Servicenow Configuration Manager

The ServiceNow Configuration Manager is responsible for managing the Configuration Management Database (CMDB) within ServiceNow. This role involves overseeing the integration of CMDB data with other ITSM processes. The ServiceNow Configuration Manager will lead efforts to improve CMDB quality and support IT operations and decision-making through effective configuration data management. The ServiceNow Configuration Manager is also responsible for managing and optimizing the Discovery process within the ServiceNow ITOM suite. This role ensures that IT assets and configuration items are accurately discovered, mapped, and integrated with the Configuration Management Database (CMDB). The ServiceNow Configuration Manager works to enhance the visibility and reliability of IT infrastructure, supporting effective IT service management and operational efficiency.

Responsibilities:

• Manage and maintain the ServiceNow CMDB, ensuring that configuration items (CIs) are accurately recorded and updated.
• Oversee the lifecycle of CIs, including creation, modification, and retirement.
• Oversee the configuration, execution, and scheduling of Discovery jobs to ensure comprehensive and accurate data collection.
• Manage the setup and maintenance of Discovery probes, sensors, and patterns to support the discovery of IT assets and services.
• Ensure the accuracy, completeness, and reliability of CMDB & Discovery data.
• Implement and enforce data quality standards and processes.
• Perform regular audits and data reconciliation to identify and resolve discrepancies.
• Troubleshoot and resolve issues related to Discovery processes, data accuracy, and integration.
• Define and implement CMDB processes and procedures in alignment with ITIL best practices.
• Work closely with other ITSM processes, such as Change Management, Incident Management, and Asset Management, to ensure effective integration and data flow.
• Facilitate the integration of CMDB data with other systems and tools, ensuring seamless data exchange and synchronization.
• Implement and manage automation to streamline CI updates and data management.
• Ensure seamless integration of Discovery data with the Configuration Management Database (CMDB).
• Collaborate with the CI owners to ensure that discovered configuration items (CIs) are accurately reflected and maintained in the CMDB.
• Develop and maintain reports, dashboards, and metrics to monitor CMDB health, Discovery performance, data quality, and usage.
• Provide actionable insights and recommendations based on Discovery data to support IT operations and strategic decision-making.
• Collaborate with IT teams, business units, and other stakeholders to understand their requirements and ensure that the CMDB & Discovery methods/data/schedules support their needs.
• Provide guidance and support to teams using CMDB data for various IT processes.
• Identify opportunities for improving CMDB processes, data quality, and system performance.
• Stay informed about ServiceNow ITOM best practices, new features, and industry trends.
• Identify opportunities for enhancing Discovery processes and tools to better support IT operations and service management.
• Create and maintain documentation related to CMDB processes, data standards, and procedures.
• Provide training and support to users and team members on CMDB functionality and best practices.
• Ensure CMDB processes comply with organizational policies, industry standards, and regulatory requirements.
• Implement governance practices to manage CI data effectively and securely.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; relevant certifications are a plus, or equivalent job experience.
• Experience: 4-6 years of experience in IT service management or configuration management, with at least 2 years of experience managing CMDBs within ServiceNow.
• Certifications: ServiceNow Certified System Administrator is required; additional certifications such as ServiceNow Certified Implementation Specialist - CMDB, Discovery, Service Mapping or ITIL certifications are highly preferred.
• In-depth knowledge of ServiceNow CMDB and related modules.
• Proficiency in configuration management processes and best practices.
• Experience with integration and automation tools within ServiceNow.
• Strong analytical and problem-solving skills.
• In-depth knowledge of ServiceNow Discovery and ITOM processes.
• Experience with configuring and managing Discovery probes, sensors, and patterns.
• Proficiency in data integration, data quality management, and reporting within ServiceNow.

Founded in 1991, Rooms To Go is one of the largest and fastest growing furniture retailers in the US with over 250 stores in ten southern states, eight distribution centers and an e-commerce business. Rooms To Go offers a collaborative work environment within a supportive culture.

Rooms To Go Benefits:

• Medical, dental, and vision insurance
• 401(k) with company match
• Associate discounts including furniture
• Company paid life and disability insurance
• Paid time off
• Employee Assistance Program
• Wellness Programs
• And more.

Rooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

Applicants must be authorized to work in the U.S.