Associate Principal, Service Management

What You'll Do:

This position is responsible for managing the population of the ServiceNow Configuration Management Database (CMDB) utilizing the ServiceNow CSDM model and Service Mapping of internal and external products.  As a member of the Service Management team, this person is primarily responsible for designing, configuring, implementing and maintaining the CMDB population and reconciliation processes, but will also provide support for other ITSM processes.  This position will also work with leadership to provide the skills, knowledge and experience from a technology perspective to formulate solutions that will not only address project requirements but also ensure the solution compliments or fits with existing and future services.

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Comprehension and experience with application and implementation of the following; ServiceNow CSDM model, ServiceNow Discovery, ServiceNow Service Mapping of internal and external products, Service Portfolio Management, and Application Portfolio Management

• Understanding capabilities, business applications, services, products, software packages, and their functionality in the ITIL model

• Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective CMDB that adheres to governance standards

• Broad general knowledge of IT infrastructure topology including typical product, application, server, and networking configurations

• Provides governance to ensure the integrity of the Configuration Management Database

• Designs enhancements/improvements for the maturity of the CMDB and Configuration Management process and translates them into business requirements for the ServiceNow development team

• Define configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectives

• Support integrations with data sources other than ServiceNow Discovery

• Monitor CMDB health and resolve conflicts between data sources. 

• Directs, prioritizes and schedules periodic audits; ensures that any corrective action is carried out.

• Produces management information, including KPIs and status reports, with an operational and a management focus

• Maintain awareness of the organizations strategy and the various current under-pinning policies that support the strategy going forward

Supervisory Responsibilities

• None

Qualifications:

The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• 5+ years relevant experience with Configuration Management / CMDB / Automated Discovery as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools e.g. ServiceNow

• Ability to discover and manage cloud inventory

• Ability to work across functional areas to drive continuous improvement

• Thorough understanding of ITIL processes with deep knowledge of the various ITSM Stages, including but not limited to: Configuration Management, , IT Asset Management, Change Management, Incident and Problem Management, and Event Management

• Experience creating and maintaining metrics, reports, and dashboards

• Be customer focused and goal oriented with keen attention to detail

Technical Skills:

• ServiceNow experience is preferred

• Advanced knowledge of CMDB / CMS data models

• ITIL, COBIT5 as related to service management and configuration management

• General knowledge and familiarity with networking, mainframes, servers, scripting, databases

• Strong verbal and written communication skills, problem solving skills

• Strong Excel and PowerPoint skills required

Education and/or Experience:

• BS/BA in a related field, such as Management Information Systems (MIS), Computer Science

• 5 - 7 years of ITSM experience or related workflow development practice and techniques experience

• 5 - 7 years in an Automated Discovery Analyst role preferred

Certificates or Licenses:

• ITIL Certified (Foundation+)

Who We Are

The Options Clearing Corporation (OCC) is the world's largest equity derivatives