Healthcare IT ServiceNow SACM Expert

6 days ago

Plano, Texas, United States Healthcare InfoTech Full time
About the Role

We are seeking a highly skilled ServiceNow SACM Analyst to join our team at Healthcare InfoTech. As a key member of our Service Asset and Configuration Management (SACM) Team, you will be responsible for ensuring the overall quality of SACM managed repositories.

Key Responsibilities
  • Repository Management: Support the daily operational health of SACM Asset, Configuration and Contract processes and related data within the CMDB, AMDB and Contract data repositories.
  • Ticket Management: Shared oversight and accountability of SACM assigned tickets including Tasks and Incidents (SACM Queue Management).
  • Data Analysis: Performs data analysis, research and troubleshooting tasks in support of SACM Data.
  • Process Improvement: Identifies or recommends data enrichment opportunities to the Product Owner.
  • Policy Enforcement: Ensures that SACM processes and SACM Data are delivered in line with defined policies and procedures.
  • Root Cause Analysis: Drives investigation of root cause analysis to continuously improve data accuracy.
  • Customer Relationships: Supports the relationship with external customers including data owners, process owners and consumers.
  • Process Governance: Identify, analyze, and drive resolution of process or data issues, ensuring data is complete.
  • Data Stewardship: Serve as the steward for SACM Data and associated processes, supporting training opportunities and process adherence with data owners, consumers, and other personnel.
  • Reporting Governance: Drives reporting governance of SACM statistical information and process operation including the delivery of reports and dashboards to drive behavior and adherence.
  • Data Audits: Performs data audits, data enrichment, and other critical governance processes through data and process owners.
  • Data Governance: Enforces and enhances data governance best practices and standards to ensure consistent and accurate data.
  • Custom Application Support: Supports custom in-house consumer facing applications for both AMDB and CMDB including customer support and internal process and/or design modification recommendations.
  • Service Catalog Management: Supports SACM Service Catalog items including customer support and identifying issues or enhancements concerning their content offerings, associated processes or workflows.
  • Collaboration: 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.
  • Test Case Development: Define and maintain recurring test cases in support of platform health and feature/instance upgrades.
Requirements
  • Technical Expertise: Must have exposure supporting Hardware Asset Management (HAM) and a general understanding of ServiceNow including how CMDB, AMDB and Discovery work together.
  • ITIL Knowledge: Must possess a general understanding of ITIL IT Service Management processes (e.g., Configuration Management, Incident, Problem and Change Management, Project and Portfolio Management, Service Catalog, etc.).
  • Process-Driven Organization: Must have 3+ years of experience working in a process-driven organization, preferably an ITIL-aligned Service Management organization.
  • Quality Documentation: Must have quality documentation skills and reporting capabilities.
  • ServiceNow Knowledge: General understanding of the ServiceNow Identification and Reconciliation Engine (IRE) and the structure of its rules.
  • DevOps and Agile: Familiarity with DevOps and/or Agile methodologies.
  • KPIs and Methodologies: Knowledge of KPIs and other methodologies to identify problems, track trends and drive behavior.
  • Large Data Repositories: 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).
  • SACM Process Adherence: A history of supporting or driving SACM process adherence, preferably throughout a complex IT organization.
  • IT Processes and Service Management: Encompasses a well-rounded understanding of IT processes and service management.
  • Communication Skills: Strong in establishing connections with people and managing relationships.
  • Time Management: Able to cope with pressure, time-sensitive situations and delivering against deadlines.
  • Microsoft Tools: Proficient with Microsoft tools including Excel, PowerPoint, Word, Teams, SharePoint.
Preferred Qualifications
  • ITIL V4 Certification
  • ServiceNow Multi-Source CMDB/CMDB 360 Experience
  • FlexeraOne Experience
  • Asset Inventory Management: Knowledge and experience supporting end users within asset inventory management, chain-of-custody controls, and disposition processes.
  • SSL Certificates: Experience with support SSL Certificates.

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