Associate, Service Management

What You'll Do

The Senior Associate - Service Management (Discovery Administrator) is integral to maintaining and enhancing the Service Now Discovery Configuration, or integration with other federated discovery sources, for a mature infrastructure landscape that includes on‑premise, virtual, cloud, and containerized assets. This role will be responsible for participating in the development and deployment of Service Now Service Mapping via tag‑based mapping and identifying alternative solutions where necessary to ensure a comprehensive diagram of OCC’s infrastructure.

In addition, this role will work with OCC’s Service Now Platform team to architect, design, develop and deploy solutions utilizing the platforms we maintain to support the needs of the IT Service Management team. The candidate must be able to solve problems creatively, communicate effectively, and proactively engage in technical decision making to achieve these objectives. This individual will be a team player and work well with business, technical and non‑technical professionals in an agile environment.

• Responsible for the administration and development of Service Now Discovery and integration with federated discovery sources
• Contribute to design, technical direction, and architecture to build fit‑for‑purpose solutions
• Actively participate in creation and review of both business and technical user stories, providing constructive feedback and input on both work effort estimation as well as architecture/design improvements
• Embrace industry best practices like continuous integration, continuous deployment, automated testing, TDD etc.
• Follow agreed upon SDLC procedures to ensure that all information system products and services meet both explicit and implicit quality standards, end‑user functional requirements, architectural standards, performance requirements, audit requirements, security rules are upheld, and external facing reporting is represented
• Perform application and project risk analysis and recommend quality improvements
• Write automation scripts using common automation tools
• Interface with 3rd party applications using APIs
• Participate in or lead projects of low to moderate complexity

N/A

• 2-3 years’ experience in implementing Service Now or similar platforms for ITSM and related modules
• Comprehensive understanding and background in Service Now Discovery, including designing and implementing MID‑Servers, Cloud Discovery, and how it should populate the CMDB
• 2-3 years hands‑on experience designing, implementing, and managing Service Now Discovery, including Service Now Cloud Discovery, Cloud Storage, Cloud Functions, Cloud APIs, Cloud Containers, etc.
• 1-3 years hands‑on experience managing service mapping
• Experience developing, documenting, implementing, and maintaining Service Now Discovery governance processes, procedures, policies, and related documentation
• Experience must include knowledge of, and the ability to properly interpret and act on, CI IRE rules, discovery logs (e.g., errors), patterns and probes (e.g., debugging)
• Knowledge of protocols such as HTTP, TCP, SNMP, SOAP, and REST
• System administration experience using SHELL/BASH and/or Power Shell
• Familiarity with XML and JSON/script language concepts
• Strong analytical and problem‑solving ability
  
  Resourceful, takes the initiative to accomplish goals and objectives
• Excellent communication (written and verbal) and interpersonal skills with technical and non‑technical audiences

Strong understanding of:

• Various IT systems
• Cloud technologies
• Service Now Administration
• Service Now Discovery
• Service Now Service Mapping
• Solid understanding of systems administration
• Solid understanding of network technologies

• Bachelor's degree in a related area
• 1-3 years of related experience
• Minimum 2 years’ experience working in an IT related field
• Minimum 2 year's experience working with Service Now

None

• A hybrid work environment, up to 2 days per week of remote work
• Tuition Reimbursement to support your continued education
• Student Loan Repayment Assistance
• Technology…