ITAM Technical Analyst

Key Results/ Accountabilities expected from role

· Ensure ServiceNow ITOM Discovery configuration is completed and verified to achieve maximum visibility, whilst being operationally efficient, with no detriment to the integrity of the infrastructure.

· Work with the Managed Service Provider (3rd party) to ensure the effective support of the ITOM capability, developing good relations and helping to define the support processes.

· Support and guide the Business Units to achieve maximum visibility of the assets under their management, through identification and addressing gaps in the Discovered data in the CMDB

· Provide support and training to Business Units in their use of ITOM (Discovery)

· Produce reports on the percentage coverage of assets in the ServiceNow CMDB against total known assets

· Recommend additional data source integrations, where desirable, to address gaps in CMDB data.

· Act as a brand ambassador for the Tech Transformation team and play an active role in positively shaping how transformation capabilities are perceived by the wider business

Key challenges faced on the role

· To manage a number of technical project activities with complex interdependencies across geographical boundaries

· A key contributing member of the Technical Discovery Project you will display high levels of sensitivity when working with local markets.

· To understand in cases why the discover function may not be achieving 100% visibility.

· Resilience / Drive - An ability to keep going and deliver against plan throughout the project lifecycle

· Attitude - To engage and work with sometimes challenging stakeholders to deliver the planned benefit

· Confidence - To take the lead when required to achieve the planned result

·

Experience & Expertise

· Experience of the wide use of ServiceNow ITOM module specifically including the Visibility and Discovery capability, including the administration and configuration of the module.

· Excellent data analysis skills comparing multiple sources of data to identity gaps and recommend plan and monitor steps to remediate.

· Experience of the use and configuration of ServiceNow CMDB, Hardware and Software Asset Management capability

· Excellent analytical skills including an ability to anticipate and highlight potential issues and opportunities

· Ability to engage, build relationships with and influence senior leadership and key business stakeholders

· Possesses exceptional communication skills, with the ability to engage different audiences at all levels

Skills & Competencies

Expert

· ServiceNow ITOM (Discovery) and use of the CMDB

· MS Excel data analysis still (including pivot tables)

· Communication skills - both written and verbal and across a wide range of stakeholder group from management level to operational level

· Highly Resilient

· Strong self motivation, ability to work independently with little supervision

· Bias for action

Advanced

· Service Now IT Asset Management processes and best practices (SAM/HAM)

· Good general understanding of IT infrastructure

· Strategic and Analytical thinking

· Facilitation skills

· Networking (across multiple functions, business units, external stakeholders)

· Ability to work with ambiguity and uncertainty

· Ability to positively resolve conflicts

· Able to manage 3rd parties

Desirable Criteria / Qualifications

· Minimum 4 years technical delivery of ServiceNow IT Operations Management, specifically in the use and deployment of Discovery/Visibility.

· Good understanding of IT Asset Management process

· Desirable to have achieved ServiceNow certifications in ITOM, Discovery and ITAM

· Degree educated or equivalent