IT Service Management Analyst / Admin

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