ServiceNow CMDB Specialist

Looking for an opportunity to make an impact?

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

We are in search of a ServiceNow Configuration Management Database (CMDB) Specialist to join our Service Management Team in the Chief Information Office (CIO) group.  As a core member of the Service Management team, you will play a valuable part in supporting and executing a wide range of projects and programs, as well as an exciting opportunity to use your experience and training to help analyze Leidos’ current Service Management processes and workflows and help to bring improvements and efficiency to this transforming organization.

If this sounds like the kind of environment where you can thrive, keep reading!

As the global CIO Services organization, we enable the enterprise to execute its mission to grow through innovation, collaboration, and effective use of information and technology.  Through our world class talent and technology, we will provide differentiated and agile services, partnering with the enterprise to strategically transform, defend and grow the business, developing and implementing solutions that we can use to support our customers’ mission.

Are you ready to make an impact? Begin your journey of a flourishing and meaningful career, share your resume with us today!
 

Role & Responsibilities:

• Hands-on experience in maintaining configuration management database (CMDB) health within the ServiceNow platform.
• Manage CMDB remediation tasks to ensure data accuracy and completeness.
• Understand and utilize identification and reconciliation tools to maintain CMDB integrity.
• Maintain and enhance discovery processes to ensure an accurate and up-to-date population of configuration item (CI) data into the CMDB.
• Monitor discovery performance metrics and proactively address any deviations or bottlenecks to maintain CMDB data quality and completeness.
• Implement and maintain the common service data model (CSDM) within CMDB to standardize and structure service-related data.
• Conduct gap analysis to identify discrepancies in CMDB data and propose solutions to improve data quality.
• Gather requirements from stakeholders to enhance CMDB functionality and data accuracy.
• Translate process design/redesign requirements into specific functional requirements to be delivered to the ServiceNow Development team.
• Write functional test cases to validate CMDB configurations and changes.
• Perform User Acceptance Testing (UAT) to ensure changes meet business requirements and are successfully implemented.
• Able to think holistically and globally when collaborating with peers and colleagues across multiple regions and countries. This will include stakeholders with varying degrees of technical knowledge and expertise.
• Create and update process-related documentation, including workflow diagrams, standard operating procedures, and various job aids.
• Provide training and support to end users on CMDB best practices and data entry guidelines.
• Stay up-to-date with ServiceNow platform updates and CMDB best practices to ensure continuous improvement of CMDB processes.

Required Qualifications:

• Bachelor’s degree in Computer Science, MIS, or related field and 4+ years of business process and ITSM experiences, which should include CMDB and Change Management. Additional years of relevant experience will be considered in lieu of a degree.
• Minimum 2 years of experience with ServiceNow at systems administration level and ITSM experience - Candidates without ServiceNow CMDB hands-on experience will not be considered.
• Proven ability to work independently and as a team member.
• Ability to identify trends and anomalies from collected data.
• Proficient in Microsoft Office applications to include Word, Teams, Vision, Excel, and PowerPoint.
• Strong interpersonal skills; tact, patience, courtesy, and good listening skills.
• Excellent time management, problem solving, prioritization and multi-tasking capabilities.
• US Citizenship is required. 

Preferred Qualifications:

• ITIL V3 or V4 Foundations Certification or higher. 
• ServiceNow System Administrator Certification
• Exposure to a broad range of infrastructure and application technologies in particular Wintel, SQL Server, Networking and Storage technologies.
• Experience working as part of a global team; across multiple countries and time zones.
• Proven history of leading Service Management processes.
• Strong experience in requirements gathering, story writing, test plan development and working on projects using agile methodologies and best practices.

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.