Key Responsibilities:

CMDB Management:

• Oversee the design, configuration, and maintenance of the CMDB.
• Develop and implement processes to ensure accurate and up-to-date configuration data for all IT assets and services.
• Collaborate with cross-functional teams to identify and define configuration items (CIs), attributes, and relationships.
• Perform regular audits to ensure data integrity and compliance with industry standards and policies.
• Provide guidance on CMDB governance, data models, and best practices.
• Continuously assess and improve CMDB processes, ensuring effective data management across all systems.

ServiceNow Administration:

• Administer and configure the ServiceNow platform, ensuring it meets the needs of ITSM operations.
• Customize ServiceNow modules (Incident, Change, Problem, Request, etc.) to align with business requirements and service management practices.
• Monitor, troubleshoot, and resolve issues with the ServiceNow platform.
• Ensure ServiceNow modules and applications are running efficiently and optimally.
• Maintain and develop ServiceNow scripts (Business Rules, UI Actions, etc.) to support automation and integrations.
• Collaborate with other IT teams to identify areas of improvement and implement system enhancements.

Collaboration and Reporting:

• Collaborate with other IT and business teams to ensure alignment between ITSM processes and CMDB data.
• Prepare and deliver reports on CMDB health, data quality, and ServiceNow performance metrics.
• Provide training to end-users and IT staff on best practices and ServiceNow functionalities.
• Support the creation and maintenance of system documentation for ServiceNow processes and configurations.

Security & Compliance:

• Ensure CMDB data and ServiceNow configurations comply with security policies and industry regulations.
• Support periodic reviews and audits of CMDB data, configurations, and system access controls.