ServiceNow ITAM, CMDB

Job Description

Job Overview:

We are looking for an experienced Technical Lead with strong expertise in ServiceNow, specifically in implementing and managing HAM Pro, SAM Pro, CMDB, Discovery, and other IT Service Management (ITSM) modules. This role requires leading a team of developers/administrators, developing solutions, and collaborating with clients to ensure the optimal configuration and implementation of ServiceNow capabilities.

The ideal candidate will have extensive experience in ServiceNow implementations and integrations, along with a deep understanding of Asset Management, Service Management, Operations Management, and Configuration Management Database (CMDB). You will be responsible for managing development activities, guiding junior team members, and implementing best practices across various ServiceNow modules.

Key Responsibilities:

Leadership and Team Management:

- Lead a team of ServiceNow developers/administrators, providing guidance and mentorship.
- Ensure that junior team members are continuously developing their skills and achieving team goals.
- Participate in weekly client meetings, discussing progress, issues, and aligning on new requirements.
- Coordinate with Subject Matter Experts (SMEs) for client requests and needs.

ServiceNow Module Implementation:

- Implement ServiceNow HAM Pro (Hardware Asset Management), SAM Pro (Software Asset Management), and CMDB solutions.
- Lead the design, development, and configuration of ITAM and ITSM workflows, including lifecycle processes, normalization, and workspace enablement.
- Plan and implement solutions for new features, capabilities, and system integrations with ServiceNow, addressing user/system requirements.
- Oversee the integration and automation capabilities of ServiceNow, focusing on leveraging out-of-the-box capabilities for business services.

Best Practices and Solutions Development:

- Follow industry-leading practices for configuring and maintaining ServiceNow implementations.
- Develop solutions to ensure seamless integrations across the ServiceNow platform, leveraging Flow Designer, Business Rules, and Script Includes.
- Use GlideRecord and other ServiceNow scripting technologies for efficient querying and optimization of platform performance.

Client Engagement and Communication:

- Educate clients on ServiceNow best practices and functionality.
- Provide technical presentations, answer client queries, and suggest improvements to optimize their ServiceNow environment.
- Develop and execute ServiceNow roadmaps aligned with business needs and the platform owner's vision.
- Document configurations, development processes, and technical details, including training materials.

Technical Skills and Development:

- Ensure best practices for the development and configuration of ServiceNow modules like ITSM Pro, ITOM Pro, CMDB, and others.
- Collaborate with cross-functional teams to enhance ServiceNow functionality and integrations.
- Continuously evaluate and improve the ServiceNow environment, ensuring alignment with business needs and industry standards.

Required Experience / Skills:

- ServiceNow CIS-HAM Certification (Hardware Asset Management).
- ServiceNow CIS-SAM Certification (Software Asset Management).
- ServiceNow CSA Certification (Certified System Administrator).
- ServiceNow CMDB MicroCerts (preferred).
- JavaScript experience (4+ years).
- Hands-on experience with ServiceNow HAM Pro, SAM Pro, CMDB, and Discovery modules.
- Proven experience with ServiceNow Integrations (external systems).
- Knowledge of ITIL V3 or V4 Foundations.
- Strong understanding of ITAM processes, Software Asset Management, and Hardware Asset Management.
- Agile methodologies (Scrum or Kanban) experience.
- Experience with tools like MS SCCM, Intune, JAMF, or Tanium is a plus.
- Experience with ServiceNow CSDM (Common Service Data Model) is a plus.

Additional Preferred Skills:

- Additional ServiceNow Certifications (e.g., ITOM, ITSM, Integration, etc.).
- Experience with Flow Designer, GlideRecord, Client Scripting, and AJAX.
- Knowledge of Procurement processes and how they relate to asset creation/updates in ServiceNow.
- Experience with IAITAM CAMP, CHAMP, or CSAM certifications.
- Prior experience with ServiceNow CMDB implementations and CSDM.

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