Principal, Service Configuration Management

What You’ll Do:

This position is responsible for managing the population of the Service Now Configuration Management Database (CMDB) utilizing the Service Now Common Service Data Model (CSDM) model and Service Mapping of internally developed and externally sourced products. As a member of the IT Service Management (ITSM) team, this person is primarily responsible for designing, configuring, implementing and maintaining the CMDB population and reconciliation processes, but will also provide support for other ITSM processes.

This position will also work with leadership to provide the skills, knowledge and experience from a technological perspective to formulate solutions that will not only address project requirements but also ensure the solution compliments or fits with existing and future services.

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Execution experience with application of the following to manage the CMDB:
  Service Now CSDM model, Service Now Discovery, Service Now Service Mapping of internally developed and externally sourced products.

• Understanding of capabilities, business applications, instances, products, models, software packages, and their functionality in the IT Infrastructure Library (ITIL) framework model.

• Define configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectives.

• Ability to understand and translate architectural designs into a functioning design representing applicable CIs and relationships. This includes a knowledge of IT infrastructure topology including typical product, application, server, and network configurations.

• Identify enhancements and improvements for maturity of the CMDB and Configuration Management processes. Translate enhancements into functional business requirements for the applicable teams.

• Understanding of Service and Application Portfolio Management.

• Understand the CMDB impact of integrated data sources running in parallel with Service Now Discovery. Monitor CMDB health and resolve conflicts between data sources.

• Provide governance to ensure the integrity of the CMDB. Direct and schedule periodic gap and maturity analyses. Provide support to internal and external audits, ensuring identification and implementation of remediations.

• Produce status reports, including summations of Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs), with an operational and management focus.

• Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective CMDB that adheres to governance standards.

• Maintain awareness of the organization’s strategy and the various current under-pinning supporting policies.

• None

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary functions.

• 10+ years relevant experience with Configuration Management and CMDB.

• 10+ years experience both within a process area and IT Service Management tools e.g. Service Now.

• Experience maturing Configuration Management Processes and the CMDB through the crawl, walk, run phases.

• Thorough understanding of ITIL processes with deep knowledge of the various ITSM Stages, including but not limited to:
  Configuration Management, Automated Discovery , IT Asset Management, Change Management, Release Management, Incident Management, Problem Management, and Event Management.

• Ability to work across functional areas to drive continuous improvement in a technology organization.

• Be customer focused and goal oriented with keen attention to detail.

• Service Now experience is required

• Advanced knowledge of CMDB / CMS data models

• ITIL, COBIT5 as related to service management and configuration management

• General knowledge and familiarity with applications and products, infrastructure topology such as networking, mainframes, servers, containers/clusters, storage, and scripting, databases

• Strong verbal and written…