ITSM Lead

Company Overview:

Req

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization,

We are currently seeking a Systems Integration Advisor to join our team in New orleans, Louisiana (US-LA), United States (US).

Hands on administration, optimization, and continuous improvement of Service Now platform capabilities, with primary focus on the Configuration Management Database (CMDB), Service Mapping, and Software Asset Management (SAM). Responsible for ensuring the accuracy, integrity, and governance of configuration and asset data, while driving platform enhancements that improve service visibility, operational efficiency, and business decision making.

Partners with infrastructure, application, cloud, and support teams to establish and maintain service relationships, improve configuration data quality, support software compliance initiatives, and advance Service Now platform maturity. Provides expertise on CMDB health, service mapping strategy, asset lifecycle management, and Service Now best practices.

Accountable for complying with all laws and regulations associated with assigned duties and responsibilities.

• 7+ years of formal IT experience in a corporate IT environment, including at least 4 years of hands‑on Service Now administration, CMDB, Service Mapping, or Asset Management experience.
• 7+ years of Strong experience administering and maintaining the Service Now CMDB, including class management, CI lifecycle governance, identification and reconciliation rules, discovery integration, and data quality initiatives.
• 7+ years of Experience implementing and supporting Service Mapping to establish and maintain business service dependencies and infrastructure relationships.
• 7+ years of Experience with Service Now Software Asset Management (SAM) capabilities, including software normalization, license compliance, reclamation opportunities, software lifecycle management, and vendor audits.
• 7+ years of Experience with Service Now Discovery, MID Servers, cloud discovery, and integration of data from multiple enterprise systems.
• 7+ years of Ability to analyze CMDB health metrics and develop remediation plans to improve completeness, correctness, and compliance.
• 7+ years of Experience creating dashboards, reports, KPIs, and performance metrics within Service Now.
• 7+ years of working Knowledge of ITIL processes and how CMDB, Asset Management, Change Management, Incident Management, and Problem Management interact within the Service Now ecosystem.
• 7+ years of Strong SQL, reporting, data analysis, Power BI, Excel, and SharePoint experience.
• Demonstrated ability to work directly with infrastructure, application, cloud, security, and support teams to improve configuration and asset data quality.
• 5+ years of Experience presenting recommendations, data trends, and platform roadmaps to management and technical stakeholders.
• Healthcare industry experience preferred.

• Advanced knowledge of Service Now CMDB architecture, Common Service Data Model (CSDM), Service Mapping, Discovery, and Software Asset Management.
• Ability to define and enforce CMDB governance standards, data ownership models, and configuration management policies.
• Experience troubleshooting Service Now data issues and implementing sustainable solutions to improve platform reliability and data accuracy.
• Understanding of software licensing concepts, vendor compliance requirements, and software asset lifecycle management.
• Knowledge of integrations, APIs, and automated data ingestion methods for maintaining CMDB and asset records.
• Familiarity with cloud platforms, server infrastructure, databases, networking, and application architectures as they relate to Service Mapping.

• Strong analytical skills with the ability to identify trends, data quality issues, compliance risks, and opportunities for automation.
• Ability to develop strategic recommendations based on CMDB health, asset utilization, software compliance, and service mapping insights.
• Proven ability to educate and mentor technical teams on CMDB governance, Service Mapping practices, and asset management processes.
• Excellent written and verbal communication skills with the ability to present complex technical concepts to technical and non-technical audiences.

• ITIL Foundation Certification required.
• Service Now…