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Western & Southern Financial Group · 2 months ago

Servicenow Configuration Management Database Analyst II

Cincinnati, OH

Full-time

Onsite

Mid Level

Western & Southern Financial Group is seeking a ServiceNow CMDB Analyst II to join their Service Management Office IT Asset Management team. The role focuses on supporting the Configuration Management Database (CMDB) within the ServiceNow platform, ensuring its alignment with business and IT goals while managing various processes and partnerships across teams.

Financial ServicesHealth InsuranceInsurance

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

Performs other duties as assigned

Complies with all policies and standards

Qualification

ServiceNow ITSMServiceNow CMDBITIL process knowledgeSoftware Development Life CycleServiceNow configurationMicrosoft Office proficiencyCommunication skillsAttention to detailCross-functional teamworkProblem-solving skillsSelf-motivation

Required

Bachelor's Degree In information systems, computer science or commensurate selection criteria experience

Demonstrated advanced experience in ServiceNow IT Service Management (ITSM) Processes and Procedures

Proven experience in Software Development Life Cycle (SDLC) and knowledge of agile development and testing best practices from a Process Owner perspective

Proven experience coordinating multiple assignments simultaneously, and completing tasks accurately and on a timely basis with minimal supervision

Demonstrated experience working independently with minimal supervision. Experience must include identifying and resolving problems, where decision-making and initiative are demonstrated

Cite examples of self-motivation and experience working under limited supervision

Proven knowledge of ITIL process and framework and ability to identify project risks and gaps, developing creative and workable solutions to complex problems

Demonstrated excellent verbal and written communication skills and ability to convey information to stakeholders in a clear, accurate, focused and concise manner. Demonstrated ability to document procedures and activities in a manner that is understandable to others and prepared using a prescribed format, including elements of grammar, punctuation, diction and spelling proficiency that is appropriate to the intended audience

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 strong attention to detail with good organizational skills. Ability to continuously define problems, collect or interpret data, establish facts and draw valid conclusions

Demonstrated ability to work in a cross-functional team environment (business and information technology)