TheServiceNow Configuration Management System Administrator is a hands-on configuration and administration role requiring continuous collaboration with internal and external stakeholders related to configuration, testing, implementation and overall stakeholder satisfaction. The ServiceNow Configuration Management System Administrator will collaborate with IT Service Management (ITSM) and other IM support teams to build, maintain and improve the Discovery, CMDB, Service Mapping and Event Management processes.
Responsible for administering the CMDB within the organization, working closely with other process leads and ensure that Asset specific information can be gathered and disseminated using efficient and consistently followed processes.
Develops CMDB standards, CMDB plans and procedures. Implements the CMDB policy and standards and Provides guidance to all team members on how to perform CMDB processes
Proposes and manages interfaces between Asset, Configuration Management, Change Management, Problem Management, Network Management, Release Management, Infrastructure etc.
Assist with the development, implementation, and maintenance of all Configuration Management Database (CMDB) processes and activities
Execute activities to identify new CI's and new CI relationships using automated tools or well-defined processes, as well as stale CI's and relationships
Perform reconciliation of CMDB data, ensuring exceptions are noted between CMDB, discovery information, and other authoritative sources
Lead activities to correct any gaps or inefficiencies in CMDB data, including Configuration Items and their respective attributes
Establish audit practices and conduct audits to ensure data integrity and confirm accountable parties are in compliance with the usage of the CMDB processes
Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
Assist with the design of the CMDB data models including classes, naming conventions, relationships etc.
Produce weekly, monthly, and quarterly reports on CI data accuracy including stale, orphan, and duplicate CIs
Work closely with service owners to ensure the CI mappings are accurate and up to date
Create technical documentation related to CMDB discovery and service mapping processes
Works directly with the IT Asset and Configuration Manager to develop strategy and roadmap for CMDB implementation and upkeep
Work closely with IT Security and Engineering teams to work through any discovery blockers
Identify and maintain all assets and features associated with the Configuration Items (CIs).
Recommend process improvement to the Discovery and Configuration Management functions; proactively identify and suggest improvement opportunities.
Participate in Change Advisory Board (CAB) and Transition-to-Support meetings and processes to capture new or changing support processes that require CMS updates.
Assist with developing user training documentation and end user / quick reference guides.
Create and update knowledge base articles to improve support team effectiveness.
Bachelor's degree in Computer Science, Business or equivalent combination of education, training and experience.
2-4 years' experience designing, implementing and establishing a working CMDB as the trusted source for operational information required
2-4 years working with the ServiceNow platform as an Analyst or Administrator
Experience configuring, maintaining, and upgrading MID servers and MID server clusters.
Experience administering and troubleshooting the ServiceNow Discovery module
Experience maintaining the ServiceNow CMDB and Asset Management module
Experience with SNMP protocol, MIB files, OIDs
Comprehensive understanding of the relationships between asset and configuration management
Strong documentation skills and attention to detail
Effective prioritization skills and the ability to execute tasks in a high-pressure environment
Ability to work in a team-oriented, collaborative environment
C.Licenses, Registrations, or Certifications
Preferred -- ServiceNow System Administrator certification
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.