As an ITOM and CMDB Specialist, you will be responsible for working closely with our ServiceNow implementation partner to ensure the successful design, development, and deployment of IT Operations Management (ITOM) modules and the Configuration Management Database (CMDB) on the ServiceNow platform. You will collaborate with internal stakeholders and external consultants to gather requirements, define objectives, and oversee the implementation of ITOM and CMDB processes that align with our organizational goals and industry best practices.

Key Responsibilities:

● Act as the primary point of contact between Ascension Technologies 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.

Qualifications:

● 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.
● Experience working in a client-facing role, ideally in collaboration with a third-party implementation partner.
● ServiceNow ITOM certifications (such as Discovery, Service Mapping) are required. Additional certifications like Certified Implementation Specialist (CIS) or ITIL are highly preferred.
● Proven experience in designing and implementing ITOM processes, including Discovery, Service Mapping, Event Management, Orchestration, and Cloud Management on the ServiceNow platform.
● Strong understanding of CMDB best practices and experience in applying them within an enterprise environment.
● Excellent communication and interpersonal skills, with the ability to manage relationships with both technical and non-technical stakeholders.
● Ability to work independently and collaboratively, managing multiple priorities in a fast-paced environment.

Additional Information:

Primary Goals for ServiceNow Sr. ITOM/CMDB Specialist
● Re-platform ServiceNow to improve compliance and functionality. 7+ years of experience in IT Service Management, with a strong focus on ServiceNow platform implementation and administration.
● 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.
● Importance of communication with process owners and understanding ITOM and ITIL architecture.

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this onsite role is $58.00-$68.00/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.