Full-Time

Lead IT Service Management Specialist

Servicenow

Posted on 1/9/2025

Discover

Discover

Compensation Overview

$77.5k - $131.5kAnnually

+ Incentives

Mid, Senior

No H1B Sponsorship

Houston, TX, USA + 2 more

More locations: Wheeling, IL, USA | New Albany, OH, USA

Remote work is an option, but specific locations are prioritized.

Category
IT Project Management
IT Support
IT & Security
Required Skills
ServiceNow
Requirements
  • Associate’s degree in computer science or related
  • 4+ years of experience in IT Services or related
  • In lieu of a degree, 6+ years of experience in IT Services or related
  • Bachelor’s degree in computer science or related (preferred)
  • 6+ years of experience in IT Services or related (preferred)
  • ITIL Certification (preferred)
Responsibilities
  • Develops road map, governance criteria, and overall goals of the Configuration Management program and engages with strategic projects to ensure required CMDB functionality and deliverables can be made to platform and product owners.
  • Facilitates communication and engages business and IT management to encourage configuration management efforts and derive value from the CMDB.
  • Maintain accurate CMDB model libraries for all configuration items overall and has the responsibility for ensuring data integrity within the CMDB.
  • Ensures that all IT hardware and software components are accounted for and managed within the CMDB.
  • Responsible for health of ServiceNow Discovery, ServiceNow integrations and that ServiceNow Discovery processes have the appropriate coverage for the organization.
  • Manages credential, Discovery schedules, underpinning infrastructure, errors, and collaboration with CI and asset owners.
  • Owns and manages the Service Mapping within ServiceNow for overall discovery of Discover IT Business Services.
  • Establishes patterns for infrastructure components and develops custom scripts for pattern development.
  • Performing audits of hardware, configuration items, as needed to maintain accuracy within the CMDB.
  • Monitor and manage exceptions to CMDB policies.
  • Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the Configuration Management program.
  • Works in partnership with all Business Technology teams to support high system availability through the change management process.
  • Ability to think like the consumers of the service and to negotiate terms of service.
  • Provides technical leadership to peers and consumers.
  • Responsible for using principles to understand customer situations and create solutions.
  • Identifies and participates in service improvement initiatives.
  • Drafts and publishes knowledge articles about and relating IT Service Management.
  • Manages or operates in their defined service.
  • Responsible for reporting on the established KRI/KPI for the service.

Company Stage

N/A

Total Funding

N/A

Headquarters

N/A

Founded

N/A