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    ServiceNow Configuration Manager - Hybrid-Full time

    USA, Georgia, Atlanta

    • $130,000 to $150,000 USD
    • Project Manager Role
    • Seniority: Mid-level

    Job description

    The ITSM Configuration Manager has overall responsibility for the Configuration Management (CM) process and Configuration Management Database (CMDB) within the global ITSM platform (ServiceNow). This role has the ability and authority to ensure daily end-to-end delivery of Configuration Management services in accordance with the configuration management plan. Design, development, documentation, testing, and modification of existing and new ITOM & CMDB capabilities, discovery patterns and sensors, championing standard techniques, procedures, and criteria. They will participate in architecture design, performance monitoring, product evaluation, and buy versus build decisions. They will supervise and communicate the development activities, dependencies, and risks and mitigation strategies to the portfolio business unit IT process owners and leadership.

    Flexible Work Arrangement: This position is eligible for a hybrid work opportunity with two days in our Atlanta office and three days working from home each week.

    Principal Duties & Responsibilities

    * Maintain the governance, polices, and direction of the Enterprise ITSM platform CMDB
    * Establish and manage business-optimized data governance model
    * Daily interaction with ServiceNow ITSM and ITOM configuration management database services in an enterprise product environment
    * Provide direction and guidance to offshore/nearshore developers and platform administrators
    * Lead design, development, documentation, testing, and modification of existing and new ITSM & CMDB capabilities, discovery patterns and sensors, championing standard techniques, procedures, and criteria
    * Assists in leading the CMDB discovery, CI relationship vision and roadmap
    * Participate in architecture design, performance monitoring, and product evaluation decisions
    * Responsible for maintaining Discovery application tool within ServiceNow
    * Identify improvements with internal consumers of data whose processes interact with the CMDB
    * Frequently Interface with business unit ITSM process owners to ensure CMDB data effectively supports Incident, Problem, Change, Asset, and Service Catalog processes
    * Perform periodic audits and support requests from Corporate Internal Audit and External auditors
    * Ensure high level of CMDB data quality in support of Enterprise ITSM process automation initiatives
    * Drive process and platform maturity through future phases of ITSM / ITOM roadmap, such as service mapping

    Education, Specialized Knowledge & Required Skills

    * Bachelor's degree in Information Systems, Computer Science or similar field of study required. Equivalent combinations of education and work experience considered
    * ITIL Foundation Certificate required
    * ServiceNow certifications preferred
    * 8+ years' experience in IT End User Services, Service Desk, or related field in a large global organization
    * 2+ years overall experience as a ServiceNow ITOM administrator, resolving ITSM tickets, Incident resolution, request fulfillment and change management
    * Working knowledge and experience with major ITSM tools Service Desk processes and Service Level Agreements
    * Working knowledge of IT infrastructure, operational and business application concepts
    * Knowledge of ServiceNow Service Mapping
    * Knowledge of ServiceNow fundamentals, including ServiceNow Discovery
    * Knowledge of Agile Methodology and software development
    * Exceptional interpersonal, communication, and problem-solving skills
    * Comfortable and effective interacting with varying levels across the organization, including Executives
    * Keen attention to detail, while also sees the big picture