The SACM-CMDB IT Officer plays a crucial role in providing operational leadership and support to the effectiveness of the Service Asset andConfiguration Management (SACM) process, Discover, and Service Mapping program. The candidate will be responsible for, but not limited to thefollowing:
Service Asset and Configuration Management
Assists the Service Asset and Configuration manager in managing SACM process, maintain governance and address any control issues.
Provides technical and process related guidance to team members and CMDB Coordinators.
Analyzes Configuration Management Database (CMDB) data, recommend solutions in continuously improving the quality of data in the CMDB.
Ensures effective compliance with SACM process by validating the accuracy of CMDB data.
Recommends and implements SACM process enhancements; Produces process workflows. Revises, updates, and maintains CMDB Procedures, SOPs and KB articles to reflect improvements to the SACM process.
Proposes, designs, and/or implements enhancements and modifications to improve overall CMDB structure (not limited to updates to the CMDB data model and CI classes).
Provide support to internal and external audits related to the accuracy of CI data in the CMDB and of the SACM process itself.
Designs and produces reports, dashboards, CMDB Health view and Data Certification to manage data compliance and maintain the health of CMDB.
Measures, reviews, and analyzes the effectiveness, efficiency, and maturity
of SACM process; Collects and provides key management reporting of KPIs & metrics.
Designs and conducts awareness campaigns and learning programs.
Delivers online training materials and conduct face-to-face or virtual (WebEx or Teams) training sessions in local office.
ServiceNow Discovery and Service Mapping
Provides technical guidance and support in the operation and maintenance of the ServiceNow Discovery and Service Mapping applications including but not limited to, discovery schedules, credentials, service mapping and other discovery related operational activities.
Proposes solutions to auto-populate additional data attributes for Discovery and connections Service Maps by creating new patterns and/or update existing patterns.
Proposes, designs, and/or implement custom solutions to enhance Discovery and Service Mapping to address WBG specific business use cases.
Analyzes discovery data, reports/logs, help with the identification of errors and work with subject matter experts (SMEs) to troubleshoot and resolve issues.
Provides guidance to teams to gather required preparatory work and gather application information for service mapping activities.
Performs end-to-end service mapping activities and collaborate with application and IT teams to validate components on map, receive confirmation, and sign off.
Produces reports and dashboard for Discovery and Service Mapping to highlight issues and progress.
Assists team members with upgrade conflict review and resolution. Analyzes new ServiceNow features, fixes, releases related to ITOM module (Discovery and Service Mapping) and make appropriate recommendations and agreement for implementation.
Selection Criteria
Master's degree with 5 years relevant experience or Bachelor’s Degree with a minimum of 7 experience as a SACM, Discovery, and Service Mapping process practitioner in ServiceNow for a large enterprise.
Demonstrated hands-on experience with ServiceNow Discovery and Service Mapping.
Demonstrated experience with ServiceNow ITSM modules in designing and managing the SACM & governance processes, including the maintenance of the integrity of the CMDB.
Demonstrated experience in managing the CI lifecycle with the ability to perform data analysis in keeping track of discovered CIs and its relationships as well as stale CIs and its relationships.
Demonstrated experience in performing Service Asset and Configuration management process compliance validation and audit checks.
Strong analytical skills, ability to think outside the box and be creative in troubleshooting and resolving issues related to Discovery, SACM process and CMDB CIs.
Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware) and server concepts.
Knowledge of network concepts (routers, switches, firewalls, NAT, load balancing).
Demonstrated experience with configuring and building the ServiceNow CMDB Health Dashboard and Data Certification modules.
Hands-on experience with building moderate to complex reports and dashboards utilizing CMDB and ITSM (Change, Incident, Problem, Release) data using tools similar to ServiceNow Report and Performance Analytics, such as Splunk, Tableau, SharePoint, Power BI, etc.
Experience in delivering face-to-face and virtual training sessions on ServiceNow ITSM modules particularly SACM, Discovery and Service Mapping.
Knowledge of server-side object-oriented JavaScript, Unix Shell scripting, Windows scripting, PowerShell, XML, and JSON/script language concepts is a plus.
Excellent verbal and written communication skills and a proven ability to interact professionally with a diverse group.
