Title:
IT Service Management Analyst
Location
: Deerfield Beach, FL
Duration
: Long-term
Contract
This position is a
combination of Analyst/Administrator. We are not looking for a user
of ServiceNow. looking for someone who knows the
behind-the-scenes workings of ServiceNow.
IT Service Management 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 stories from the monthly sprint and projects
-
Assist with report development and integration
development
-
Assist with ad-hoc tasks related to the ITOM,
ITAM, and ITSM initiatives
Planned initiatives:
-
Streamline CMDB Maintenance activities
-
Re-evaluate the 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
Job Requirements
-
A minimum of 5 years of experience with
ServiceNow configuration management required – Yokohama instance or later
-
ServiceNow System Administration Certification
-
ServiceNow CMDB - Service Mapping, Discovery,
CMDB, Service Graph / Integration (i.e., Intune, Tanium, SAM/HAM
providers) experience
-
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 engage with business users and IT effectively, 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 the effective use of available technologies
-
Attention to detail and a self-starting,
inquisitive nature are highly valued
-
The ability to be flexible and adaptable while
working under strict deadlines with minimal supervision is crucial