Req ID: 297660

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a IT Service Management (ServiceNow ITOM and CMDB) - Remote to join our team in St. Louis, Missouri (US-MO), United States (US).

Day-to-day responsibilities:

• Act as the primary point of contact between our client and the ServiceNow implementation partner, ensuring effective communication and collaboration throughout the ITOM and CMDB implementation project.
• Collaborate with internal stakeholders to gather and document business requirements for ITOM and CMDB, ensuring alignment with organizational objectives and best practices.
• Work with the implementation partner to design, develop, and implement ITOM processes, including Discovery, Event Management, Orchestration, Cloud Management and Service Mapping.
• Oversee the configuration and customization of the CMDB to ensure accurate and comprehensive asset and configuration data is maintained.
• Review and validate ServiceNow ITOM and CMDB configurations, customizations, and integrations developed by the implementation partner to ensure they meet business needs and technical standards.
• Manage the platform's data integrity by establishing and maintaining CMDB data governance policies and procedures.
• Facilitate platform testing, user acceptance testing (UAT), and go-live activities for ITOM and CMDB modules, ensuring a smooth transition to the new ServiceNow environment.
• Provide input on platform upgrades, patching, and maintenance activities related to ITOM and CMDB, ensuring minimal disruption to business operations.
• Develop and implement performance metrics, KPIs, and reporting tools to monitor the effectiveness of ITOM and CMDB processes and identify areas for improvement.
• Conduct training sessions and workshops for end-users and IT staff to ensure effective adoption of ITOM and CMDB functionalities within ServiceNow.
• Ensure compliance with ITOM and CMDB policies, standards, and regulatory requirements throughout the implementation process.
• Stay up-to-date with the latest ServiceNow ITOM and CMDB features, updates, and industry trends to provide informed recommendations for continuous improvement.

• Bachelor's degree in Computer Science, Information Technology, or a related field. Equivalent work experience will also be considered.
• 7+ years of experience in IT Operations Management (ITOM) and Configuration Management Database (CMDB) with a strong focus on the ServiceNow platform.
  • Proficiency with these ITSM modules: Incident, Problem, Change Management, and Service Request Management is required. Certifications in each are requested but not required.
  • Focus on IT operations management (incident, problem, change management) and strategic portfolio management. Proven experience in designing and implementing ITSOM processes, workflows, and automation on the ServiceNow platform.
• SNow ITOM certifications (such as Discovery, Service Mapping) are required. Additional certifications like Certified Implementation Specialist (CIS) or ITIL are highly preferred.
• 5 years' experience in designing and implementing ITOM processes, including Discovery, Service Mapping, Event Management, Orchestration, and Cloud Management on the ServiceNow platform.