About Encore Talent Solutions:
Encore Talent Solutions is a trusted professional services firm dedicated to helping organizations achieve their goals by providing exceptional talent solutions. We partner closely with our clients to understand their unique culture and operational needs, delivering proactive support during times of growth, transition, and change. Our mission is to connect top talent with meaningful opportunities to drive business success.
Key Responsibilities
- Functions as the Subject Matter Expert (SME) for the ServiceNow CMDB to include the CMDB Governance Process, Business Applications and Services, Support Groups, Computer Endpoints and Software Packages.
- Proactively identifies CMDB technical deficiencies and provides solution recommendations.
- Develops and maintains CMDB technical best practices and procedures.
- Develops and maintains dynamic, interactive ServiceNow CMDB-related dashboards and reports that are tailored to the audience and can be used to track the effectiveness of current ITSM technical investments.
- As part of the ITSM Team, manages and tracks the ITSM backlog of ServiceNow stories related to the CMDB, working with stakeholders to gather requirements and ensure their ServiceNow CMDB needs are met by creating and managing stories for the platform team or by performing light ServiceNow configuration and development.
- Manages operational projects related to the ServiceNow CMDB, executing the project plan, managing the backlog of stories, performing light configuration and development, coordinating and/or performing user acceptance testing and providing timely status updates to management throughout the project lifecycle.
- Partners with the ITSM Team on the design and delivery of the strategy for the Configuration Management processes, ServiceNow CMDB, SNOW and ServiceNow Auto Discovery, and IT Asset Management.
- Delivery of a single source of truth for all Configuration Items (e.g. Business Applications, Business Services, Servers, Databases, Computer Endpoints, Software Application Packages and their relationships).
- Management and continual improvement of Auto Discovery processes and procedures, ensuring alignment with ITIL and ServiceNow recommendations for CMDB and Discovery configurations.
- Execution of periodic CMDB Data Certification exercises to ensure the continued integrity of CMDB data.
- Regularly reviews current data model, processes, procedures and tools necessary to maintain the CMDB.
- Monitors, manages and prevents unauthorized changes to the ServiceNow CMDB.
- Monitors and handles CMDB-related Changes, Incidents and Problems.
- Monitors and enforces data integrity across the ServiceNow CMDB.
- Develops, schedules and performs periodic CMDB User training for Business Application and Service Data Certification tasks and provide targeted Management updates upon completion.
- Develops and publishes standardized CMDB-related content as requested by management.
Required Qualifications:
- Bachelor's Degree In information systems, computer science or commensurate selection criteria experience. (Required)
- Demonstrated advanced experience in ServiceNow IT Service Management (ITSM) Processes and Procedures (Required)
- Proven experience in Software Development Life Cycle (SDLC) and knowledge of agile development and testing best practices from a Process Owner perspective (Required)
- Proven experience coordinating multiple assignments simultaneously, and completing tasks accurately and on a timely basis with minimal supervision. (Required)
- Demonstrated experience working independently with minimal supervision. Experience must include identifying and resolving problems, where decision-making and initiative are demonstrated. (Required)
- Cite examples of self-motivation and experience working under limited supervision. (Required)
- Proven knowledge of ITIL process and framework and ability to identify project risks and gaps, developing creative and workable solutions to complex problems.
- Proven ability to successfully and frequently interpret and communicate business needs among internal customers and external vendors in a clear, focused and concise manner (includes discussions, correspondence, reports, forms and bridge/conference calls).
- Demonstrated ability to work in a cross-functional team environment (business and information technology).
- Proven knowledge of the financial or insurance service industry is preferred.
- Proficiency and comprehension of the ServiceNow Common Service Data Model (CSDM).
- Proficiency in ServiceNow CMDB & Change Management processes in an enterprise environment.
- Proficiency in BigFix/SNOW/ServiceNow/SCCM Auto Discovery in an enterprise environment.
- Experience in ServiceNow configuration, integration or administration in an enterprise environment.
- Proficiency in Microsoft Office word processing, spreadsheet and database applications.
Preferred Qualifications
- ITIL 4 Certification
- Micro Certification - Configure CMDB
- Micro Certification - CMDB Health
- ServiceNow Certified System Administrator
Work Environment & Location:
- Location: Onsite 5 days a week in downtown Cincinnati, OH. Free parking
- Collaborative team environment with opportunities for professional growth.
- Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
- Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
- Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
- Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.