CMDB Administration:
- Design, implement, and maintain the CMDB within ServiceNow to ensure accurate configuration item (CI) data and relationships.
- Oversee the data integrity and consistency of the CMDB, including routine audits and cleanup tasks.
Service Mapping:
- Develop and maintain comprehensive service maps to visualize the dependencies between CIs and business services.
- Collaborate with stakeholders to define and capture service requirements and ensure accurate representation in ServiceNow.
ITOM Integration:
- Leverage ITOM capabilities to enhance the CMDB by integrating with various IT operations tools and processes.
- Optimize ITOM processes, including event management, discovery, and orchestration, to ensure alignment with CMDB objectives.
Data Management:
- Implement and manage data management processes to ensure high-quality and reliable CI data.
- Develop data governance strategies, including data validation, normalization, and lifecycle management.
Incident and Problem Management:
- Support incident and problem management by providing accurate CI data and analysis to aid in root cause analysis and resolution.
- Enhance the CMDB to support effective troubleshooting and resolution of incidents and problems.
Collaboration and Stakeholder Engagement:
- Work closely with IT teams, business units, and stakeholders to gather requirements and ensure CMDB meets organizational needs.
- Provide training and support to end-users and other teams on CMDB-related processes and best practices.
Continuous Improvement:
- Identify opportunities for process improvements and implement best practices to enhance CMDB effectiveness.
- Stay current with industry trends, ServiceNow updates, and emerging technologies to drive innovation within the CMDB framework.
Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., ServiceNow Certified Implementation Specialist, ITIL) are highly desirable.
- Experience: Minimum of 5-7 years of experience in Configuration Management, with a strong focus on ServiceNow CMDB, Service Mapping, ITOM, and Data Management.
- Skills:
- Expertise in ServiceNow platform, including Service Mapping and ITOM modules.
- Proficiency in CMDB design, implementation, and administration.
- Strong understanding of ITIL processes and frameworks.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to collaborate effectively across teams and with stakeholders.
- Technical Proficiencies:
- Hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and ITOM.
- Knowledge of database management, data quality, and data governance.
- Familiarity with scripting languages (e.g., JavaScript) and integration technologies.