Technical / Functional Skills

• This position is responsible for implementing ITSM requirements for a new ServiceNow implementation.
• Support the design, development, testing and implementation of automated processes and workflows for ITSM applications
• Configuration Management (CMDB and CSDM), Asset Management, Incident Management, Problem Management, Change Management, Release Management, Service Level Management, Request Management, Continual Improvement Management, Knowledge Management, Asset Management, and Performance Analytics
• Automate processes and workflows for gathering, populating, and maintaining CMDB data
• Configure integrations with other data sources
• Identify, configure, troubleshoot, test, and resolve issues
• Support of Service Mapping and CSDM efforts
• Configure ITSM dashboards
• Create requested client reports

 

Required Skills

• Bachelor’s degree or equivalent (4-years) in Computer Science, Engineering, or related field.
• Keen understanding of ITIL framework and industry best practices with ITIL v3 or v4
• Experience in Agile SCRUM methodology
• 4+ years of development experience on ServiceNow platform with expertise on ITSM ,
• 4+ years of practical experience and shown success with the design and build of CMDB, CSDM, and ServiceNow Service Mapping.
• ServiceNow CMDB expert (certifications preferred)
• ServiceNow SAM and HAM exp,serviceNow catalog dev exp
• ServiceNow Administrator / Developer experience (certifications preferred)
• Integration experience between ServiceNow and external tools/systems or experience with Integration Hub a plus
• Strong experience with ServiceNow out of box functionalities
• Knowledge of protocols such as HTTP, TCP, SNMP, SOAP, and REST
• System administration experience using SHELL/BASH and/or Power Shell
• Familiarity with XML and JSON/script language concepts
• Knowledge of tools such as HCL BigFix, SCCM, JAMF, SPLUNK, SolarWinds
• Write automation scripts using common automation tools
• Teamwork and collaboration
• Resourceful, takes the initiative to accomplish goals and objectives
• Excellent oral and written communications
• Organized and analytical, adept at working in a team environment
• Ability to handle multiple priorities
• Adaptability / ability to manage change
• Problem solving / analytical thinking with a results-oriented focus
• Strong understanding of application architectures
• Experience mapping cloud resources to application
• Comprehensive understanding and background in ServiceNow Discovery, including Cloud Discovery, a plus
• Comprehensive understanding of Event Management monitoring tools for servers and network, a plus