Job Description :
Title: Service Now
Location: Atlanta, GA
MOI: Web Cam only
Job Description:
The ITSM Process Lead - Configuration ( Configuration Manager ) at will be responsible for the implementation of the configuration management database (CMDB) and the development of related Configuration Management processes.
A successful Configuration Manager will have a blend of business and technical expertise, and will have a deep understanding of how the CMDB is interlinked with all ServiceNow modules, especially with IT Operations Management, Asset Management, Governance Risk and Compliance (GRC) and Security Operations.
- Oversees, coordinates and leads the planning, design and implementation of a central CMDB for Information
Technology organizations at Georgia Tech.
- Manages the day-to-day operational activities of the Configuration Mgmt. process
- Provides subject matter expertise and technical development / delivery support to establish core capabilities
and provide ongoing enhancement of the Service Now CMDB
- Ensures that the CMDB effectively supports the needs of other processes such as Change, Incident, Problem, and Asset Mgmt.
- Develops and documents the governance policies, processes, procedures, and controls required to ensure
the integrity of the CMDB data
- Collaborate with business stakeholders to define and collect necessary Configuration Item (CI) attributes, c
class owners, and relationship information.
- Maintain accurate configuration data by pre-defining and governing ServiceNow CMDB requirements and
define process integration points across related areas.
- Support design, development, and implementation of automated processes for gathering, populating, and
Maintaining Service Now CMDB data
- Develop and manage the process to reconcile Service Now CMDB data when exceptions are noted between
Service Now CMDB, or other authoritative data repositories
- Develop a range of documentation that describes the data model, the federation of data from external
Sources, the management and maintenance of the CMDB and the relevant roles and responsibilities of
Program personnel
- Integrate Service Now CMDB related activities with the Service Now Development and Service management
Program Teams.
- Communicate Service Now CMDB activities to enhance general awareness of processes and standards.
- Experience planning and managing support for Configuration Mgmt. tools and processes
- Experience defining the structure of the CMS, including CI types, CI attributes, and CI relationships
- Must possess both technical and people management skills, a good understanding of the overall IT
Infrastructure, the ability to motivate and guide the efforts of others, and the skill to balance the needs of the
various technical domains and service management processes
- Strong understanding of the Configuration Mgmt. process and how it supports other processes (e.g.: Incident,
Problem, Change, Asset Mgmt
- Experience developing, documenting, implementing, auditing, and improving Configuration Mgmt. processes
to ensure the integrity of CMDB data
- Strong communication and interpersonal skills with technical and non-technical audiences
- Excellent organization skills and an ability to develop and implement plans for transforming issues / requests
to completion
- Demonstrated ability to prioritize and manage competing demands and tasks
- Self-starter who takes the initiative to accomplish goals and objectives
- Ability to think and act independently, taking the initiative to create solutions to solve challenges
Required / Desired
Amount of Experience
Candidate Experience
Implementation experience with Configuration Mgt. and the ServiceNow CMDB
4 Years
Experience planning and managing support for Configuration Mgt. tools and processes
4 Years
Experience defining the structure of the CMS, including CI types, CI attributes, and CI relationships
4 Years
Strong understanding of the Configuration Mgt. process and how it supports other processes (e.g.: Incident, Problem, Change, Asset Mgt
4 Years
ServiceNow Certified System Administrator (CSA)
Highly desired
4 Years
ITIL v3 Foundation Level Certification or later Bachelor s Degree
4 Years
Understanding of the IT Infrastructure Library (ITIL) IT Service Management lifecycle
4 Years
Strong knowledge of IT Asset and CMDB processes and procedures
4 Years