ServiceNow and ITSM Manager

Job Description

Description

SAIC is seeking an experienced ServiceNow and ITSM Manager to join our team supporting a US government agency in the National Capital Region. As a Manager of the Configuration and Asset Management team, you will play a critical role in ensuring the configuration and optimization of our ServiceNow platform to support various modules and capabilities including IT Service Management (ITSM), IT Operations Management (ITOM), Workplace Service Delivery (WSD), Software Asset Management (SAM) Pro,  Configuration Management, CMDB, Asset Management, Change Management, Service Catalog, and more. This is an exciting opportunity to work with cutting-edge technology and contribute to our organization's digital transformation initiatives.

Key Responsibilities:

• Work directly with customer stakeholders to identify, characterize, prioritize, and address Configuration and Asset Management issues and to achieve objectives.
• Provide technical leadership for other members of the Configuration and Asset Management team.
• Develop and sustain an architectural roadmap for the continuous improvement of Configuration and Asset Management capabilities.
• Configure, customize, and administer ServiceNow modules.
• Maintain ServiceNow workflows, forms, fields, views, reports, and dashboards.
• Perform platform maintenance tasks such as user administration, role management, access control, and data management.
• Implement and maintain IT Operations Management (ITOM) processes and tools.
• Develop and maintain Configuration Management policies, standards, and procedures.
• Implement ServiceNow’s CSDM including Lifecycle Management and maintain a Configuration Management Database (CMDB).
• Transform existing discovery processes to align with new Zero Trust Architectures (Agent Client Collector).
• Implement Service Mapping, enhance vertical discovery, and enable cloud (Azure) discovery.
• Develop Configuration and Asset Management reports including data hygiene assessments and reports needed by IT Security, Platform Operations, or IT Engineering.
• Lead annual physical asset inventory.
• Ensure assets and associated data (purchase order, location, EoSL, warranty, vendor POC, etc.) are managed throughout their lifecycle, from procurement through disposal.
• Conduct regular audits and reconciliations of CMDB data.
• Manage and maintain IT Asset inventory within the ServiceNow platform.
• Support IT Operations and Engineering teams maintaining and modernizing IT systems including End of Service Life (EoSL) management and hardware warranty maintenance.
• Implement and maintain Configuration and Asset Management processes and procedures.

Qualifications

Education & Experience:

• Undergraduate degree with twelve years of experience or Graduate degree with ten years of experience in IT Infrastructure systems or Application management.
• One or more current industry recognized certifications (Advanced ServiceNow, Cloud, PMP, etc.).

Required Skills:

• Proficiency in configuring, customizing, and administering ServiceNow modules.
• Ability to maintain ServiceNow workflows, forms, fields, views, reports, and dashboards.
• Experience performing platform maintenance tasks such as user administration, role management, access control, MID-server management, platform patching, update set management, and data management.
• Familiarity with implementing and maintaining IT Operations Management (ITOM) processes and tools.
• Knowledge of developing and maintaining Asset and Configuration Management policies, standards, and procedures.
• Ability to implement and maintain a Configuration Management Database (CMDB) and conduct regular audits and reconciliations of CMDB data.
• Expertise in managing and maintaining IT asset inventory within the ServiceNow platform.
• Strong communication skills, collaboration abilities, and excellent troubleshooting and problem-solving skills.
• Ability to work effectively independently as well as within a team environment.
• Fluency in both spoken and written English, including the ability to work with highly technical and specialized content.
• Ability to work in a fast-paced environment while maintaining outstanding customer service skills.
• Familiarity with CG4 Asset tracking and ServiceNow integration.
• Must be flexible with work schedule during surge periods of support.
• Ability to document processes as needed.
• Proficiency in explaining complex policies and protocols in simple terms.
• Stays updated on IT trends and security standards.
• Demonstrates excellent analytical thinking and problem-solving skills to assess potential risks and develop possible solutions.

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.