Data Analyst-IT III (ServiceNow Analyst)

Base Location -Danbury CT

Mandatory:

·         6 yrs+ ServiceNow data analyst experience

·         Hands-on with ITSM functions within ServiceNow (CMDB and ITIL Processes, such as Incident, Problem, Change, Service Catalog and Financial Management)

·         Strong with Asset Management, Configuration Management and ensures compliance with defined controls and standards.

·         Hands on identifying Configuration Items (CIs) across IT and mapping to ServiceNow functions and ensuring upstream/downstream relationships are built connecting CIs to Application/Technical Services and validate the relationships

·         Perform regular audits of CMDB information

Job Description:

Interprets results using a variety of techniques, ranging from simple data aggregation via statistical analysis to The IT Service Asset and Configuration Management Service Analyst is responsible for numerous significant aspects related to IT asset management and Configuration Management. Maintains and implements standards for Asset Management, Configuration Management and ensures compliance with defined controls and standards.

Essential Duties and Responsibilities:

• Identify Configuration Items (CIs) across IT and map to the ServiceNow application model

• Control CI information, ensure upstream/downstream relationships are built connecting CIs to Application/Technical Services and validate the relationships

• Perform verification and regular audits of CMDB information

• Provide management information about Configuration Management, quality and operations, risks and for trending

• Maintain quality of CI information entered into ServiceNow CMDB

• Maintain currency on policy and process documents

• Provide training on CMDB processes, reporting and associated tasks

• Receive and obtain notification of significant changes in the state and conditions of CIs. Escalate non-compliance to the IT Security & Operations Teams

• Respond to requests for CI changes and updates from Change Management where human intervention (manual effort) is required

• Provide reporting and metrics on CI information upon request

• Baseline CMDB and track changes against the baseline.

• Ensure the linkage between CMDB and ITIL Processes, such as Incident, Problem, Change, Service Catalog and Financial Management are maintained and offer optimum value

• Keep test plans related to CMDB and Auto discovery updated.