Service Management Advisor

Make a difference. Be happy. Grow your career.

THE ROLE

The Service Management CMDB Advisor possesses an advanced understanding of ITIL processes and principles and a highly technical knowledge of Configuration Management Database (CMDB) requirements. Responsibilities include implementing, configuring and maintaining all CMDB policies, processes, work instructions and activities.  This will be done in compliance with the information technology infrastructure library (ITIL) framework. This role works with the teams necessary to define and implement all mechanisms needed to ensure full control of the Configurable Items and maintaining an up-to-date record of those items.

KEY RESPONSIBILITIES

The Service Management CMDB Advisor (SA) normally works independently, with coordination across Service Management delivery. Responsibilities include:

• ITOM & Discovery Leadership: Drive the end-to-end deployment of ITOM Visibility, including robust Discovery and automated Service Mapping to define business service dependencies
• IRE & Governance: Act as the technical authority for the Identification and Reconciliation Engine (IRE). You will define data source precedence and maintain high-integrity data in a multi-source CMDB environment
• CSDM Stewardship: Champion the adoption of CSDM 4.0 standards, ensuring all technical assets are accurately mapped to business services and application portfolios
• Service Delivery Integration: Partner with Incident, Change, and Major Incident management teams to provide real-time impact analysis, reducing MTTR through dependency visualization
• Stakeholder Collaboration: Act as the primary liaison between ITOM and functional teams, including Application Portfolio Management (APM) and Asset Management (SAM/HAM), ensuring data consistency across all platforms
• Ensuring that the Configuration Items required to deliver services are accurate and reliable information about those items is available when and where needed
• Performing configuration audits to check that the physical IT inventory is consistent with the asset and CMDB and initiates necessary corrective action
• Maintaining traceability of all current and historical data relative to each configuration item throughout its life cycle
• Identifying and implementing opportunities to better govern inventory and CMDB processes through continual service improvement
• Ensuring configuration management processes, workflows, and activities are documented and followed
• Performing data entry to populate non-discoverable software and hardware CI data in the ITSM CMDB
• Engaging and working with field resources and IT service delivery teams to identify and then collect missing Configuration Item (CI) information
• Providing ad-hoc reports for Configuration Items

Key SLA Responsibilities Include:

• Monitor and report Service Level Agreements (SLAs)
• Collect Service Level Metric data
• Monitor Service Metrics
• Identify potential and actual Service Breaches
• Plan and conduct Service Reviews
• Evaluate performance against SLA’s and KPI’s

REQUIRED SKILLS AND EXPERIENCE

• Generally, requires a Bachelor's degree and 5 years of related experience, a Master's degree and 3 years of related experience, or 8 years of related experience and no degree.
• Degree in computer science, information technology, engineering, system analysis or a related study, or equivalent experience

• 5+ years’ experience in ServiceNow platform administration or architecture, with a specific focus on CMDB/ITOM suite.
• ITIL v4 certification required
• Knowledge of Information Technology principles and processes

• Understanding of Discovery patterns, JavaScript, and JSON. Proven success in configuring IRE rules and Service Graph Connectors is preferred
• Understanding of IT standards and controls
• Demonstrated ability to execute top-down service mapping to provide visibility into application traffic patterns and infrastructure dependencies
• Excellent analytical, planning, organizational and technical and skills
• Excellent written and verbal communication skills
• Specific experience in process optimization in a technology environment
• Exposure to multiple, diverse technologies, platforms, and processing environments
• Good understanding of strategic and emerging technology trends, and the practical application of existing and emerging technologies to new and evolving business and operating models
• Experience working in healthcare is required
• Experience developing internal and external relationships
• Experience delivering presentations to leadership, customer and technical audiences

ADDITIONAL DETAILS

• Travel including overnight domestic trips may be required.
• 10% travel

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.