To have specialist knowledge of data architecture in support and development of the ServiceNow Configuration Management Database (CMDB), including automated and manual CMDB population. Working with users to turn requirements into delivered solutions, and technical teams to integrate and supply configuration data to external toolsets. Working closely with Global, Regional and Business Unit Configuration Management teams to ensure that the coverage and data quality of the CMDB reaches and is maintained in the high 90% range. Increase the automation of data population through toolset integration and team database / spreadsheet displacement, and the creation of automated rules within ServiceNow. Suggest and supply appropriate reporting to indicate current status and track progress. Work with the supporting data quality team on deliverables. Provide support to automated discovery and Service Mapping activities.
Working with the EITS Service Excellence ServiceNow team and global stakeholders, identify requirements and design, test and deliver solutions to enhance the funcationality and architecture of the CMDB, along with supporting auditable technical and process documentation. Manage the progress of deliverables, matrix-managing to ensure that deadlines and milestones are achieved.
Support ServiceNow users in the understanding of CMDB data and self-service reporting, developing innovative lines and methods of communication appropriate to a range of audiences from BAU users to senior leadership.
Maintain ongoing relationships with global stakeholders at all levels of the organisation to identify and turn their requirements of the CMDB into deliverable, value-adding dedliverables.
Matrix manage Experian people globally to deliver on CMDB requirements. Provide supporting management to the third-party data quality team.
All ServiceNow users and their management are customers of the ServiceNow CMDB. Identify and deliver solutions to their requirements to ServiceNow best practice. Work from requirements, not user solutions, to provide architecturally sound solutions as an SME.
Ensure that all delivered solutions and data security controls meet Experian governance and control requirements, and that all solutions meet internal and external audit requirements. Essential - Data architecture. ServiceNow reporting. ITIL v3. Stakeholder management.
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