Sr. Associate, Service Management

Summary

This position is responsible for supporting the population and maintenance 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, maintaining, and auditing the automated CMDB population and reconciliation processes, but will also provide support for other ITSM processes.

Primary Duties and Responsibilities

• Define configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectives.
• Provide governance to ensure the integrity of the CMDB.
• Design enhancements and improvements for the maturity of the CMDB and Configuration Management process and translate them into business requirements for the ServiceNow development team.
• Manage and improve ServiceNow Discovery and Service Mapping.
• Monitor CMDB health and resolve conflicts between data sources. 
• Define and manage identification and reconciliation rules.
• Assist with periodic audits; ensure that any corrective action is carried out.
• Produce management information, including KPIs and status reports, with an operational and a management focus.

Supervisory Responsibilities

• N/A

Qualifications

• Understanding of the ServiceNow platform.
• Ability to work well in fast paced environments.
• Demonstrate strong confidence in abilities and knowledge, strong sense of responsibility, and the ability to work under minimal supervision.
• Understand concepts and application of ITSM, Agile Framework, and COBIT.
• Experience running service delivery utilizing ITIL standard methodologies.
• Be customer focused and goal oriented with keen attention to detail.

Technical Skills

• Must possess excellent customer service, written and oral communication skills and time management skills.
• Well organized, and deadline driven with the ability to prioritize and track multiple tasks simultaneously.
• Self-starter with ability to manage time effectively to deadlines, and audit deliverables to ensure accuracy for submission to senior management.
• Adapts well in a professional, fast-paced, dynamic environment.
• Demonstrated performance and aptitude consistent with OCC’s core values and culture.
• Ability to clearly articulate messages to a variety of audiences.

Education and/or Experience

• Bachelor’s degree in Information Technology or 3-5 years equivalent work experience.
• Experience with Service Delivery in an Agile environment.
• Experience with COBIT a plus.
• JIRA experience a plus.
• ServiceNow experience a plus.

Certificates or Licenses

• N/A