Job ID Number

R2496

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As a ServiceNow CMDB Analyst, you will be responsible for updating and managing CI classes.

Job Description

We are looking for a ServiceNow CMDB Analyst to update and manage CI classes. This position will be a full-time contract and is remote. Candidates must be based in the US.

What You’ll Do

• Responsible for the CIs defined within the scope of their area – Compute, Network or Application, Service or Product

• Assure automated data sources are populating discoverable attributes

• Creates and maintains CI queries, CMDB groups, and Dynamic CI groups using CMDB Query Builder

• Ensures the CMDB is updated upon successful change implementation

• Collects and retains risk assessment and impact analysis information and defines how their operational processes and secondary data sources feed into the CMDB

• Requests Data Manager policies to be configured to manage large amounts of duplicate, stale, or orphaned CIs from the CMDB admin

• Executes assigned tasks related to data certification and CMDB maintenance regarding data gaps

• Focus primarily on business process consultant duties, including working closely with customers to gather and document business requirements, manage development cycles, and deliver solutions based on business needs while always considering best practice

• Assist in the successful delivery of ServiceNow solution and services in a client environment

• Manage/facilitate client workshops to define processes with Sponsors, Stakeholders, and Subject Matter Experts

• Document functional and process requirements in user stories

• Communicate with all levels of stakeholders within the customer organization

• Work closely with Project Manager to deliver on time and within budget

• Capture scope and ensure that design is based on out-of-the-box functionality and customer requirements

• Rationalize complex information and clearly articulate user needs to make them understandable for both technical and non-technical teams

• Develop relevant documentation for Waterfall/Agile approaches such as specifications, gap analysis reports, process flow diagrams, and stories

• Ensure that stories are fully understood and that they include clear acceptance criteria that assist both non-technical and technical testing

• Assist teams to write detailed test cases and provide support during UAT to verify and document defects and enhancements

• Manage the backlog refinement reviews to prioritize enhancements and defects against existing stories to minimize scope creep

• Identify opportunities to provide additional value to our clients 

• Assist with preparing materials for and conducting fulfiller training at the end of a successful ServiceNow implementation project 

What You'll Need

Required:

• Bachelor’s Degree, preferably in Information Technology or 2+ years of equivalent work experience 

• ServiceNow Certified System Administrator 

• Organized and detailed professional with  a proven track record with a passion for delivering real business value to customers.

• Experience with recent ServiceNow versions 

• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)  

• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process, and/or technical problems  

• Strong interpersonal skills; customer-centric attitude; ability to deal with cultural diversity  

• Ability to drive requirements decision making 

• Experience with Agile Scrum methodology 

• Proven team player and team builder  

• Strong organizational and analytical skills 

• Skilled at managing difficult conversations  

• Proven ability to conduct training classes for client fulfillers to utilize ServiceNow capabilities implemented during a delivery project 

Preferred:

• ITIL V3 or V4 Foundations Certification

• QAT Testing skills are optional 

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.