ServiceNow Configuration Analyst - RBC Technology Solutions LLC

Non-local candidates are welcome but must be present on-site from the first day of their employment.

We need analyst profiles, not developer or admin profiles.

Must have experience in CMDB, Asset Management, Data Governance, CSDM, ITSM, and ITIL.

ServiceNow Configuration Analyst

Location: Pleasanton, CA/ Plano, TX.

Visa Acceptance: USC, GC, GC-EAD, H4-EAD

Here is the job description that we are looking for in this role:

What You'll Do

• Accountable for the daily operational health of SACM Configuration processes.
• Responsible for CMDB data analysis, research, troubleshooting, data enrichment, and other CMDB governance tasks.
• Accountable for ensuring that SACM Configuration Management is delivered in line with defined policies and procedures.
• Leads investigation of root cause analysis to improve data accuracy continuously.
• Manage the SACM Configuration relationship with data owners and consumers.
• Identify, analyze, and drive resolution of process or data issues, ensuring all Configuration Items (CIs) are complete.
• Strengthen and mature ITSM CSDM (Common Services Data Model) practices and hierarchies.
• Engage with stakeholders to implement or enhance integration interfaces with other applications that leverage or provide CMDB data (e.g., Discovery, OEM/internal data sources, AMDB/hardware asset logistics, Software Asset Management).
• Nurture and strengthen alignment with shared SACM process stakeholders including shared/related data (e.g., Discovery, Asset Management), those who engage with or manage other data inputs (e.g., Service Catalog forms/workflows, Business Analysts, ITSM Developers), or other ITSM process owners (Change, Incident, Problem).
• Serve as a SACM Configuration data and process steward, supporting training opportunities and process adherence with data owners, consumers, and other personnel.
• Drives reporting governance on CMDB statistics, processes, and trends including the delivery of reports and dashboards to drive behavior and adherence.
• Schedule and lead CMDB data audits, data enrichment efforts, and other critical CMDB governance processes through data and process owners.
• Enforce and enhance data governance best practices and standards to ensure consistent and accurate data.
• Support the onboarding of new Applications or Business Services into the CMDB.
• Support data certification audits and maintain the overall health of the Data Certification program.
• Accountable for SACM Configuration Service Catalog items, their content offerings, associated processes, and workflows.
• Collaborate with owners of other Service Catalog items that leverage or impact CMDB data, driving governance of Configuration Management processes and ensuring standards and policies are met.
• Maintain and enhance a custom in-house consumer-facing CMDB application including process engineering, requirements gathering, and design modification recommendations.
• Define and maintain recurring test cases in support of platform health and feature/instance upgrades.

What You Know

• Must possess a deep understanding of ITIL IT Service Management processes (e.g., Incident, Problem and Change Management, Project and Portfolio Management, Service Catalog, etc.)
• Must have a proven track record in the CMDB space.
• Must have a robust background tied to Asset and CMDB processes and data governance. The client needs to see the experience where the candidate speaks to how they've either built or supported the Asset/CMDB governance programs, strengthened, or matured it.
• 3+ years of experience working in a process-driven organization, preferably an ITIL-aligned Service Management organization.
• 3+ years of experience in working with inventory discovery tools and infrastructure management tools used to provide Configuration data (e.g., ServiceNow Discovery, OEM applications).
• 3+ years of experience with CSDM (Common Service Data Model).
• Must have quality documentation skills reporting capabilities and experience.
• General understanding of the ServiceNow Identification and Reconciliation Engine (IRE) and the structure of its rules.
• 3+ years of experience driving SACM process adherence throughout a complex IT organization using data.
• 3+ years of experience in the use of KPIs and other methodologies to identify problems, track trends and drive behavior.
• Proven success in establishing and/or managing large data repositories and managing multi-source environments.
• Experience of the working practices and structural elements within Cloud environments, IT infrastructure, Operations Centers, and Service Desks.
• Work experience with DevOps and Agile methodologies
• Encompasses a particularly good all-round understanding of IT processes and service management.
• Strong in establishing connections with people and managing relationships.
• Able to cope with pressure, time-sensitive situations, and delivering against deadlines.
• Proficient with Microsoft tools including Excel, PowerPoint, Word, Teams, SharePoint

Preferred:

• ITIL V4 certification
• ServiceNow Multi-Source CMDB/CMDB 360 experience
• Working experience in multiple Cloud Solutions (Azure, Google, Oracle, IBM, etc.)
• Working knowledge of the Common Service Data Model
• Knowledge of application architecture and service delivery modeling