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• Accountable for the daily operational health of SACM Configuration processes.
• Responsible for CMDB data analysis, research, troubleshooting, data enrichment, and other CMDB governance tasks.
• Accountable for ensuring that SACM Configuration Management is delivered in line with defined policies and procedures.
• Leads investigation of root cause analysis to improve data accuracy continuously.
• Manage the SACM Configuration relationship with data owners and consumers.
• Identify, analyze, and drive resolution of process or data issues, ensuring all Configuration Items (CIs) are complete.
• Strengthen and mature ITSM CSDM (Common Services Data Model) practices and hierarchies.
• Engage with stakeholders to implement or enhance integration interfaces with other applications that leverage or provide CMDB data (e.g., Discovery, OEM/internal data sources, AMDB/hardware asset logistics, Software Asset Management).
• Nurture and strengthen alignment with shared SACM process stakeholders including shared/related data (e.g., Discovery, Asset Management), those who engage with or manage other data inputs (e.g., Service Catalog forms/workflows, Business Analysts, ITSM Developers), or other ITSM process owners (Change, Incident, Problem).
• Serve as a SACM Configuration data and process steward, supporting training opportunities and process adherence with data owners, consumers, and other personnel.
• Drives reporting governance on CMDB statistics, processes, and trends including the delivery of reports and dashboards to drive behavior and adherence.
• Schedule and lead CMDB data audits, data enrichment efforts, and other critical CMDB governance processes through data and process owners.
• Enforce and enhance data governance best practices and standards to ensure consistent and accurate data.
• Support the onboarding of new Applications or Business Services into the CMDB.
• Support data certification audits and maintain the overall health of the Data Certification program.
• Accountable for SACM Configuration Service Catalog items, their content offerings, associated processes, and workflows.
• Collaborate with owners of other Service Catalog items that leverage or impact CMDB data, driving governance of Configuration Management processes and ensuring standards and policies are met.
• Maintain and enhance a custom in-house consumer-facing CMDB application including process engineering, requirements gathering, and design modification recommendations.
• Define and maintain recurring test cases in support of platform health and feature/instance upgrades.

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.)
• 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.
• Knowledge of the working practices and structural elements within Cloud environments, IT infrastructure, Operations Centers, and Service Desks.
• Familiarity with DevOps and/or 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

Education

• Bachelor’s degree in a technology or business-related field or 3+ years of Configuration Management experience managing a large CMDB environment.