ITSM ServiceNow CMDB Process Engineer

2 weeks ago

Cardiff, Cardiff, United Kingdom Deloitte LLP Full time
About the Role

Deloitte is seeking a skilled CMDB Process Engineer to join our team. As a CMDB Process Engineer, you will be responsible for crafting and tracking features and stories for our processes and tools by interpreting the needs of our customers into defined requirements. You will also participate in shaping and defining our Event Management processes based on industry standards and common practices.

Key Responsibilities
  • Interface with our customers, manage their requirements and craft stories across CMDB and ITOM processes in ServiceNow
  • Conduct gap analysis to identify improvement areas in existing CMDB and ITOM processes
  • Shape requirements by demonstrating latest technologies and tools to help shape the art of the possible within IT Operations
  • Follow existing SAFE Agile methodologies and track work items assigned to completion across multiple development teams
  • Assist with setting up CMDB components and relationships according to the ServiceNow Common Service Data Model
  • Configure and run ServiceNow reports, dashboards and exports as per customer requirements when needed
  • Participate in testing and validation of acceptance criteria and act as a customer advocate for requirements

About You
  • Experience in ServiceNow ITSM, CMDB and ITOM platform areas
  • Proven experience with the ServiceNow Common Service Data Model & IT Operations Management
  • Excellent communication and ability to capture detailed functional requirements and translate into technical use stories
  • Proven ability to manage work from requirements to go live, preferably within an Agile environment
  • Demonstrated experience with providing advice and guidance on industry best practices and art of the possible tooling capabilities
  • Prior experience with ServiceNow CMDB & Discovery tooling options in a complex enterprise level environment
  • Proven experience with the configuration management processes including best practices, methodologies, techniques, KPIs
  • Prior experience working in an enterprise level professional services environment or similar
  • ITIL, Agile and/or ServiceNow certification (preferred)

About Deloitte

Deloitte is a global leader in professional services, providing audit, tax, consulting, and financial advisory services to a wide range of clients. We are committed to helping our clients succeed while making a positive impact on society. Our people are our greatest asset, and we are dedicated to creating a culture that values diversity, inclusion, and collaboration. If you are a motivated and talented individual who is passionate about delivering exceptional results, we encourage you to apply for this exciting opportunity.

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