AVP, ServiceNow Configuration & IT Asset Management Leader (L 10)

Job Description

Role Summary/Purpose:The ServiceNow Configuration & IT Asset Management Leader has the operational accountability of Configuration Management and IT Asset Management within Synchrony. The candidate will work with a team of employees and contractors responsible for executing the road map, designing processes, running the day-to-day operations, driving continual service improvements, developing the ServiceNow platform and maintaining operational stability of Configuration Management and IT Asset Management. The candidate will report into the Service Assets & Configuration Management Leader (SACM) and will focus on the smooth operation of the processes that underpin the service and to look for any opportunities to enhance and improve these processes.Essential Responsibilities:

• Implement technical solutions for ServiceNow s Configuration Management Data Base (CMDB) and IT Asset Management (ITAM) aligned to the Configuration Management roadmap and goals of Synchrony
• Ensure all operational aspects of Configuration Management and IT Asset Management are carried out efficiently and effectively
• Ensure all operational aspects of IT Asset Management are carried out efficiently and effectively including SW License Compliance, End of Support (EOS) and trackig remediation activities
• Responsible for providing a single point of contact/subject matter expertise within Synchrony for IT Asset Management processes and tools
• Ensure defect-free execution of BAU activities
• Design, develop and implement enhanced functionality, simplification and automation that drives productivity across the organization of the ServiceNow CMDB and SAM Professional (SAM-P) module
• Develop new CMDB processes and structures as the need arises (i.e. Cloud, PCF, APIs, Webservices, Risk Score)
• Drive CMDB Data quality though business rules, dashboards, reports and DB updates. Ensure regular housekeeping of the CMDB data
• Identify system deficiencies and recommend solutions for continual service improvements including use of Publisher Packs, and SaaS License Management functionality, and a VAR product catalog
• Maintain and enhance integrations with other key systems and tools such as auto-discovery, SCCM, JAMF, Flexera, Purchase System etc.
• Partner with the Software Procurement COE team responsible for license procurement, renewals, and SW License compliance
• Train Product Owners / Asset Managers on industry best practices, and the ServiceNow SAM-P module
• Provide oversight to process controls, SW License Compliance positions, End of Support (EOS) products and data alignment between Assets and CMDB Configuration Items to Product Owners
• Participate on and guide the CMDB process support team that maintains the Configuration Items (CIs) and relationship data driving stability
• Coordinate the population of CIs and relationships including discovery, integrations, and other data imports
• Insure the Discovery data collection and process (workflow) execution is updating the CMDB correctly. Perform optimizations where needed
• Insure the data collection and process (workflow) execution is updating SAM-P correctly. Perform optimizations where needed
• Ensures all new Assets and CIs are added to the database and regular maintenance is being done throughout the CI and Asset lifecycle
• Perform annual CMDB Certification for Configuration Items and Relationships
• Identify system deficiencies and recommend solutions for continual service improvements
• Participate on evolving the CMDB to the Common Service Data Model (CSDM)
• Engage with stakeholders across Technology globally to gather and provide for CMDB requirements. Liaise with processes owners for cross-process impact (i.e. IT Operations, Engineering, Cloud, Security, Business Continuity, DR, Risk, Enterprise Operations, Discovery, Event, Request, Change, Incident, Problem, etc.)
• Participate on the quarterly CMDB Council to solicit strategic needs and technology changes
• Participate on the quarterly IT Asset Management Council to solicit strategic needs and technology changes
• Assist end users with training and guidance sessions
• Research ServiceNow solutions to benefit the ServiceNow implementation. Stay current on new releases and available functionality of ServiceNow
• Participate in system upgrades

Governance:

• Produce accurate reporting for senior management for Configuration Management and IT Asset Management. Take action to correct data or process insuring Monthly Operational and Risk Metrics remain in control
• Maintain documentation including the Configuration Management Standard, Procedure, Training and User Documentation (Field Level Guide) and the IT Asset Management Standard, Procedure, Training and User Documentation
• Participate in the annual Risk refresh process by updating process maps, risks, and controls.
• Participate in Audits and close any risk / audit findings
• Execute certification and audits verifying the accuracy and data quality of configuration items and their relationships including surveillance and annual CMDB certification.

Agile:

• Participate in all aspects of the ServiceNow program and solution delivery utilizing SCRUM (Agile)
• Participate in Agile ceremonies including Scrum of Scrums, Backlog grooming, and Daily Stand Ups
• Write Agile stories (in Jira) providing requirements to the development team for coding. Keep Agile stories up to date daily
• Participate in Functional and User Acceptance Testing. Coordinate testing of stakeholders and cross-process impacting teams

Qualifications/Requirements:

• Graduation in any discipline
• Minimum of 10 years working with Service Management tools
• Minimum of 8 years hands on experience working with ServiceNow Configuration Management
• Certified ServiceNow System Administrator for 6 years
• Experience working with ServiceNow s Quebec version
• Experience working in Agile / Iterative development
• Must understand the Configuration Management CSDM and the relationship to Assets, Applications, Customers and other Configuration Items (CIs)
• Demonstrated experience improving the productivity and efficiency of Configuration Management
• ITIL V3 Foundations certification required
• For Internal Applicants: Understand the criteria or mandatory skills required for the role, before applying.
• Inform your Manager or HRM before applying for any role on Workday.
• Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)
• Must not be any corrective action plan (First Formal/Final Formal, PIP)
• Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.
• Level 8 employees can apply

Desired Characteristics:

• Thought leader who will take action without being directed
• Strong focus on process, quality and execution
• Strong project and process management skills, with the ability to work with multiple vendors, projects, and a wide range of tasks simultaneously
• Experience working the development life cycle including Requirements solicitation, Development, Training, UAT, Pilot, Launch and Support Transition
• Experience collaborating effectively with the technical support team and process leaders to develop solutions
• Strong analytical and problem-solving skills
• Experience within the financial services, credit card or insurance industries
• Experience working with geographically distributed teams
• Excellent English, communication, interpersonal and collaboration skills

Grade/Level: 10Job Family Group:Information Technology,

Keyskills :
it asset managementlife cyclekey systemsweb servicesdata qualityrisk metricsit operationsbusiness rulesdata collectionproblem solvinguser acceptanceasset managementtechnical supportsenior management