IT Configuration Management (CMDB) Operational Assistant Manager - Service Assurance DT-US
Work Location: Hyderabad
Shift Timings: 2:00 PM to 11:00 PM
Role Summary
The Deloitte Technology US is seeking a ServiceNow ITOM & CMDB Administrator to join a cross-functional agile team responsible for managing and maintaining IT Operations Management (ITOM) solutions, including CMDB, discovery, service mapping, and integrations. The ideal candidate will ensure the accuracy and reliability of configuration data, support IT service management processes, and collaborate with various IT teams to enhance operational efficiency and data integrity. This role requires strong technical skills and a proactive approach to delivering robust ServiceNow solutions, with a focus on optimizing ITOM functionalities to improve configuration management, operational efficiency, and IT service reliability.
High Level Key Responsibilities:
In this role, you will:
• Maintain and enhance the Configuration Management Database (CMDB), ensuring alignment with the Common Service Data Model (CSDM).
• Ensure and uphold CI data integrity, compliance, and governance standards.
• Support CMDB Audits: Develop, document, and execute reports to identify and address any discrepancies or issues.
• Implement advanced CMDB features for service mapping for application and infrastructure components.
• Implement and manage ServiceNow Discovery to identify and maintain Configuration Items (CIs).
• Configure and optimize ServiceNow Service mapping.
• Diagnose and resolve complex discovery and Service mapping issues.
• Identify opportunities to increase efficiency and automate processes within the CMDB.
• Support and optimize integrations with external systems using REST, SOAP, and APIs for tools like AD, MID Servers, and cloud environments.
• Configure MID Servers and integrate them with diverse network devices, servers, and applications for automated asset discovery.
• Develop custom discovery patterns, workflows, and solutions tailored to specific business needs.
• Work within a Scrum-based Agile framework to deliver scalable, functional solutions.
• Collaborate with stakeholders to translate requirements and mock-ups into ServiceNow features.
• Documentation: Create and maintain detailed documentation of CMDB processes, configurations, and procedures.
Qualifications and Skills:
• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
• Proven 6+ Years of experience in implementing and managing ServiceNow Discovery and ServiceNow Agent Client Collector (ACC)
• Strong understanding of the CMDB lifecycle, including discovery, service mapping, and CI data integrity.
• Experience with cloud-native infrastructure and cloud discovery tools.
• Strong knowledge of the Common Service Data Hands-on experience integrating ServiceNow CMDB with third-party tools.
• Reporting: Build comprehensive CMDB reports using CMDB Query Builder to support analysis and decision-making.
• Ability to identify and implement process improvements.
Good To Have:
• Hands-on experience with Agent Client Collector, REST, SOAP, and API integrations for systems like AD, SCCM.
• Hands-on experience in Business Rules, Script Include, ACLs, and all server-side scripting in best practice.
Certifications:
• ITIL4 Foundation is a must.
• ServiceNow Certified Systems Administrator
• ServiceNow Implementation Specialist & CAD is a great bonus.
Soft Skills:
• Effective communication and listening skills.
• Analytical/ Decision Making Responsibilities.
• Keen sense of ownership, urgency, and drive.
• Analytical ability to manage multiple projects and prioritize tasks into manageable work products.
• Can operate independently or with minimum supervision.
• Ability to deliver technical demonstrations.
• High level of initiative and self-motivation.
• Mentoring Junior Team members.