ServiceNow Analyst

As a Service Management Analyst, you will be part of the Service Management Department, where your primary responsibilities will be working with ServiceNow's Configuration Management (CMDB), Discovery, Digital Portfolio Manager (DPM) and IT Asset Management (ITAM/HAM Pro/SAM Pro) modules enhancing maturity and driving improvement initiatives.

Responsibilities

Support and enhance Discovery schedules

Support and enhance Service Mapping

Support and enhance Hardware and Software Asset Management

Support and enhance ServiceNow Knowledge Management practices

Provide CMDB guidance during the weekly CMDB Office hours for Audits, Lifecycle tasks and general CMDB questions

Work and complete ITSM related ServiceNow stories

UAT all CMDB stories from monthly sprint and projects

Assist with report development and integration development

Assist with ad-hoc tasks related to the ITOM, ITAM, ITSM initiatives

Planned initiatives:

Streamline CMDB Maintenance activities

Re-evaluate CSDM framework and mature accordingly

Implement additional ITAM Publisher Packs and vendor integrations

Implement reconciliation of Discovered CIs for CMDB accuracy and SAFE Controls

CMDB User self-service, reporting enhancement with ServiceNow and PowerBI

Build training sessions and documentation for CMDB and ITAM

Skills

Must have

A minimum of 5 years of experience with ServiceNow Configuration Management is required

Yokohama instance or later

ServiceNow System Administration Certification and ServiceNow CMDB Certification

Service Mapping, Discovery, CMDB, Service Graph / Integration (ie. InTune, Tanium, SAM/HAM providers)

Strong process and analytical skills are essential, including critical thinking, data analysis, research, and problem-solving abilities

Proficiency in data analysis and reporting is required, with familiarity in ServiceNow reporting and dashboards. Knowledge of Power BI is a plus

Excellent verbal and written communication skills are necessary to effectively engage with business users and IT, and to present solutions at all levels of the organization

Must be highly organized and possess strong skills in planning, time management, scheduling, documentation, and meeting deadlines

An innovative mindset is essential for developing solutions through effective use of available technologies

Attention to detail and a self-starting, inquisitive nature is highly valued

The ability to be flexible and adaptable while working under strict deadlines with minimal supervision is crucial

Nice to have

Agile Methodologies

Other

Languages

English: C1 Advanced

Seniority

Senior