Process Manager, ITSM

Job Description - Process Manager, ITSMConfiguration Management 4 Month Contract to Hire Santa Ana, CAJOB SUMMARY Our organization is on an exciting journey as we move from the classic data center to the cloud! We are looking for an experienced and highly self-motivated Configuration Manager with the ability and authority to ensure daily end-to-end delivery of our Configuration Management services. You must have strong analytical skills with the ability to think outside of the box to troubleshoot and guide others on a wide variety of complex problems and identify solutions within your functional expertise. You will heavily collaborate with process owners across the organization such as but not limited to Incident, Problem, Change, and Vulnerability Management. You are a good listener and can communicate technical subjects to both technical and nontechnical audiences, flexing your style as needed while encouraging knowledge sharing in and across teams. Excellent verbal, written communication and presentation skills are innate to you! CORE RESPONSIBILITIES Service Asset & Configuration Management

• Maintain accuracy of the Enterprise Configuration Management Database (CMDB), assist in improving quality of data in the CMDB and assist in the cleanup/update of Configuration Item (CI) attributes in the CMDB.
• Manage and define Configuration Management exception criteria, as well as tracking, reporting and workflows
• Manage / Lead / Support Configuration Item review attestations and audit s to ensure accuracy and completeness of configuration items maintained within the CMDB (both discoverable and undiscoverable)
• Drive process standardization and automation throughout all areas in collaboration with appropriate process owners
• Helps adapt the CMDB for specific use cases as needed e.g. patching and vulnerability management
• Develop, revise, and maintain policy, process, and procedure guides, KB articles, training videos and communications regarding new features and functionality
• Champions and enforces data integrity across the CMDB
• Conduct data quality analysis, provide recommendations to address data quality issues, and manage the implementation of approved recommendations
• Configure and build reports, dashboards, CMDB Health view and Data Certification to manage data compliance and maintain the health of CMDB.
• Document business requirements, workflows, use cases, functional requirements, test plans, test cases, and data mappings for new enhancement or modifications to CMDB functionality
• Communicate with internal program leadership to escalate risks and issues regarding matters of significant importance to the organization/project
• Responsible for conducting formal and informal awareness campaigns and learning programs with business and technical end users on applicable system capabilities, features, and platform procedures
• Strong collaboration with stakeholders including internal customers (aka process owners) and vendors to understand challenges and gain consensus on improved system and operational solutions

• Provide support in the operation and maintenance of the ServiceNow Discovery application (eg discovery schedules and other discovery related operational activities)
• Continuously monitor discovery reports/logs, help with the identification of errors and work with subject matter experts (SMEs) to troubleshoot and resolve issues.
• Develop reports and dashboard s for Discovery to highlight issues and progress.
• Ability to quickly and efficiently analyze and troubleshoot discovery alerts and errors

• Minimum 3 years hands-on experience with ServiceNow CMDB with focus on Discovery, relationship mapping, etc or demonstrated relevant experience with enterprise configuration management
• Understanding of cloud computing fundamentals across multiple cloud providers (AWS, Azure, Google, Oracle)
• Experience with automation of cloud resource provisioning via command-line tools, scripting, or APIS
• Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization and server concepts
• Knowledge of network concepts (routers, switches, firewalls, load balancing, mid servers, etc)
• Proficient and knowledgeable of ServiceNow's Discovery platform capabilities to interface with complimentary tools

• ServiceNow Discovery certification
• Demonstrated experience in managing the CI lifecycle with the ability to perform data analysis in keeping track of discovered Cis and their relationships
• Hands-on experience with building moderate to complex reports and dashboards utilizing CMDB data using tools similar to ServiceNow Report and Performance Analytics, Power BI, etc
• Knowledgeable of industry best practices and trends for CMDB and configuration management
• Experience with ServiceNow CSDM, APM, SPM, HAM, and Asset Management a plus
• Understanding of cloud billing concepts