IT Service Management Engineer

Position Overview:

This position plays a pivotal role in the administration, management, and enhancement of our Configuration Management Database (CMDB) and Discovery processes. You will ensure the CMDB is up-to-date with best practices for the CSDM model and align with IT Operations and Asset Management leveraging IT Datacenter technologies, SAM, and cloud initiatives. This role works closely with all process owners within IT and is responsible for delivering a well-maintained service-aware CMDB. Additionally, you will support other ITSM functions such as change, incident, and problem management.

Core Responsibilities:

• Administer and execute the CMDB and Discovery processes in ServiceNow, ensuring correctness, completeness, and currency of the data.
• Collaborate with cross-functional teams to ensure accurate and up-to-date information is captured, supporting various IT Service Management (ITSM) processes including change, incident, and problem management.
• Implement automation and orchestration solutions to streamline data collection and ensure real-time updates to the CMDB.
• Develop training materials and conduct sessions for end-users, ensuring they understand the importance of CMDB data and how to interact with the system.
• Implement and maintain processes to regularly audit CMDB data for accuracy and compliance with organizational policies and industry standards.
• Partner with IT Asset Management teams to align discovery trend data with asset lifecycle management data requirements.
• Drive the expansion and maturation of the CMDB while ensuring daily end-to-end delivery of Configuration Management (CM) services.
• Support the ITSM functions by assisting the process owner in and coordinating changes, incidents, and problems according to established ITIL processes and procedures.

Requirements:

• 2+ years working with CMDB or 3+ years of experience in IT infrastructure management and configuration.
• 2+ years experience working in ServiceNow.
• Understanding of CSDM principles in ServiceNow.
• ServiceNow certification in Discovery or other relevant areas (e.g., Certified Implementation Specialist) a plus.
• Strong understanding of IT infrastructure components such as servers, networks, databases, and applications.
• Proficiency in scripting languages such as JavaScript, PowerShell, or Python.
• Familiarity with ITIL principles and practices or familiarity with industry standard ITSM tools and practices.
• Excellent analytical and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of network protocols and technologies (e.g., SNMP, WMI, SSH).
• Experience with data normalization and reconciliation processes.
• Understanding of cloud computing technologies and architectures.
• Experience with integration technologies such as REST API and SOAP.
• Please note that experience in ITSM CMDB processes and tool administration/management, including discovery and service mapping, is required.
• This position is not eligible for visa sponsorship now or in the future.

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