Job Purpose
This role will be part of a team of information technology professionals responsible for designing and managing the system used to manage hardware and software assets, overseeing quality control over the CMDB, and developing process and architectural improvements. This position requires technical proficiency, the ability to translate technical and business needs into action, an eager attitude, professionalism, and solid communication skills.
Responsibilities
- Design and implement ITOM processes and systems in alignment with the organization's IT strategy and goals.
- Work closely with cross-functional teams to gather requirements and ensure successful delivery of ITOM solutions.
- Configure and customize the ServiceNow ITOM suite, including ServiceNow Discovery, Service Mapping, CMDB, and CSDM.
- Develop and maintain technical documentation for ITOM solutions implemented.
- Troubleshoot and resolve technical issues related to ITOM processes and systems.
- Collaborate with stakeholders to define metrics and key performance indicators (KPIs) for measuring the effectiveness of ITOM processes.
- Ensure compliance with IT policies, procedures, and standards.
- Stay updated with the latest ITOM trends and best practices and recommend enhancements to existing processes and systems.
Knowledge and Experience
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 3+ years of experience as an ITOM Engineer, with a focus on ServiceNow ITOM solutions for Cloud (AWS/Azure/GSC) and On-Premise.
- Strong knowledge and experience with ServiceNow Discovery, Service Mapping, CMDB, and CSDM.
- Excellent understanding of IT operations and governance, including incident, problem, and change management.
- Experience with ITIL practices and frameworks.
- Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously.
- Excellent communication skills, both verbal and written.
- Able to work collaboratively in a team environment and independently.
- ServiceNow certifications, such as Certified Implementation Specialist in ITOM, are preferred but not required.
Desirable Knowledge and Experience
- Basic programming or scripting skills
- ServiceNow Application Portfolio Management (APM) experience
