Job Description :
ServiceNow Process Lead for State of Georgia
Dept: GeorgiaTech
Location: Atlanta, GA
Duration: 12 Months

The ITSM Process Lead - Configuration (“Configuration Manager”) at Georgia Tech 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 ServiceNow 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 ServiceNow CMDB data
Develop and manage the process to reconcile ServiceNow CMDB data when exceptions are noted between
ServiceNow 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 ServiceNow CMDB related activities with the ServiceNow Development and Service management
Program Teams.
Communicate ServiceNow 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 Skills:
ServiceNow Certified System Administrator (CSA)
ITIL v3 Foundation Level Certification or later Bachelor’s Degree
Configuration Mgt. and the ServiceNow CMDB
IT Infrastructure Library (ITIL) IT Service Management lifecycle

Client : State of Georgia