Nisum is hiring a
ServiceNow Configuration Analyst

Summary

The job is for a SACM Configuration Management professional at Nisum, a global digital commerce firm. Responsibilities include managing daily operational health, data analysis, troubleshooting, and ensuring adherence to policies and procedures. The role requires 3+ years of experience in process-driven organizations, ITIL knowledge, and familiarity with ServiceNow Discovery tools and CSDM.

Responsibilities

• Accountable for the daily operational health of SACM Configuration processes
• Responsible for CMDB data analysis, research, troubleshooting, data enrichment, and other CMDB governance tasks
• Accountable for ensuring that SACM Configuration Management is delivered in line with defined policies and procedures
• Leads investigation of root cause analysis to improve data accuracy continuously
• Manage the SACM Configuration relationship with data owners and consumers
• Identify, analyze, and drive resolution of process or data issues, ensuring all Configuration Items (CIs) are complete
• Strengthen and mature ITSM CSDM (Common Services Data Model) practices and hierarchies
• Engage with stakeholders to implement or enhance integration interfaces with other applications that leverage or provide CMDB data
• Nurture and strengthen alignment with shared SACM process stakeholders including shared/related data, those who engage with or manage other data inputs, or other ITSM process owners
• Serve as a SACM Configuration data and process steward, supporting training opportunities and process adherence with data owners, consumers, and other personnel
• Drives reporting governance on CMDB statistics, processes, and trends including the delivery of reports and dashboards to drive behavior and adherence
• Schedule and lead CMDB data audits, data enrichment efforts, and other critical CMDB governance processes through data and process owners
• Enforce and enhance data governance best practices and standards to ensure consistent and accurate data
• Support the onboarding of new Applications or Business Services into the CMDB
• Support data certification audits and maintain the overall health of the Data Certification program
• Accountable for SACM Configuration Service Catalog items, their content offerings, associated processes, and workflows
• Collaborate with owners of other Service Catalog items that leverage or impact CMDB data, driving governance of Configuration Management processes and ensuring standards and policies are met
• Maintain and enhance a custom in-house consumer-facing CMDB application including process engineering, requirements gathering, and design modification recommendations
• Define and maintain recurring test cases in support of platform health and feature/instance upgrades