roles such as ITSM analysts, process owners, service delivery managers, and ITSM experts who work collaboratively to design, implement, and optimize IT service management processes.

The ITSM department is tasked with aligning IT services with business objectives, ensuring the efficient delivery of IT services, maintaining service quality, implementing ITIL best practices, and driving continual service improvement initiatives.

As an "CMDB Analyst" you will be assisting ITSM On-Boarding function.

ITSM onboarding capability refers to the process of integrating new users, teams, or systems into an IT service management framework effectively.

Analyst is responsible for managing and maintaining the CMDB, which is a centralized repository that stores information about configuration items (CIs) within an organization's IT infrastructure.

Role includes gathering data from Business units on Server scope, network gear, setting relationships with applications and services, gathering user data, implementing standard naming convention and etc.

PRIMARY DUTIES AND RESPONSIBILITIES:

- As a CMDB Analyst will be primarily creating new service maps/patterns and building/validating that related event management capabilities are working to support an automated service health dashboard

- Enhance ServiceNow (SN) event rules as necessary to ensure proper CMDB binding

- Interact with technical SMEs to get necessary environment information to support your service map and event work

- Enhance ServiceNow (SN) event rules as necessary to ensure proper CMDB binding

- Reflect impact assessment rules within service maps and validate with technical SMEs and stakeholders

- Participate in user acceptance testing of the resulting maps, impact rules, and event management work

- Promote your update sets and data across applicable SN environments

- Ability to communicate and implement ITOM/CMDB

- Knowledge of ITOM configuration capabilities and automation OOTB features e.g web service integration tasks, APIs, workflow config.

- IT Operations experience in storage, network, and computing of enterprise environments

- Ability to prevent duplicate CI's with CI identifiers

- Adaptable to change and able to work independently and as part of a team.

- Strong problem analysis skills to include the use of mathematical concepts to validate results.

- Proficient in working with command line console for Service Mapping

- Ability to work with patterns between Environments for Service Mapping

- Proficient in configuring Identification Rules for Service Mapping

OVERALL DUTIES AND RESPONSIBILITIES:

1.Data Management & Analysis: Performing detailed data analysis to identify and correct discrepancies in the CMDB, ensuring all CIs are accurately recorded and classified.

- Regularly updating and maintaining CMDB by entering/verifying data.

- Providing regular metrics and reports on CMDB status and data quality.

- Cooperation with other IT Processes: Collaborating with ITSM teams to manage the lifecycle of incidents, changes & problems related to CIs, ensuring all tickets are accurately reflected in the CMDB.

Stakeholder Collaboration: Working closely with IT teams, including Infrastructure, Applications, and Security teams, to ensure all CI data is complete, current, and accurate.

- Facilitate communication and collaboration between different teams to ensure effective CMDB management.

Process Improvement: Identifying opportunities for process improvements and automation within CMDB management.

Developing and implementing best practices, standards, and procedures to enhance CMDB accuracy and efficiency.

Tool Administration: Administering CMDB tools, ensuring proper functionality and integration with other IT systems.

- Provide user support and training for CMDB tools and processes.

Audit and Review: Conducting regular audits of the CMDB to ensure data accuracy and compliance with regulatory requirements.

- Implementing corrective actions based on audit findings.

Documentation: Creating and maintaining detailed documentation of CMDB processes, procedures, and configurations.

Migration Support: Working with IT teams to onboard users from acquired companies onto our infrastructure tools and processes.

Assesing each market's assets and importing them onto CMDB in a timely and accurate manner.

Participating in workshops with the markets to define their CMDB needs and proposing solutions for their successful onboarding

BACKGROUND AND EXPERIENCE:

- 2-4 year's combined experience in ITSM process, mainly in CMDB area.

- Understanding of ITIL and ITSM fundamentals with an expertise in the CMDB process.

- (Preferred) Experience with CMDB or transitioning ITSM tools from one to another

- Good knowledge on ServiceNow CMDB

- ITIL 3 or ITIL 4 certification

- Experience with continuous improvement methods and process automation

- Experience with developing and delivering training on process, standards, and policy.
(Immediate Joiner/ Less than 15 Days)