Principal, Service Configuration Management
Role details
Job location
Tech stack
Job description
This position is responsible for managing the population of the ServiceNow Configuration Management Database (CMDB) utilizing the ServiceNow Common Service Data Model (CSDM) model and Service Mapping of internally developed and externally sourced products.As a member of the IT Service Management (ITSM) team, this person is primarily responsible for designing, configuring, implementing and maintaining the CMDB population and reconciliation processes, but will also provide support for other ITSM processes. This position will also work with leadership to provide the skills, knowledge and experience from a technological perspective to formulate solutions that will not only address project requirements but also ensure the solution compliments or fits with existing and future services., To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.
- Execution experience with application of the following to manage the CMDB: ServiceNow CSDM model, ServiceNow Discovery, ServiceNow Service Mapping of internally developed and externally sourced products.
- Understanding of capabilities, business applications, instances, products, models, software packages, and their functionality in the IT Infrastructure Library (ITIL) framework model.
- Define configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectives.
- Ability to understand and translate architectural designs into a functioning design representing applicable CIs and relationships. This includes a knowledge of IT infrastructure topology including typical product, application, server, and network configurations.
- Identify enhancements and improvements for maturity of the CMDB and Configuration Management processes. Translate enhancements into functional business requirements for the applicable teams.
- Understanding of Service and Application Portfolio Management.
- Understand the CMDB impact of integrated data sources running in parallel with ServiceNow Discovery. Monitor CMDB health and resolve conflicts between data sources.
- Provide governance to ensure the integrity of the CMDB. Direct and schedule periodic gap and maturity analyses. Provide support to internal and external audits, ensuring identification and implementation of remediations.
- Produce status reports, including summations of Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs), with an operational and management focus.
- Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective CMDB that adheres to governance standards.
- Maintain awareness of the organization's strategy and the various current under-pinning supporting policies.
Requirements
The requirements listed are representative of the knowledge, skill, and/or ability required.Reasonable accommodation may be made to enable individuals with disabilities to perform the primary functions.
- 10+ years relevant experience with Configuration Management and CMDB.
- 10+ years experience both within a process area and IT Service Management tools e.g. ServiceNow.
- Experience maturing Configuration Management Processes and the CMDB through the crawl, walk, run phases.
- Thorough understanding of ITIL processes with deep knowledge of the various ITSM Stages, including but not limited to: Configuration Management, Automated Discovery , IT Asset Management, Change Management, Release Management, Incident Management, Problem Management, and Event Management.
- Ability to work across functional areas to drive continuous improvement in a technology organization.
- Be customer focused and goal oriented with keen attention to detail.
Technical Skills:
- ServiceNow experience is required
- Advanced knowledge of CMDB / CMS data models
- ITIL, COBIT5 as related to service management and configuration management
- General knowledge and familiarity with applications and products, infrastructure topology such as networking, mainframes, servers, containers/clusters, storage, and scripting, databases
- Strong verbal and written communication skills, problem solving skills
- Strong Excel and PowerPoint skills required
Education and/or Experience:
- BS/BA in a related field, such as Management Information Systems (MIS), Computer Science
- 10+ years of ITSM experience or related workflow development practice and techniques experience
Certificates or Licenses:
- ITIL Certified (Foundation+)
Benefits & conditions
A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness. Some of these components include:
- A hybrid work environment, up to 2 days per week of remote work
- Tuition Reimbursement to support your continued education
- Student Loan Repayment Assistance
- Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely
- Generous PTO and Parental leave
- 401k Employer Match
- Competitive health benefits including medical, dental and vision, * The salary range listed for any given position is exclusive of fringe benefits and potential bonuses. If hired at OCC, your final base salary compensation will be determined by factors such as skills, experience and/or education.
- In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.
- We typically do not hire at the maximum of the range in order to allow for future and continued salary growth. We also offer a substantial benefits package as noted on www.theocc.com/careers
- All employees may be eligible for a discretionary bonus. Discretionary bonuses are based on various factors, including, but not limited to, company and individual performance and are not guaranteed.
Salary Range $159,000.00 - $217,100.00
Incentive Range 23% to 30%
This position is eligible for an annual discretionary incentive compensation award, for which the target range is listed above (see Incentive Range). The amount of such award, if any, will be based on various factors, including without limitation, both individual and company performance.
