ServiceNow Lead Analyst

Roles & Responsibilities:

• Provide technical leadership in one or more services for this engagement, collaborating with ServiceNow Product Owners and Process Owners on demand management, prioritization, enhancements, and operational support.
• Develop a deep understanding of the Common Service Data Model (CSDM), CMDB architecture, its integrations with other sources, ServiceNow Discovery, Service Mapping, and the importance of various CI attributes, data relationships, asset, and CI tables, along with their dependencies.
• Support the development and improvement of data quality dashboards and ServiceNow CMDB health check reports, providing actionable insights to stakeholders.
• Report high-level CMDB health metrics, including accuracy across IDS and action completion reports, to Lilly Management.
• Offer training, consulting, and guidance to Technical Analysts and local configuration managers across Information and Digital Solutions (IDS) on data accuracy and quality.
• Collaborate with IDS partners to establish timelines and deadlines for addressing gaps and inconsistencies in data.
• Escalate issues to the client when there is no response or action from LCMs/IDS partners by the specified deadline.