Configuration Manager & ServiceNow CMDB/Discovery Architect

Title: Configuration Manager & ServiceNow CMDB/Discovery Architect

Location: Hybrid - 3 days onsite a week @ Evanston, IL

Duration: 12 months

Must have: ITIL certification, Multi-Cloud Integration Azure and Oracle, ServiceNow CMDB Design & Implementation, ITIL & Configuration Management Governance, Discovery Architecture, Asset Discovery & Cross-Functional IT Operations & strong Agile Collaboration, Technical Documentation & IT Training Delivery, Experience designing CI classes & CI relationships and service models.

General Overview

The Configuration Manager role is a 1-year contract position. This team member will be highly technical and hands-on. They will report to the Technology Operations Manager and will work across a variety of teams at Client to gather and document requirements, propose and review asset discovery tools, and ultimately stand up and operationalize Client’s CMDB.

You Will Have

·        An ITIL certification.

·        7+ years of experience in Configuration Management.

·        Extensive experience with ServiceNow.

·        Proven experience implementing a CMDB in a complex enterprise environment.

·        Experience maintaining a CMDB.

·        A strong understanding of IT Operations Management.

·        Solid knowledge of Cloud hosting environments including Azure and Oracle.

·        High level knowledge of Agile.

·        Experience with Atlassian products Jira and Confluence

·        Experience with Asset Discovery Tools.

·        Experience integrating Asset Discovery Tools across a variety of hosting environments.

·        Experience designing CI classes, CI relationships and service models.

·        Experience building governance frameworks, operational procedures, and training documentation.

You Will Posses

·        Excellent written and oral communication skills

·        Excellent collaboration skills

·        Exceptional customer service

·        Strong documentation skills

·        Strong analytical and problem-solving skills

·        The ability to conduct research into various products and share comparisons in a concise manner

·        The ability to present ideas in a business-friendly way

·        The motivation to work independently

·        The desire to learn new technologies as needed

·        Effective prioritization skills with the ability to execute tasks in a high-pressure environment.

·        A deep understanding of the tools, processes, and technologies outlined below.

You Are Open To

·        New processes and tools.

·        Working with nontechnical team members outside of IT.

·        Being on-site at the Client office in Evanston, IL two times per week.

·        Adjusting hours on occasion to support team members based outside of the US.

·        On-going learning and training to implement and support new tools, technologies, and projects

You Will Be Responsible For

1.Discovery:

·        Work with the Service Management, Endpoint, Architecture, Infrastructure and Technology Operations teams to document requirements for an Asset Discovery tool.

·        Based on requirements, identify and compare various Asset Discovery Tools.

·        Based on requirements, complexity and cost, recommend an Asset Discovery Tool.

2. Implement Asset Discovery Tool:

·        Once an Asset Discovery Tool is approved, develop a comprehensive project plan for implementing it.

·        Upon purchase, work across all required teams to complete the necessary integrations to feed assets into ServiceNow. This includes endpoints, servers, serverless infrastructure (such as Azure containers), SaaS and PaaS assets, etc.

·        Ensure that proper change management processes and security best practices are followed for the implementation.

3.  CMDB setup

·        Conduct analysis to determine how to configure the CMDB to meet Client’s needs.

·        Create a comprehensive project plan for standing up the ServiceNow CMDB.

·        Work with the ServiceNow admins to configure the ServiceNow CMDB.

·        Assure that incidents, requests and changes are linked to corresponding configuration items.

4.Documentation and Training:

·        Create and maintain comprehensive technical documentation for all aspects of the Asset Discovery Tool and the CMDB implementation.

·        Securely store all service account credentials within the PMP system.

·        Create training materials for various teams based on role (for example Endpoint will differ from Infrastructure)

·        Conduct training for extended IT teams that are not actively involved in the implementation.

5.Operationalization

·        Establish roadmap for lifecycle maintenance and a process for keeping it current. It should cover a full year and be updated quarterly.

·        Recommend automated workflows and operational best practices that will ensure the proper upkeep of the CMDB.

What Success Looks Like

Within 1 years’ time, this individual will:

• Enable accurate asset visibility across all Client hosting environments and networks.
• Plan and implement the organization's CMDB.
• Develop training materials and conduct training sessions for various IT teams.
• Create governance standards and operating procedures to ensure a sustainable configuration management framework that Client teams can maintain long term.