Ref#: R0023785

Our mission.

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The team.

We are builders, we are integrators. Tech Services creates and optimizes solutions for a rapidly growing business on a global scale. We work with distributed infrastructure, petabytes of data, and billions of transactions with no limitations on your creativity. You don’t have to wait for some architect or manager to tell you what you can work on - you decide the priorities. With tech hubs in Seattle, San Francisco, Austin, Tokyo and Hyderabad, we are improving people's lives all around the world, one job at a time.

The base salary range below represents the low and high end of the Indeed salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Long Term Incentives, an open Paid Time Off policy, and many region-specific benefits. 

Remote Americas Base Salary Range: 80,000 - 100,000 USD per year

Your job.


As a CMDB Lead Analyst, you will work closely with all functions of the IT Asset Management team to ensure that asset life-cycle processes are maintained and compliant with configuration management requirements.  You will work closely with the ServiceNow team to ensure the ServiceNow CMDB architecture aligns with these requirements. You will also work with other asset owners to onboard and maintain their technical assets within the ServiceNow CMDB. Candidates must be passionate about technology, love customer service, and have the ability to thrive in a fast-paced, high-pressure environment. 


Responsibilities:

  • Working closely with global ITAM teammates, Enterprise IT partner teams, the ServiceNow team, and other asset owners to build and maintain the ServiceNow CMDB supported by multiple discovery integrations as a consolidated inventory source for hardware and software

  • Creating, reviewing, and updating CMDB requirements and processes with cross functional teams to ensure CMDB accuracy

  • Building and maintaining an updated knowledge base, scheduled and ad-hoc reporting, dashboard visibility supporting CMDB upkeep

  • Proactively reviewing inventory status of IT hardware and performing reconciliation analysis of IT asset records within our ServiceNow environment

  • Identifying opportunities on how to better manage and reconcile inventory and related reporting

  • Promoting ITAM best practices and consistent process execution across the team, this includes maintaining ITAM work instructions and standard operating procedures documents

  • Defining audit and asset record reconciliation procedures for recurring data integrity refresh.

  • Researching new and innovative solutions and promoting process improvement

  • Identifying and pursuing process improvement, automation, and application integration opportunities.

  • Learning from and educating your fellow team members

About you.


Characteristics that set you apart, you:

  • Recent experience with ServiceNow platform and CMDB

  • Familiarity with ServiceNow discovery or active/passive discovery integrations

  • Solid grasp of ITIL practices and continuous improvement methodology 

  • Passion for data analysis, your analytical skills will be leveraged for CMDB data review and normalization

  • Strong documentation skills leveraged to publish information on CMDB data sources, standard operating procedures, auditing results, etc.

  • Comfortable explaining technical matters to business stakeholders and business matters to technical stakeholders

  • Ability to approach your work with a can-do mentality, you do not accept the status-quo, you aim to keep evolving it while asking why we do something and not just executing

  • You are proactive, self-directed, motivated, detailed and organized in all areas


Requirements: 

  • 4-year Bachelor's degree in Information Systems, Computer Science, Math, Statistics or an equivalent technical field 

  • ITIL certification(s) and/or ServiceNow Certification(s) a plus

  • 3+ years of experience in a configuration management or IT inventory management role 

  • 3+ years of experience with ServiceNow ITSM framework

  • Previous experience with change management, risk analysis, and/or business service mapping

  • Interest in learning and taking on increasingly complex tasks


  • Ability to work individually and within a team

  • Ability to research technical problems and solutions

  • Strong organizational and managerial skills and detail-oriented work ethic

  • Willingness to work flexible / odd hours at times, based on needs

  • Strong communication skills (both verbal and written) 


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EEO and Accommodations 


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