CMDB Analyst SME

Responsibilities

• Supports the Configuration manager in the development of CMDB policy, processes and knowledge base
• Overall responsibility for managing and maintaining data/IT configuration items and data governance for the platform
• Works with the Configuration manager, to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships
• Assists Configuration manager in conducting configuration audits and reconciliation
• Ensuring configuration owner roles are performed to ensure CMDB accuracy and completeness
• Drives visibility on unauthorized CI changes or alterations to environment
• Maintains data dictionary
• Owns data model for the platform
• Defines KPIs to manage the effectiveness of the data
• Works with other stakeholders to understand new requirements and identify how Configuration management can support business outcomes
• Support and administer the tool for configuration and asset management, ServiceNow Discovery, and additional applications or modules as assigned
• Perform SDLC activities required to enhance the Service Now platform

Profile

• Bachelors degree from an accredited college or university in Computer Science, Information Systems, or related equivalent IT field preferred.
• ITIL Foundation v3 or v4 certification
• 2+ years of ServiceNow IT Operations experience
• 5+ years of experience working in global enterprises
• Expert knowledge of IT Configuration and Asset Management processes.
• Expert knowledge of ServiceNow CMDB - preferred
• Understanding of ServiceNow Discovery and Service Mapping tools - preferred
• Solution Oriented mind set be able to provide recommendations for the current and future platform.
• Familiar with the processes that consume CMDB data e.g. Incident, Problem, SDLC, Asset, and Change
• Excellent analytical, and problem solving skills on maintaining CMDB data integrity.
• Able to generate reports for KPIs.
• CMDB Excellent collaboration, customer service, and communication skills to work in a team environment.
• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously.

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