Senior Configuration Management Analyst (ServiceNow / Discovery) at OCC

| Chicago
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Summary

This position is responsible for managing the population of the ServiceNow Configuration Management Database (CMDB) utilizing automated discovery and other data import methods.  As a member of the Service Management team, this person is primarily responsible for designing, configuring, implementing and maintaining the automated CMDB population and reconciliation processes, but will also provide support for other ITSM processes.

 

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

  • Manages and improves ServiceNow Discovery and ServiceNow Services Mapping
  • Provides governance to ensure the integrity of the Configuration Management Database
  • Designs enhancements/improvements for the maturity of the CMDB and Configuration Management process and translates them into business requirements for the ServiceNow development team
  • Define configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectives
  • Develop and refine scripts (service mappings) to continually improve CMDB quality and usability
  • Build and support integrations with data sources other than ServiceNow Discovery
  • Setup and administration of MID servers
  • Add/update/remove Discovery credentials
  • Create/update/remove Discovery ranges and schedules
  • Monitor CMDB health and resolve conflicts between data sources.  Interpret Discovery logs and data to diagnose issues.
  • Enable tracking of cloud/virtual inventory
  • Define identification and reconciliation rules
    • Create/update/remove identification and reconciliation rules
  • Directs, prioritizes and schedules periodic audits; ensures that any corrective action is carried out.
  • Produces management information, including KPIs and status reports, with an operational and a management focus

                                      

 

Supervisory Responsibilities:

  • None

 

Qualifications:

The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

  • 5+ years relevant experience with Configuration Management / CMDB / Automated Discovery as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools e.g. ServiceNow
  • Ability to discover and manage cloud inventory
  • Ability to work across functional areas to drive continuous improvement
  • Thorough understanding of ITIL processes with deep knowledge of the various ITSM Stages, including but not limited to: Configuration Management, Software Asset Management, IT Asset Management
  • Experience creating and maintaining metrics, reports, and dashboards
  • Be customer focused and goal oriented with keen attention to detail

 

 

Technical Skills:

  • ServiceNow experience is preferred
  • Advanced knowledge of CMDB / CMS data models
  • ITIL, COBIT5 as related to service management and configuration management
  • General knowledge and familiarity with networking, mainframes, servers, scripting, databases
  • Strong verbal and written communication skills, problem solving skills
  • Strong Excel and PowerPoint skills required

 

Education and/or Experience:

  • BS/BA in a related field, such as Management Information Systems (MIS), Computer Science
  • 5 - 7 years of ITSM experience or related workflow development practice and techniques experience
  • 5 - 7 years in an Automated Discovery Analyst role preferred

Certificates or Licenses:

  • ITIL Certified (Foundation+)

 

 

 

 

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Step 2
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Step 3
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Technology we use

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Location

Adjacent to the Willis Tower, close to CTA, Metra and expressways with plenty of food and entertainment options nearby.

An Insider's view of OCC

What are some social events your company does?

Monthly happy hours, summer and winter outings and cultural celebrations to honor our diverse workforce.

Yemi

Director, Diversity and Inclusion

What are OCC Perks + Benefits

OCC Benefits Overview

Educational Assistance and Student Debt Forgiveness, 12-week paid parental leave, technology stipend up to $2,000, mobile data reimbursement of $35 per month. Open offices, online health coaching.

Culture
Volunteer in local community
Each year, OCC employees select a locally-based charitable organization for each of our three offices (Chicago, Dallas and Washington, D.C.). We offer multiple opportunities to get involved.
Friends outside of work
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
OCC provides employees with a 401(k) matching plan managed by Fidelity. We match 50% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
OCC provides employees with a flexible work schedule that includes Flexible start and end times.
Vacation & Time Off Benefits
Generous PTO
OCC employees receive between 22 and 32 days per year of paid time off based on years of service.
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Sabbatical
Eligible employees get 30 days of paid sabbatical after their first 10 years of working at the company.
Paid Holidays
Perks & Discounts
Commuter Benefits
OCC Offers pre-tax commuter benefits for employees in Chicago and Washington, D.C.
Happy Hours
Happy hours are hosted Once per month.
Relocation Assistance
OCC offers relocation assistance which varies based on the position level and location.
Professional Development Benefits
Job Training & Conferences
OCC offers employees professional development opportunities including onsite training courses and the ability to attend job related certification courses, conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $1000.
Lunch and learns
OCC hosts leadership lunches on a regular basis so you can learn about your colleagues and their unique backgrounds.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications
Employees are strongly encouraged to stay current in relevant technologies and supports certification programs.
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