Associate Director, CMDB & Discovery

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Position Overview: 

We are seeking an experienced ServiceNow CMDB& Discovery lead to join our team. The lead will be responsible for partnering with stakeholders to deliver all aspects of Configuration Management Database (CMDB) including Discovery, Service Mapping and Common Service Data Model (CSDM) implementation and adoption. The individual will also be accountable for delivering relevant integrations for CMDB. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, Configuration Management process and its interdependency with Digital & IT processes.

If you want an exciting and rewarding career that is meaningful, consider joining our diverse team! 

Key Responsibilities:

• Develop and maintain a roadmap for Service Configuration Management process and ServiceNow capabilities that aligns with the organization's overall IT strategy and business objectives.

• End-to-end accountability for delivering enhancements including development, testing, coordination, training, and OCM while partnering with relevant stakeholders.

• Partner with stakeholders to deliver ServiceNow outcomes for Configuration Management process.

• Lead the design, development, and implementation of ServiceNow Discovery, Service Mapping and all CMDB specific solutions that meet business needs and drive operational efficiencies.

• Collaborate with cross-functional teams to ensure that BMS CMDB is integrated with other IT systems and processes.

• Oversee the Discovery process, ensuring comprehensive coverage of all relevant IT assets and services

• Develop and maintain CMDB metrics and KPIs to measure the effectiveness of CMDB and identify areas for improvement.

• Incorporate user feedback and user centric design principles to enhance the overall user experience.

• Stay up to date on CMDB trends and best practices to ensure that the organization is leveraging the latest innovations and technologies.

• Provide well-defined user stories, acceptance criteria, and functional specifications to the development team.

• Review and approve testing strategies to ensure the quality, accuracy, and security of developed features.

• Conduct user acceptance testing to validate that the delivered features meet requirements.

• Collaborate with process owners who depend on CMDB to identify and prioritize updates to the CMDB as well as for training to drive successful product launches and user adoption.

• Ensure Data integrity and compliance standards are maintained by partnering with stakeholders in Quality Assurance & IT Validation Services.

• Develop training materials and support end-users in effectively utilizing the solutions.

• Lead configuration managers and discovery team to increase data accuracy of the CMDB and drive adoption of configuration management practice.

Qualifications: 

• Requires deep expertise in own functions, typically gained through a university degree and 8-10 years of experience.

• Strong understanding of Service Configuration Management process and ServiceNow platform capabilities.

• Demonstrated commitment to customer experience and success – ability to simplify experiences and deliver out