Job Summary: We are seeking an experienced Technical Architect/Lead for our ServiceNow IT Service Management (ITSM) team. This role is responsible for the strategic oversight, design, configuration, maintenance, and administration of the Configuration Management Database (CMDB) within the ServiceNow platform. The ideal candidate will have over 10 years of experience in IT service management, with a strong focus on people management, leadership capabilities, and technical architecture.
Key Responsibilities:
1. Architect and Design: Lead the architectural design and implementation of the ServiceNow CMDB framework to ensure optimal performance, scalability, and alignment with industry best practices and organizational goals.
2. Team Leadership: Lead and mentor a team of ServiceNow developers and analysts, fostering a collaborative, high-performance culture while enhancing team skills and knowledge in ServiceNow and ITSM processes.
3. Stakeholder Engagement: Manage stakeholder relationships, facilitating communication between technical teams and business units to ensure project success and that business needs are effectively translated into technical specifications.
4. Solution Implementation: Oversee the design and implementation of ServiceNow solutions, ensuring alignment with industry best practices and organizational goals.
5. Discovery Management: Configure and maintain ServiceNow Discovery Agentless and ACC, ensuring automated discovery processes are optimized and effective.
6. Audit and Reconciliation: Conduct regular audits and reconciliation activities to identify and resolve discrepancies or data integrity issues within the CMDB.
7. Policy Development: Develop, enforce, and continuously improve CMDB policies, standards, and procedures to ensure data accuracy and consistency.
8. CMDB Health Management: Monitor and manage CMDB health, identifying and resolving data quality issues and ensuring compliance with established guidelines.
9. Integration Leadership: Lead efforts to integrate the CMDB with Incident, Problem, Change, and Asset Management processes, ensuring seamless operations across IT service management functions.
10. Training and Support: Develop and execute training programs to enhance team skills and knowledge while providing mentorship and support to CMDB analysts and end-users on CMDB-related processes and best practices.
11. Documentation Oversight: Assist in the creation and maintenance of comprehensive CMDB-related documentation, including configuration item (CI) models, relationships, and data dictionaries.
12. Continuous Improvement: Stay up-to-date with industry trends, emerging technologies, and best practices related to CMDB management and ServiceNow platform capabilities; drive continuous improvement initiatives.
13. Conflict Resolution: Facilitate conflict resolution and provide support to team members in achieving their professional development goals.
14. Compliance Management: Ensure compliance with company policies and industry regulations in all aspects of project management and solution delivery.
Qualifications:
1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. 10+ years of experience in IT service management, with at least 5 years in a leadership or people management role, particularly focused on ServiceNow.
3. Strong knowledge of the ServiceNow platform and its capabilities, particularly in ITSM modules, including CMDB.
4. Proven ability to lead and motivate teams, with excellent interpersonal and communication skills.
5. Experience in managing complex projects and navigating organizational dynamics.
6. Excellent analytical and problem-solving skills related to maintaining CMDB data integrity and performance.
7. Strong organizational skills and the ability to manage multiple priorities effectively.
8. ITIL Foundation v3 or v4 certification is preferred; advanced ITIL certifications are a plus.
9. Experience with ServiceNow upgrades and enhancements, as well as familiarity with scripting and automation within the platform, is preferred.
Why Join Us? At JCI, we are committed to creating a diverse and inclusive workforce. We offer competitive salaries, comprehensive benefits, and opportunities for professional development. Join us in making a difference in the world through innovative technology and exceptional service.