Senior Analyst - ServiceNow CMDB

Less than 5 years experience  • 

Salary depends on experience
Posted on 03/21/18
Downers Grove, IL
Less than 5 years experience
Salary depends on experience
Posted on 03/21/18

HAVI is a privately held global company that innovates, optimizes and drives the supply chains and marketing promotions of many of the best known brands in the world. When you work at HAVI, you have a chance to make your mark – to be a part of work that drives value, brings a smile and keeps everyday life moving forward. Which means it’s not the size of our global footprint, but rather your personal fingerprint, that has the power to make a real difference for our customers… and to touch the lives of people both at home and around the world.

Responsibilities

As a ServiceNow Senior CMDB Analyst, you will play a critical role in enabling success of multiple global initiatives across HAVI -  IT Service Management (Incident Management, Change Management, Request Fulfillment, Services Portfolio Management), IT Financial Management, Enterprise Architecture, Project and Portfolio Management, Time reporting, Resource Management, IT Security, Vendor Management etc. You will enable ServiceNow CMDB to be the SSOT for current state of HAVI IT. Additional responsibilities:

 

  • Design and execute the Enterprise Discovery policy and processes in adherence with global and local requirements resulting in the provisioning of stable and reliable IT Services
  • Coordinate with stakeholders (Security, Infrastructure, End User Services, Data Solutions, Application Development/Support, Vendor Management, Project Management etc.) to gather and implement CMDB requirements from IT and business partners ensuring processes are simple, repeatable, measurable, and achievable
  • Use industry best practices to develop necessary data integrations and governance processes in support of CMDB implementation hosted on the ServiceNow platform
  • Analyze and document changes required to business processes and on legacy systems in support of CMDB enhancements
  • Deliver passionate, persuasive, strategic, and technically competent ServiceNow CMDB and Discovery expertise to our global user and customer base
  • Administer, continuously expand/tune and maintain integrity of ServiceNow Discovery tool (production and non-production environments)
  • Implement and maintain the technical solution for Configuration Management process/CMDB automation
  • Troubleshoot patch/release management issues and upgrades to the Discovery module  
  • Proactively validate the discovered and imported data for completeness and accuracy to ensure trusted state of CMDB. Audit for and resolve data exceptions in the CMDB within ServiceNow. Produce custom reports for management
  • Establish strategies and processes to ensure easy and reliable access to the CMDB data
  • Continuously analyze process data and drive opportunities to improve the process or execution of the process. Work with external partners and third party suppliers whenever necessary to support the process
  • Stay current with capabilities of CMDB, Discovery, and ServiceNow. Be proactive about knowledge sharing

 

Desired Skills & Experience

  • Bachelor's degree in computer science, computer engineering, management information systems, related discipline, or equivalent experience
  • 3+ years of hands-on experience with ServiceNow CMDB (design, governance and maintenance) and Discovery (administration, configuration, tuning)
  • Training in ServiceNow Discovery and Scripting
  • Must have experience designing CMDB to enable relationships across ITSM and ITBM products in ServiceNow
  • At least ‘experienced user’ level of knowledge with Linux and Windows operating systems, including ability to test and troubleshoot discovery by SSH, SNMP and WMI queries
  • Extensive experience with ServiceNow in business facing capacity
  • Good verbal skills to explain complex solutions to the business, the wider team and customers in a clear and concise manner
  • Ability to write clear and concise communications
  • Demonstrated teamwork, and collaboration in a diverse professional setting 
  • Ability to handle multiple tasks and deliver them on time, exhibiting a high degree of proactive “hands-on” thinking and acting
  • Ability to deal with ambiguity in a fast-paced environment where every change affects the experience of our customers and users world-wide
  • Strong ability to quickly learn and comprehend business processes and problems in order to effectively develop technical solutions to the problems

 Additional Preferred Qualifications

  • Formal ServiceNow training in areas such as: 
    • ServiceNow Orchestration
    • ServiceNow Service Mapping
  • Agile/Scrum Training/Certification
  • ITIL V3 Foundations Certification
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