ServiceNow Analyst

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

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