Install, configure, and integrate software products from ServiceNow with a focus on the ITOM based product suite (discovery, service mapping, configuration management, event management)
Develop custom software solutions as required through scripting and software development.
Enhance customer knowledge in IT Operations Management with ITIL v4 framework.
Maintain the governance, policies, and direction of the Change Management Database (CMDB).
Implement and maintain CMDB by populating CI/attributes/relationship information by configuring discovery and service mapping.
Works closely with Asset Management and IT Service Management teams
Identify improvements with consumers of data whose processes interact with the CMDB and service mapping.
Review CI quality with owners of data, work on mass update, fix scripts if required to update CMDB data.
Participate in weekly Change Advisory Board (CAB) meetings and ensure CMDB data is part of all changes and is driving positive change.
Fulfilling CMDB related service requests, make structural or configuration changes to CMDB.
Responsible for integrating CMDB to Change, Incident, and problem Management processes, providing impact analysis, assistance with root cause analysis.
Monitor and maintain discovery and integration jobs, monitor failures, and remediate issues by identifying problems.
Perform ongoing analysis of CMDB health metrics, dashboards and assist with audits of CMDB data to ensure that the data is accurate.
Experience in multiple application architectures and supporting technologies.
Expertise with scripting languages such as PERL, JavaScript, Python, or Shell
Web service proficiency (REST, SOAP) as well as XML and JSON knowledge
Thorough knowledge and/or experience working with Operating Systems (Linux, Windows)
Knowledge of networking concepts such as IP Addressing, Firewalls, ports
Knowledge of relational databases (MySQL, MSSQL, Oracle)
ITIL knowledge with the ability to relate concepts to implementation strategies.
Broad general knowledge of IT infrastructure topology including typical application, server, and networking configurations.
CCNA' level of networking knowledge to include routing protocols, TCP/UDP transmission, IP transit diagnosis, sub-netting and implement advanced troubleshooting including the ability to gather and analyze IP packet-level data.
Intermediate knowledge and ability of Server Administration across OS platforms, including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO policies.