Principal IT Service Management Specialist (ServiceNow)

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You’ll Do

The Principal IT Service Management Specialist (CMDB Librarian) provides process recommendations, technical governance, operational strategy and sets the standards for the Company’s Configuration Management Database (CMDB).  Proficient in ServiceNow CMDB, Discovery, the Common Service Data Model (CSDM) and Service Mapping, the CMDB Librarian leads work efforts for the Configuration Management team and ensures that CMDB processes and functionality adhere to best practices for configuration management.

How You’ll Do It

• Develops road map, governance criteria, and overall goals of the Configuration Management program and engages with strategic projects to ensure required CMDB functionality and deliverables can be made to platform and product owners. Facilitates communication and engages business and IT management to encourage configuration management efforts and derive value from the CMDB.
• Maintain accurate CMDB model libraries for all configuration items overall and has the responsibility for ensuring data integrity within the CMDB. Ensures that all IT hardware and software components are accounted for and managed within the CMDB.
• Responsible for health of ServiceNow Discovery within ServiceNow for overall discovery of Discover IT Business Services. Establishes patterns for infrastructure components and develops custom scripts for pattern development.
• Performing audits of hardware, configuration items, as needed to maintain accuracy within the CMDB. Monitor and manage exceptions to CMDB policies.
• Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the Configuration Management program.
• Responsible for assisting ServiceNow integrations and that ServiceNow Discovery processes have the appropriate coverage for the organization. Manages credential, Discovery schedules, underpinning infrastructure, errors, and collaboration with CI and asset owners.
• Owns and manages the Service Mapping with the direction and plan for the service in the future. Proactively seeks to improve the service. 
• Manages or operates in all functions defined in the service. 
• Establishes KRI/KPI and other reporting related to the service. 
• Responsible for the entire situation and choose the path that leads to the desired outcome for any situation affecting the service or its consumers.
• Responsible for assisting with the direction and plan for the service in the future. Proactively seeks to improve the service.

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Associates Degree in Computer Science or related
• 6+ years of experience in IT Services or related
• In lieu of a degree, 8+ years of experience in IT Services or related 

Physical and Cognitive Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
• Ability to communicate verbally.; Ability to communicate in written form.

Preferred Qualifications

Bonus Points If You Have:

• Bachelor’s Degree in Computer Science or related
• 8+ years of experience in IT Services or related
• ITIL Certification 

Discover will not sponsor or transfer employment work visas for this position.  Applicants must be currently authorized to work in the United States on a full-time basis.

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