Associate Principal, Service Management

What You'll Do:This position is responsible for managing the population of the ServiceNow Configuration Management Database (CMDB) utilizing automated discovery and other data import methods. As a member of the Service Management team, this person is primarily responsible for designing, configuring, implementing and maintaining the automated 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 technology perspective to formulate solutions that will not only address project requirements but also ensure the solution compliments or fits with existing and future services.Primary Duties and Responsibilities:To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.Manages and improves ServiceNow System onboarding and modelingProvides governance to ensure the integrity of the Configuration Management DatabaseDesigns enhancements/improvements for the maturity of the CMDB and Configuration Management process and translates them into business requirements for the ServiceNow development teamDefine configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectivesSupport integrations with data sources other than ServiceNow DiscoveryMonitor CMDB health and resolve conflicts between data sources.Enable tracking of cloud/virtual inventoryDefine identification and reconciliation rulesCreate/update/remove identification and reconciliation rulesDirects, prioritizes and schedules periodic audits; ensures that any corrective action is carried out.Produces management information, including KPIs and status reports, with an operational and a management focusMaintain awareness of the organizations strategy and the various current under-pinning policies that support the strategy going forwardSupervisory Responsibilities:NoneQualifications:The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.5+ years relevant experience with Configuration Management / CMDB / Automated Discovery as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools e.g. ServiceNowAbility to discover and manage cloud inventoryAbility to work across functional areas to drive continuous improvementThorough understanding of ITIL processes with deep knowledge of the various ITSM Stages, including but not limited to: Configuration Management, IT Asset Management, Change Management, Incident and Problem Management, and Event ManagementExperience creating and maintaining metrics, reports, and dashboardsBe customer focused and goal oriented with keen attention to detailTechnical Skills:ServiceNow experience is preferredAdvanced knowledge of CMDB / CMS data modelsITIL, COBIT5 as related to service management and configuration managementGeneral knowledge and familiarity with networking, mainframes, servers, scripting, databasesStrong verbal and written communication skills, problem solving skillsStrong Excel and PowerPoint skills requiredEducation and/or Experience:BS/BA in a related field, such as Management Information Systems (MIS), Computer Science5 - 7 years of ITSM experience or related workflow development practice and techniques experience5 - 7 years in an Automated Discovery Analyst role preferredCertificates or Licenses:ITIL Certified (Foundation+)

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