ServiceNow Lead Analyst

Roles & Responsibilities:

• Strong Technical leadership in one or more services in scope for this engagement.

• Collaborate with the ServiceNow Product Owners and Process Owners on demand management, prioritization, enhancements, and operational support for listed services.

• Understands Common Service Data Model (CSDM), CMDB architecture, its integrations with other sources, ServiceNow Discovery, Service Mapping designed by Customer and the importance of various CI attributes, data relationships, asset and CI tables and the dependencies between them.

• Supports the development and improvements for the data quality dashboard or ServiceNow CMDB health check reports (CMDB Health Dashboard).

• Reports the holistic high-level CMDB health metrics for Lilly Management (% accuracy across IDS, action completion reports .

• Provide training, consulting, and guidance to the Technical Analysts and the local configuration managers (LCM) across Information and Digital Solutions (IDS) for data accuracy and quality.

• Support the development of the guidelines and execution of data clean-up or refresh.

• Escalate to Client, when there is no response or actions from LCMs/IDS partners, by the specified deadline.

• Support the establishment of the timelines and deadlines for IDS partners to address the gaps and inconsistencies.