Qualifications:

• Demonstrated expert experience with ServiceNow CSDM design and implementation.
• 5 years demonstrated experience in ServiceNow CMDB administration, management, analysis, and design.
• Demonstrated experience using the CMDB Identification and Reconciliation Engine
• Change agent with strong communication and presentation skills supported by a high level of persuasion.
• Bachelor’s degree in computer science, information systems, or related experience.
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively with cross-functional teams.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Ability to interact with all levels of the organization in a professional manner.
• Position requires self-motivation and the ability to work effectively under minimum supervision, as well as within a team structure.
• ServiceNow Certified Implementation Specialist - Discovery certification.
• Experience using Service Graph Connectors to retrieve CI information from other systems.
• Broad knowledge of ITIL processes and how the CMDB/CSDM impacts those processes.

World Wide Technology is looking for a talented and experienced ServiceNow professional who can perform the role of Services (CSDM) & CMDB Administrator. As a key resource on the IT Service Management Team, the ServiceNow CMDB Administrator is a thought leader on CSDM and CMDB, who is responsible for driving adoption of CSDM and managing the CMDB in support of IT Processes. As World Wide pivots to a Services oriented view into the health of the systems IT supports, this role will be key in ensuring we are able to identify, classify and manage the services and offerings that depend on our systems. This role will lead the governance, enhancements, and health monitoring of CI Classes in support of other processes and their stakeholders.

Responsibilities:

• Identify and engage with IT personnel of all levels to implement management of Business Applications and Application Services more broadly.
• Identify and engage with IT personnel to implement management of Technical Services and Service Offerings. Develop a framework for self-management of Technical Services and Offerings.
• Identify and engage with Product Owners to implement management of key Business Services and Service Offerings. Develop a framework for self-management of Business Services and Offerings.
• Engage with Infrastructure and Operations teams to ensure the health and accuracy of Infrastructure classes and Configuration Items (CIs), aligned to best practices and out of the box classes.
• Align to Best Practice and Out of the Box capabilities of the ServiceNow Discovery process.
• Engage Infrastructure CI class owners to implement a governance model focused on the health and accuracy of Infrastructure classes and Configuration Items.
• Review and approve all changes to individual CI Classes
• Provide requirements, use cases, user stories, and acceptance criteria to support new or enhanced CI Classes.
• Enable and facilitate CI Class audits.
• Mentor the organization on configuration management concepts, policies, and procedures.
• Identify and implement service improvement opportunities.