ServiceNow Analyst

Role Title: ServiceNow Analyst Duration: 6 months Location: Deerfield Beach, FL (Hybrid) - 3 to 4 days in office

As a Service Management Analyst, you will be part of the Service Management Department, where your primary responsibilities will be working with ServiceNow's Configuration Management (CMDB), Discovery, Digital Portfolio Manager (DPM) and IT Asset Management (ITAM/HAM Pro/SAM Pro) modules enhancing maturity and driving improvement initiatives. Responsibilities:

• Support and enhance Discovery schedules
• Support and enhance Service Mapping
• Support and enhance Hardware and Software Asset Management
• Support and enhance ServiceNow Knowledge Management practices
• Provide CMDB guidance during the weekly CMDB Office hours for Audits, Lifecycle tasks and general CMDB questions
• Work and complete ITSM related ServiceNow stories
• UAT all CMDB stories from monthly sprint and projects
• Assist with report development and integration development
• Assist with ad-hoc tasks related to the ITOM, ITAM, ITSM initiatives

Planned initiatives:

• Streamline CMDB Maintenance activities
• Re-evaluate CSDM framework and mature accordingly
• Implement additional ITAM Publisher Packs and vendor integrations
• Implement reconciliation of Discovered CIs for CMDB accuracy and SAFE Controls
• CMDB User self-service, reporting enhancement with ServiceNow and PowerBI
• Build training sessions and documentation for CMDB and ITAM

Job Requirements

• A minimum of 5 years of experience with ServiceNow Configuration Management is required – Yokohama instance or later
• ServiceNow System Administration Certification and ServiceNow CMDB Certification - Service Mapping, Discovery, CMDB, Service Graph / Integration (ie. InTune, Tanium, SAM/HAM providers)
• Strong process and analytical skills are essential, including critical thinking, data analysis, research, and problem-solving abilities
• Proficiency in data analysis and reporting is required, with familiarity in ServiceNow reporting and dashboards. Knowledge of Power BI is a plus
• Excellent verbal and written communication skills are necessary to effectively engage with business users and IT, and to present solutions at all levels of the organization
• Must be highly organized and possess strong skills in planning, time management, scheduling, documentation, and meeting deadlines
• An innovative mindset is essential for developing solutions through effective use of available technologies
• Attention to detail and a self-starting, inquisitive nature is highly valued
• The ability to be flexible and adaptable while working under strict deadlines with minimal supervision is crucial