ITOM Technical Product Owner

• Delivers innovative, flexible, integrated monitoring, discovery and configuration management solutions to meet our evolving business needs including management of SaaS / cloud assets and services
• Owns the development requirements and implementation of Configuration Management governance including standards, policies and procedures.
• Evaluates and recommends improvements to the existing ServiceNow CMDB design, implementation and management.
• Understands the ServiceNow CSDM (Common Services Data Model) and the interrelationships to ITSM, Asset Management, Application Portfolio Management (APM), ITSM processes and other ServiceNow related interconnectivity.
• Defines technology requirements for CMDB as well as integration requirements to support other IT Service Management, Asset Management and other processes.
• Owns the process by which relationships are created and updated in the CMDB, such as key IT and business services and applications to servers and databases.
• Ensures CMDB data is current and accurate; determines best-practices and procedures for updating CI data including the use of automated processes, discovery tools/integrations with other data sources, and manual input processes as necessary.
• Develops and implements best practice asset and configuration standards, policies and procedures for planning, recording, monitoring and maintenance of software and hardware assets.
• Identifies critical success factors and develops/reports on process performance metrics and monitoring.
• Determines operational reporting including configuration status, license consumption, license entitlement, warranty, and other IT asset reporting.
• Provides coaching and conducts training for CMDB stakeholders to ensure appropriate understanding of the system and its relationship to other key IT processes.
• Collaborates in continuous service improvement initiatives with other IT process owners and functional areas (e.g. Change Management, Problem Management, Release Management, etc.)
• Evaluates industry innovations, maturity, trends, and changes regularly to plan and recommend new technologies.
• Establishes methods and processes to audit the activities of the SACM team for compliance with current procedures; ensures corrective action is carried out.
• Establishes procedures and ensures staff comply with the naming conventions to be used to uniquely identify object types, environments, processes, lifecycles, documentation, versions, formats, baselines, releases, and templates.
• Provides guidance, instruction, and authoring of IT knowledge base articles on CMDB value and usage
• Creates an awareness campaign to win support for new Configuration and Asset Management procedures; ensures that changes to the Configuration and Asset Management methods and processes are properly approved and communicated to staff before being implemented.
• Exercises creative thinking and ideation to advance our IT performance.

Basic Requirements

• Bachelor s Degree in an IT related field or a minimum of 5 years of relevant recent experience.
• Strong understanding of ITIL best-practice processes, with Configuration Management and Asset Management experience.
• Hands-on experience with industry-standard enterprise Change, Configuration and Asset Management system tools (such as ServiceNow, BMC, CA, etc.), preferably within the ServiceNow environment including a solid understanding of CMDB platform architecture and database schemas.
• Preferred technicalknowledge in at least two of the following roles:
• CMDB Manager/Analyst
• Application Portfolio Manager/Analyst
• Change Manager
• Network Administrator
• Database Administrator (i.e. SQL server, DB2, etc.)
• Storage Administrator
• VMware/VirtualizationPlatform Administrator
• Architect or Engineer
• Experience leading technical functional discussions.
• Demonstrable understanding of the pressures and demands of working in a large and complex technical environment.
• Strong interpersonal and employee relations skills as well as the ability to influence in a global environment.
• Can Do attitude is a must.

Preferred Requirements

• Architecture review experience
• ServiceNow administration experience
• Relational database administration experience

Role:

Industry Type:

Department:

Employment Type:

Role Category:

Education

UG:

PG: