About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS) is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud-driven modernization and workplace and operational transformation to run the business in a secure environment.
The ServiceNow SACM Analyst is part of the Service Asset and Configuration Management (SACM) Team. This individual will focus on the overall quality of SACM managed repositories, primarily the Configuration Management Database (CMDB) and the Asset Management Database (AMDB), ensuring records are accurate and complete by policing process alignment and data quality against documented standards.
The ServiceNow SACM Analyst shares responsibility in ensuring governance of data against SACM policies and procedures, including promoting awareness and education of these policies throughout the organization and its Service Providers.
Key Responsibilities include, but are not limited to:
- Supports the daily operational health of SACM Asset, Configuration and Contract processes and related data (SACM Data) within the CMDB, AMDB and Contract data repositories.
- Shared oversight and accountability of SACM assigned tickets including Tasks and Incidents (SACM Queue Management).
- Performs data analysis, research and troubleshooting tasks in support of SACM Data.
- Identifies or recommends data enrichment opportunities to the Product Owner.
- Ensures that SACM processes and SACM Data are delivered in line with defined policies and procedures.
- Drives investigation of root cause analysis to continuously improve data accuracy.
- Supports the relationship with external customers including data owners, process owners and consumers.
- Identify, analyze, and drive resolution of process or data issues, ensuring data is complete.
- Serve as the steward for SACM Data and associated processes, supporting training opportunities and process adherence with data owners, consumers, and other personnel.
- Drives reporting governance of SACM statistical information and process operation including the delivery of reports and dashboards to drive behavior and adherence.
- Performs data audits, data enrichment, and other critical governance processes through data and process owners.
- Enforces and enhances data governance best practices and standards to ensure consistent and accurate data.
- Supports custom in-house consumer-facing applications for both AMDB and CMDB including customer support and internal process and/or design modification recommendations.
- Supports SACM Service Catalog items including customer support and identifying issues or enhancements concerning their content offerings, associated processes or workflows.
- Collaborate with owners of other Service Catalog items that leverage or impact SACM data, identifying governance opportunities for SACM processes and ensuring standards and policies are met.
- Define and maintain recurring test cases in support of platform health and feature/instance upgrades.
Characteristics/Traits:
Required:
- Good communicator
- Flexible
- Collaborative
- Ownership attitude
- Initiative-taker
- Attentive to detail
- Analytical
- Problem solver
- Solutions oriented
- Logical
Qualifications:
Required:
Must be able to work US hours (both PST and MST).
Must be based within 50 miles of the following four client offices:
- Pleasanton, CA
- Plano, TX
- Phoenix, AZ
- Boise, ID
Must have exposure supporting Hardware Asset Management (HAM).
Bachelor’s degree in a technology or business-related field or 3+ years of SACM experience in either Configuration Management and/or Asset Management.
Must have a general understanding of ServiceNow including how CMDB, AMDB and Discovery work together.
Must possess an understanding of ITIL IT Service Management processes (e.g., Configuration Management, Incident, Problem and Change Management, Project and Portfolio Management, Service Catalog, etc.)
3+ years of experience working in a process-driven organization, preferably an ITIL-aligned Service Management organization.
Must have quality documentation skills and reporting capabilities.
General understanding of the ServiceNow Identification and Reconciliation Engine (IRE) and the structure of its rules.
Familiarity with DevOps and/or Agile methodologies.
Knowledge of KPIs and other methodologies to identify problems, track trends and drive behavior.
Exposure to managing large data repositories, preferably multi-source environments that include inventory discovery and/or infrastructure management tools (e.g., ServiceNow Discovery, OEM applications).
A history of supporting or driving SACM process adherence, preferably throughout a complex IT organization.
Encompasses a well-rounded understanding of IT processes and service management.
Strong in establishing connections with people and managing relationships.
Able to cope with pressure, time-sensitive situations and delivering against deadlines.
Proficient with Microsoft tools including Excel, PowerPoint, Word, Teams, SharePoint.
Preferred:
- ITIL V4 certification
- ServiceNow Multi-Source CMDB/CMDB 360 experience
- FlexeraOne experience
- Knowledge and experience supporting end users within asset inventory management, chain-of-custody controls, and disposition processes.
- Experience with support SSL Certificates.
Applications will be accepted until 10/11/2024.
The annual salary for this position is between $133,000.00 – $156,000.00 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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