ServiceNow IT Asset Management & Configuration Management Leader

ServiceNow IT Asset Management and Configuration Management Leader

Role Summary / Purpose:

The ServiceNow Configuration & IT Asset Management Leader has the operational accountability of IT Asset Management and Configuration Management within Synchrony. The candidate will work with a team of employees and contractors responsible for executing the road map, designing processes, running the day-to-day operations, driving continual service improvements, developing the ServiceNow platform and maintaining operational stability of IT Asset Management and Configuration Management.

The candidate will report into the Service Assets & Configuration Management Leader (SACM) and will focus on the smooth operation of the processes that underpin the services and to look for any opportunities to enhance and improve these processes.

Essential Responsibilities:

IT Asset Management

- Implement technical solutions for ServiceNow's IT Asset Management (ITAM) aligned to the IT Asset Management roadmap and goals of Synchrony

- Ensure all operational aspects of IT Asset Management are carried out efficiently and effectively including Software License Compliance, End of Support (EOS) and trackig remediation activities

- Responsible for providing a single point of contact within Synchrony for IT Asset Management processes and tools - specifically SW License Management and Lifecycle Management

- Act as a Subject Matter Expert on SerciceNow SAM Professional (SAM-P)

- Design, develop and implement enhanced functionality, simplification and automation that drives productivity across the organization of the ServiceNow SAM Professional (SAM-P) module

- Ensure defect-free execution of BAU activities

- Partner with the Software Procurement COE team responsible for license procurement, renewals, and SW License compliance

- Train Product Owners / Asset Managers on industry best practices, and the ServiceNow SAM-P module

- Provide oversight to process controls, SW License Compliance positions, End of Support (EOS) products and data alignment between Assets and CMDB Configuration Items to Product Owners

- Identify system deficiencies and recommend solutions for continual service improvements including use of Publisher Packs, and SaaS License Management functionality, and a VAR product catalog

- Maintain and enhance integrations with other key systems and tools such as auto-discovery, SCCM, JAMF, Flexera, Purchase System etc.

- Insure the data collection and process (workflow) execution is updating SAM-P correctly. Perform optimizations where needed

- Ensures all new Assets and CIs are added to the database and regular maintenance is being done throughout the Asset lifecycle

- Participate on the quarterly IT Asset Management Council to solicit strategic needs and technology changes

Configuration Management :

- Implement technical solutions for ServiceNow's Configuration Management Data Base (CMDB) aligned to the Configuration Management roadmap and goals of Synchrony

- Develop new CMDB processes and structures as the need arises (i.e. Cloud, PCF, APIs, Webservices, Risk Score)

- Drive Configuration management and the CMDB to the Common Service Data Model (CSDM)

- Drive CMDB Data quality though business rules, dashboards, reports and DB updates. Ensure regular housekeeping of the CMDB data

- Participate on and guide the CMDB process support team that maintains the Configuration Items (CIs) and relationship data driving stability

- Ensure all operational aspects of Configuration Management are carried out efficiently and effectively

- Coordinate the population of CIs and relationships including discovery, integrations, and other data imports

- Insure the Discovery data collection and process (workflow) execution is updating the CMDB correctly. Perform optimizations where needed

- Execute certification and quality checks verifying the accuracy and data quality of configuration items and their relationships including surveillance and CMDB certification

- Identify system deficiencies and recommend solutions for continual service improvements

- Engage with stakeholders across Technology globally to gather and provide for CMDB requirements. Liaise with processes owners for cross-process impact (i.e. IT Operations, Engineering, Cloud, Security, Business Continuity, DR, Risk, Enterprise Operations, Discovery, Event, Request, Change, Incident, Problem, etc.)

- Participate on the quarterly CMDB Council to solicit strategic needs and technology changes

- Assist end users with training and guidance sessions Governance

- Produce accurate reporting for senior management for Configuration Management and IT Asset Management. Take action to correct data or process insuring Monthly Operational and Risk Metrics remain in control

- Maintain documentation including the IT Asset Management Standard, Procedure, Job Aide, Training and User Documentation, and the Configuration Management Standard, Procedure, Training and User Documentation (Field Level Guide)

- Participate in the annual Risk refresh process by updating process maps, risks, and controls.

- Participate in Audits and close any risk / audit findings

- Participate in inquiries, exams and surveillance verifying the processes, controls and data quality Agile

- Participate in all aspects of the ServiceNow program and solution delivery utilizing SCRUM (Agile)

- Participate in Agile ceromonies including Scrum of Scrums, Backlog grooming, and Daily Stand Ups

- Write Agile stories (in Jira) providing requirements to the development team for coding. Keep Agile stories up to date daily

- Participate in Functional and User Acceptance Testing. Coordinate testing of stakeholders and cross-process impacting teams

- Research ServiceNow solutions to benefit the ServiceNow implementation. Stay current on new releases and available functionality of ServiceNow

- Participate in system upgrades

Qualifications / Requirements:

- Minimum of 10 years working with Service Management tools

- Must have experience in Software License Management including ServiceNow SAM Professional

- Minumum of 8 years hands on experience woriking with ServiceNow Confirguration Management

- Certified ServiceNow System Administrator for 6 years

- Experience working with ServiceNow's Quebec version

- Experience working in Agile / Iterative development

- Must understand the Configuration Management CSDM and the relationship to Assets, Applications, Customers and other Configuration Items (CIs)

- Demonstrated experience improving the productivity and efficiency of IT Asser Management and

Configuration Management

- Hours of engagement 2:00 PM IST to 11:00 PM IST

- ITIL V3 Foundations certification required

Desired Characteristics:

- Thought leader who will take action without being directed

- Strong focus on process, quality and execution

- Strong project and process management skills, with the ability to work with multiple vendors, projects, and a wide range of tasks simultaneously

- Experience working the development life cycle including Requirement solicitation, Development, Training, UAT, Pilot, Launch and Support Transition

- Experience collaborating effectively with the technical support team and process leaders to develop solutions

- Strong analytical and problem-solving skills

- Experience within the financial services, credit card or insurance industries

- Experience working with geographically distributed teams

- Excellent English, communication, interpersonal and collaboration skills

Eligibility Requirements :

- You must be 18 years or older

- You must have a high school diploma or equivalent

- You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

- You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

- New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months' time in position before they can post. All internal employees must have at least a "consistently meets expectations" performance rating and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance requirement).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.