ServiceNow IT Operations Management Administrator

Title: ServiceNow IT Operations Management Administrator

Job Type Direct Hire (Full Time)

Location Remote

Salary: $83,500 + Benefits

Job Description:

The ServiceNow IT Operations Management Administrator position is responsible for providing support for all aspects of IT Service Management. The role ensures adherence to all policies and procedures and encompasses supporting multiple processes within the Service Operations & Service Transition Phases of the ITIL framework. The primary focus areas include ITOM, CMDB, Asset Management, and Performance Analytics in accordance with Client's standards.

Skills

ITOM/CMDB Functions:

• The ServiceNow ITOM / CMDB role is accountable for all aspects of the technical solution and implementation from initiation through closeout of ITSM/ITOM/CMDB/ITAM projects.
• Develop integrations to existing ITOM tools using ServiceNow workflows, scripting, and web services/REST APIs as required.
• Integrate ServiceNow ITOM modules with a variety of enterprise monitoring tools, automated alerts, and application management using off-the-shelf plugins and API methods.
• Participate in release planning and implementations.
• Participate in code reviews and review all technology-related client-facing and internal deliverables.
• Responsible for maintaining information about IT Hardware and Software Assets, reporting on the value and ownership of financial assets throughout their lifecycle, and determining key attributes and relationships between assets.
• Assist in the identification of assets and configuration items (CIs), including leveraging ServiceNow Discovery to discover and catalog hardware and software assets.
• Maintain all attributes associated with CIs.
• Accept receipt and record new or revised configurations into the CMDB.
• Assist in conducting configuration audits and coordinate with Technical Service Owners to correct issues and identify opportunities for process improvement.
• Work with Technical Service Owners and Subject Matter Experts to build relationships between assets and ensure the accuracy of the CIs within the CMDB.
• Collaborate with IT Owners and Change Management in the assessment of what CIs are impacted by a Change to a service.
• Oversees the Hardware and Software asset inventory ensuring data accuracy in ServiceNow.
• Utilizes data tools to analyze and conduct audits of data for inconsistencies, inaccuracies, and data gaps to resolve data issues directly and from a business process perspective.
• Provides Subject Matter Expertise in proper asset management policies and procedures for project and deployment teams; provides oversight of all IT projects for hardware or consumables refreshes or deployment of new equipment.

ITAM Functions:

• Responsible for maintaining information about IT Hardware and Software Assets, reporting on the value and ownership of financial assets throughout their lifecycle, and determining key attributes and relationships between assets.
• Assist in the identification of assets and configuration items (CIs), including leveraging ServiceNow Discovery to discover and catalog hardware and software assets.
• Maintain all attributes associated with CIs.
• Accept receipt and record new or revised configurations into the CMDB.
• Assist in conducting configuration audits and coordinate with Technical Service Owners to correct issues and identify opportunities for process improvement.
• Work with Technical Service Owners and Subject Matter Experts to build relationships between assets and ensure the accuracy of the CIs within the CMDB.
• Collaborate with IT Owners and Change Management in the assessment of what CIs are impacted by a Change to a service.
• Oversees the Hardware and Software asset inventory ensuring data accuracy in ServiceNow.
• Utilizes data tools to analyze and conduct audits of data for inconsistencies, inaccuracies, and data gaps to resolve data issues directly and from a business process perspective.
• Provides Subject Matter Expertise in proper asset management policies and procedures for project and deployment teams; provides oversight of all IT projects for hardware or consumables refreshes or deployment of new equipment.

Performance Analytics Functions:

• ServiceNow development experience in the Performance Analytics Module.
• Create reporting strategy, execution, and delivery for the reports.
• Perform the delivery using agile methodologies.
• Work with the data providers and transform the data as per the business requirements for reporting.
• Gather insights to backup any feature ideas and ensure any new features are instrumented appropriately for future insights.
• Analyze metrics, design reports, develop dashboards, and communicate the results to client leaders/managers, and provide suggestions based on the findings.

Other Functions:

• This person leads onsite and virtual technical requirements gathering workshops to capture all requirements necessary to implement the solution on the ServiceNow platform.
• Provide consultative guidance to the process owner and design the overall solution based on ServiceNow and industry-specific best practices.
• Serve as the primary technical point-of-contact for ITOM/CMDB/ITAM projects.
• Create or update documentation including technical diagrams and design documents in support of ITOM configuration efforts.
• Support development effort estimation and development timelines.
• Initiates cross-collaboration with internal and vendor teams and supports team members in problem resolution efforts.
• Identifies opportunities for streamlining, increasing effectiveness through continuous process improvement, and implementing best practice solutions.
• Authoring and maintaining process and technical documentation.
• Performing system and integration testing.
• A strong desire to produce quality work, adopt standards, and adhere to those standards.
• Provide input to assist with continual improvement.
• Additional duties may be required in support of other ITSM processes (Problem Management, Change Management, Incident Management, and Release and Deployment Management) to enable Client's service management success.

Required Skills:

• 5+ years of experience with ServiceNow components, including CMDB, ITOM, Asset Management, Service Catalog, Incident/Problem/Change Management, etc.
• 3+ years of experience performing audits of hardware and configuration items to maintain CMDB accuracy and managing exceptions to CMDB policies.
• Working knowledge of IT Operations Management and CMDB Processes, including Event Management, Discovery, Service Mapping, Cloud Management, and Orchestration.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist for one or more of the ITOM products.
• ITIL v.3/4 Foundations certification.
• Willingness to take direction and coaching from management and peers, with excellent and positive team interaction.
• Must be flexible, adaptable to changes, possess a positive attitude, work independently, and be self-motivated with a strong sense of urgency and ownership.
• Strong understanding of hardware and software asset life cycles and supply chain methods and processes, from purchase through disposal.

Preferred Skills:

• ServiceNow Certified Application Specialist - Performance Analytics.
• IT Asset Management certification (ex. CHAMP, CSAM, CITAM, or equivalent).
• Experience with ServiceNow ("CARTS"), especially in the hardware asset management modules.
• Experience with scripting in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.

Thanks & Regards,

Naveen Paila

Talent Acquisition Specialist

Email: