Sr Associate, Tech PM

Job Description

ITSM Configuration Management ConsultantAbout Northern Trust:Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world s most sophisticated clients using leading technology and exceptional service. Working with Us:As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve! We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

• Gender Equality Index Member, Bloomberg
• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMANS Magazine

We d love to learn more about how your interests and experience could be a fit with one of America s best banks and most sustainable companies! Build your career with us and apply today.RoleNorthern Trust has established a Technology Development Center in our Pune location as an expansion of our highly successful Northern Operating Services Pvt Ltd operations center in Bangalore and Pune. Partners from the center are collaborating with their overseas counterparts in delivering technology solutions to some of the most complex business problems. We have exciting growth plans for the center and are inviting applications from confident & insightful candidates to be part of Northern s Technology organization. The ITSM Configuration Management Lead will work with the Service Asset and Configuration Management (SACM) Manager, Change Management, Service Managers, and IT support teams to perform day-to-day ITSM Configuration Management operations. The role will perform data analysis, auditing, quality reviews and data entry into the Configuration Management Database (CMDB).Major Duties

• Understanding about CMDB discovery and their error resolution based on Service Mapping errors and issues
• Working knowledge on clearing CMDB discovery related issues such as duplicate CIs, Port Issues and permission issues etc. to support the service mapping process
• Responsible for ServiceNow Service Mapping Activities and supports ServiceNow Discovery activities
• Monitors service mapping results, reconciling and addressing any anomalies
• Participating as a member of the SACM team to work with field resources to identify and validate complete life-cycle of end user and enterprise Configuration Items (CIs)
• Manage the process for CI intake (discovery/federation/manual) and updates in the CMDB and the onboarding of new CI classes and attributes
• Ensures that the CIs required to deliver services are accurate and reliable information about the CI is available when and where needed.
• Performs configuration audits to check that the physical/virtual IT inventory is consistent with the asset and CMDB and initiates necessary corrective action
• Contribute to the process for mapping infrastructure CIs to Applications (Application Services) and Business Services within ITSM Toolset
• Will engage and work with tower resources and IT service delivery teams to identify and then collect missing Configuration Item (CI) information
• Will perform data entry to populate non-discoverable software and hardware CI data in the ITSM CMDB
• Contributes to the development of processes and procedures to continually enhance CMDB data integrity and compliance
• Follow defined processes to ensure data accuracy within the ITSM Configuration Management CMDB System
• Provides ad-hoc reports for hardware and software CIs
• Develops and presents ITSM Configuration Management metrics and reports to leadership
• Consults with IT Towers in development of ITSM Configuration Management metrics
• Maintains current knowledge of relevant technology as assigned
• Participates in special projects as required
• Hands-on knowledge on ServiceNow version migration/upgradation and UAT testing
• Participates in platform upgrade planning, testing, and validation

Knowledge/Skills

• Must be a problem solver and innovator.
• Experience with statistical analysis software a plus
• Fluent English verbal and written communication skills
• Ability follow process and demonstrate high degree of accuracy/quality
• Strong interpersonal skills required; leadership skills
• Ability to demonstrate cross-cultural effectiveness and capability of driving change.
• Ability to see structure and bring order to undefined (or poorly defined) processes, as well as develop and implement processes, are a necessity
• Must be comfortable in a fast-paced, dynamic environment, able to handle multiple tasks simultaneously.
• Must be able to work independently and be self-motivated (personal initiative).
• Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. Prefer candidates with demonstrated experience in analyzing and presenting data to management.
• Ability to analyze data from multiple data sources such as, but not limited to, SCCM, ServiceWatch/ ServiceNow Discovery, Altiris and LANDesk or other similar data collecting tools

Required Skills:

• Must have experience with ServiceNow Configuration Management tools
• Strong technical background and understanding of IT Service Infrastructure and software technologies
• Good understanding of ITIL Service Management processes
• Must possess strong computer skills expert in Excel to analyze large volumes of data.

Preferred/ Recommended:

• Strong technical background and understanding of IT Service Infrastructure and software technologies

Experience

• Bachelor degree in Computer Science or a related discipline
• Overall 6+ Years of Industry experience

Additional Information,

Keyskills :
it service deliverydata entryit supportdata analysisdata integritycomputer skillsdata collectionquality reviewscustomer servicecomputer scienceservice deliveryspecial projectschange management