ServiceNow SACM Configuration Management Analyst

ServiceNow SACM Configuration Management Analyst

The ServiceNow Configuration Management Analyst is part of the Service Asset and Configuration Management (SACM) Team. This individual will focus on the overall quality of the Configuration Management Database (CMDB) by ensuring Configuration Items (CIs) are accurate and complete by policing process adherence and data quality against documented standards.

The ServiceNow Configuration Management Analyst is responsible for ensuring governance of CI data against SACM policies and procedures. This includes promoting awareness and education of SACM policies and procedures throughout the organization and its Service Providers. The ServiceNow Configuration Management Analyst will ensure interfaces with internal and external applications are designed and implemented in line with the CMDB Data Model.

• Accountable for the daily operational health of SACM Configuration processes.
• Responsible for CMDB data analysis, research, troubleshooting, data enrichment and other CMDB governance tasks.
• Accountable for ensuring that SACM Configuration Management is delivered in line with defined policies and procedures.
• Leads investigation of root cause analysis to continuously improve data accuracy.
• Manage the SACM Configuration relationship with data owners and consumers.
• Identify, analyze, and drive resolution of process or data issues, ensuring all Configuration Items (CIs) are complete.
• Support Configuration Item (CI) use cases within the ServiceNow Vulnerability Response (VR) module.
• Strengthen and mature ITSM CSDM (Common Services Data Model) practices and hierarchies.
• Engage with stakeholders to implement or enhance integration interfaces with other applications that leverage or provide CMDB data.
• Nurture and strengthen alignment with shared SACM process stakeholders.
• Serve as a SACM Configuration data and process steward, supporting training opportunities and process adherence.
• Drives reporting governance on CMDB statistics, processes and trends including the delivery of reports and dashboards to drive behavior and adherence.
• Schedule and lead CMDB data audits, data enrichment efforts and other critical CMDB governance processes.
• Enforce and enhance data governance best practices and standards to ensure consistent and accurate data.
• Support the onboarding of new Applications or Business Services into the CMDB.
• Support data certification audits and maintain the overall health of the Data Certification program.
• Accountable for SACM Configuration Service Catalog items, their content offerings, associated processes, and workflows.
• Collaborate with owners of other Service Catalog items that leverage or impact CMDB data.
• Maintain and enhance a custom in-house consumer facing CMDB application.
• Define and maintain recurring test cases in support of platform health and feature/instance upgrades.

• Excellent communicator
• Flexible
• Collaborative
• Ownership mindset
• Initiative-taker
• Assertive
• Influential
• Attentive to detail
• Analytical
• Problem solver
• Solutions oriented
• Logical

• Must be able to work US hours (both PST and MST).
• Must be based within 50 miles of the following four Albertsons Companies corporate offices: Pleasanton, CA / Plano, TX / Phoenix, AZ / Boise, ID
• Bachelor’s degree in a technology or business-related field or 3+ years of Configuration Management experience managing a large CMDB environment.
• Must possess a deep understanding of ITIL IT Service Management processes.
• 3+ years of experience working in a process-driven organization, preferably an ITIL-aligned Service Management organization.
• 3+ years of experience in working with inventory discovery tools and infrastructure management tools.
• 3+ years of experience with CSDM (Common Service Data Model).
• Must have quality documentation skills and reporting capabilities.
• General understanding of the ServiceNow Identification and Reconciliation Engine (IRE).
• 3+ years of experience driving SACM process adherence throughout a complex IT organization using data.
• 3+ years of experience in the use of KPIs and other methodologies to identify problems, track trends and drive behavior.
• Proven success in establishing and/or managing large data repositories.
• Knowledge of the working practices and structural elements within Cloud environments, IT infrastructure, Operations Centers, and Service Desks.
• Familiarity with DevOps and/or Agile methodologies.
• Strong in establishing connections with people and managing relationships.
• Able to cope with pressure, time-sensitive situations and delivering against deadlines.
• Proficient with Microsoft tools including Excel, PowerPoint, Word, Teams, SharePoint.

• ITIL V4 certification
• Exposure or experience to the following ServiceNow features.
• Working experience in multiple Cloud Solutions.
• Working knowledge of the Common Service Data Model.
• Knowledge of application architecture and service delivery modeling.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting