CMDB Specialist, ServiceNow

Job Summary:

This role involves support of the Configuration Management Database within the THG ServiceNow environment as the CMDB Specialist. The CMDB Specialist role will work under the guidance and in collaboration with the ServiceNow Admin in support of the Configuration Management Database. This role will be expected to help sustain the daily CMDB operations within ServiceNow. This will be done by investigating and resolving general CMDB related inquiries, errors, and issues related to our environment. Ability to handle the backlog cleanup efforts, processing CMDB Standard Change Requests, and assisting with general operational activities. The CMDB Specialist will focus on the operational work, such as proactively identifying health risks, by investigating them and resolving them. Therefore, the CMDB Specialist will be responsible for both proactive and reactive supportability of the CMDB. In addition to daily operations of Configuration Management, the CMDB specialist will also be expected to make non-major developmental enhancements into Incident, Problem, and Change involving CMDB.

Essential Job Functions:

• Maintain accuracy of the ITSS Configuration Management Database (CMDB), drive in improving quality of data in the CMDB and drive in the cleanup/update of Configuration Item (CI) attributes in the CMDB
• Monitors health of the Configuration Management process in tandem with CMDB admin, recommending process, design, and/or operational updates to reduce time and cost requirements for CMDB upkeep and improve overall data quality
• Manage / Lead / Support Configuration Items audits to ensure accuracy and completeness of configuration items being maintained within the CMDB (both discoverable and undiscoverable items)
• Work to create Configure and build reports, dashboards, CMDB Health view and Data Certification to manage data compliance and maintain the health of CMDB.
• Works closely with the ServiceNow Admin and the IT Supporting Teams in support of CMDB relative to their CI's
• Acts as liaison to the Asset Management/IT Purchasing process owner and IT Support teams
• Establish standards and manage regular audits, identifying records with incorrect or outdated information, and coordinating with CI owners to remediate data inaccuracies
• Work to champion and enforce data integrity across the CMDB
• Conduct data quality analysis, provide recommendations to address data quality issues, and manage/test the implementation of approved recommendations
• Communicate with internal leadership to escalate risks and issues regarding matters of significant importance to the organization/project
• Provide support in the operation and maintenance of the ServiceNow Discovery application (eg discovery schedules and other discovery related operational activities)
• Continuously monitor discovery reports/logs, help with the identification of errors, and work with subject matter experts (SMEs) to troubleshoot and resolve issues
• Back Up to Change Manager and RCA Manager processes
• Provide support of other areas as required

Relevant Skills:

• Ability to hold themselves and others accountable to high standards
• Experience identifying and resolving issues independently
• Demonstrates a solid sense of accountability and sound personal judgement
• Ability to gain alignment present a common point of view across multiple stakeholders
• Experience in utilizing methodologies to drive process improvements
• Strong problem-solving skills and process orientation person
• Excellent facilitation, communication, and strong documentation skills
• Position requires general computer skills including use of MS Office applications and MS Outlook e-mail; familiarity with ServiceNow a plus
• Strong organizational skills with ability to manage workload and operate independently
• Performs other IT related tasks as assigned to support the overall goals of ITSS

Requirements:

• Bachelor's Degree within one of the principles Information Technology, Computer Science, or relevant fields and or related years of experience working in IT
• Minimum 2 years' experience with the ServiceNow platform
• Understanding of Computing and Software fundamentals (desktop, server, storage)
• General knowledge of network concepts (routers, switches, firewalls, load balancing, mid servers, etc.)
• ITIL and IT Service Management (ITSM) functionality and concepts
• Basic functionality of the CMDB concepts
• Create, maintain, and manage documentation, processes, policies and or procedures related to the CMDB environment
• Willingness to gain/grow into additional levels of experience/certifications within ServiceNow

Travel: less than 5%

About The Heritage Group

Founded in 1930, The Heritage Group (THG) is a fourth-generation family-owned business managing a diverse portfolio of companies specializing in heavy construction and materials, environmental services, and specialty chemicals. Companies within the THG portfolio include Heritage Environmental Services, Heritage Construction + Materials, and Monument Chemical. With more than 5,000 employees and 30 operating companies worldwide, THG aims to create a safer, more enriching, and sustainable world by harnessing the power of family.

The Heritage Group welcomes the diverse backgrounds, experiences, and perspectives of all to work together to accomplish our goals

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Current Openings for CMDB Specialist, ServiceNow Jobs at The Heritage Group