Senior ServiceNow/CMDB Developer and Administrator

3 days ago

Bengaluru, Karnataka, India The Nielsen Company Full time
Senior ServiceNow/CMDB Developer and Administrator

We are seeking an experienced Senior ServiceNow/CMDB Developer and Administrator to join our global IT team at The Nielsen Company. The successful candidate will work closely with business and IT stakeholders to understand requirements and design, configure, develop, implement, maintain, and optimize our ServiceNow platform and related modules.

Key Responsibilities:

  1. Collaborate with cross-functional teams to identify opportunities for process improvement and innovation, gather business requirements, and translate them into technical designs and process workflows in ServiceNow.
  2. Design, build, and deploy ServiceNow solutions, including custom applications, workflows, forms, scripts, features, and enhancements using ServiceNow development and industry best practices.
  3. Integrate ServiceNow with other systems and applications to streamline data exchange and improve operational efficiency.
  4. Troubleshoot, triage, and resolve incidents, problems, requests, changes, events logged in ServiceNow across all ServiceNow modules and custom applications related to functionality, performance, integrations, etc.
  5. Create and optimize reports, dashboards, KPIs to track volumes, trends, SLAs, and other metrics.
  6. Perform system administration tasks, manage users, access controls, implement upgrades, and maintain data integrity.
  7. Manage and drive ServiceNow upgrades by creating and executing the upgrade plan, including testing, defect tracking, and resolution by coordinating with stakeholders.
  8. Agile Release Management: Manage team work using Agile methodology with backlog management, sprint planning, scrum calls/daily sync, etc.
  9. Create and maintain comprehensive documentation, including technical specifications, configuration guides, standard operating procedures, and runbooks.
  10. Provide training and guidance to junior team members on ServiceNow development best practices and CMDB administration.
  11. Oversee and be the CMDB module owner by defining processes and best practices to ensure asset data ownership, relationships, completeness, and accuracy, implementing said processes, and governance of the same, providing training and awareness.
  12. Manage, triage, and resolve automated asset discovery from various sources.
  13. Evaluate and implement governance policies, procedures, and alerts to stakeholders and asset owners to ensure CMDB health.
  14. Provide timely support to asset owners to address and resolve requests and issues.
  15. Build and report CMDB metrics and KPI to stakeholders and leadership.
  16. Oversee and take ownership of the CMDB module to ensure asset data accuracy, ownership, and completeness.
  17. Manage CMDB data, perform CI mapping, and ensure integrity of CI relationships.

Qualifications:

  1. Bachelor's degree in Computer Science, Information Systems, or related field.
  2. 7+ years of hands-on ServiceNow development and administration experience.
  3. Certified System Administrator and Certified Application Developer certifications.
  4. Excellent knowledge of ServiceNow modules - ITSM, Incident, Problem, Change, Request, Knowledge, CMDB, Discovery, HR, SPM, SecOps, ITOM, etc.
  5. Experience with JavaScript, HTML, CSS, AngularJS, REST API, JSON.
  6. Excellent troubleshooting and analytical skills.
  7. Strong communication skills with the ability to translate technical concepts to non-technical stakeholders and ability to interact with global teams.
  8. Collaborative mindset with the ability to work effectively in a team environment, as well as independently with minimal supervision.
  9. Ability to adapt to changing priorities and business needs in a fast-paced, dynamic environment.
  10. Fluency in reading, writing, and speaking English.

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