Title : ServiceNow Asset Business Analyst (ITOM)
Experience : 4-8 years
Job Description :
◉ Maintaining the IT hardware and software asset portfolio with respect to risk, cost control, governance, compliance and performance objectives.
◉ Ensuring the IT Asset Analysts maintain and adhere to company policies, processes and procedures in relation to assets, In line with standards and industry best practice
◉ Creating and implement IT hardware asset life cycle strategy; liaise with Supplier Management, IT Request and other internal IT teams in day-to-day activities including procurement for hardware and software.
◉ Providing KPI/Metric information and standardised reporting on a regular basis, as well as ad hoc in line with business requirements
◉ Optimise usage and cost of IT assets across the business as a whole
◉ Ensuring completeness of the Asset database and that the content contained is accurate and up to date
◉ Populate and manage the CMDB.
◉ Ensuring the integrity of the configuration management system, including the CI data model and relationships.
◉ Work with various IT teams/SMEs to validate relationship information contained in the CMDB.
◉ Organise and complete periodic audits for hardware and software management against data held in the IT asset database
◉ Deliver against ITAM project deliverables, working with the relevant IT teams and suppliers where required to provide/collect data and co-ordinate activities
◉ Assess situations, issues and opportunities and escalate when appropriate
◉ Promote IT Asset Management good practice throughout the business
◉ Knowledge of networking and routing protocols, TCP/UDP transmission, IP transit diagnosis, sub-netting and implement advanced troubleshooting including the ability to gather and analyse IP packet-level data
◉ Understanding of business applications and their functionality in the ITIL model
◉ Ability to communicate and implement the ITIL CMDB Model
◉ Ability to map processes, assess gaps between current and future state, and present recommendations
◉ Proficient with the ServiceNow ITSM application, including Asset Management, CMDB and Discovery.
◉ Good knowledge on different Integrations methods
◉ Work on the CMDB and Asset inconsistencies to keep the asset data accurate and meet the KPI targets.
◉ Reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative data repositories.
◉ Custom report creation for customer engagements and delivery of reports either in ServiceNow or Power BI.
◉ Partner with CMDB normalization and reconciliation rules implementation.
◉ Support the integration of various data sources such as SCCM, Casper, AD, Asset Uploads, etc., into the CMDB from the data perspective.
◉ Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
◉ Ability to develop SQL queries and reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy.
Soft skills :
◉ Excellent communication skills both written and presentation>
◉ Good functional, analytical, and problem-solving capabilities
◉ Experience of handling customer interactions for detailing the requirements, Gap analysis, clarifications and participating in acceptance testing.
◉ Excellent verbal and written communication skills, including polished presentation skills with the ability to deliver technical issues to both technical and non-technical audiences in a clear and understandable manner.
◉ Provide excellent customer service, leadership, communication, problem solving and decision-making skills.
◉ Self-directed, organized, detail-oriented
Education, Certifications And/or Experience Qualifications :
◉ ServiceNow Fundamentals
◉ ServiceNow Discovery Fundamentals
◉ ServiceNow Certified Implementation Specialist Discovery
◉ ServiceNow System Administration
◉ ServiceNow Advanced System Administration
◉ Scripting in ServiceNow
◉ ITIL SACM