IT System Analyst- 12681

Job Title : IT System Analyst- 12681

Remote role, prefers EST time zone.

5 years of IT experience with 3 or more years in IT service management.

ITIL or COBIT foundation certified (practitioner preferred).

Experience with an ITSM solution (preferably Service Now).

Experience and comfort with public speaking.

Ability to hold oneself and others accountable.

Responsibilities:

Configuration Management Analyst Asset Criticality

The Configuration Management Analyst will support ongoing efforts to enhance and maintain processes for establishing a rating that classifies the sensitivity and criticality of assets and business applications. The analyst will be expected to develop familiarity with SVB's CMDB in order to provide analysis and reporting. In addition, the analyst will perform necessary activities to support the ongoing maintenance of processes related to SVB's asset criticality rating. These activities included reporting both to internal teams and external stakeholders, development of formal documentation, and supporting stakeholders that leverage the asset criticality rating in their processes. Furthermore, the analyst will monitor, identify, and support implementation of opportunities for continued improvement over the processes in these areas.

The Configuration Management Analyst:

Be accountable for supporting activities related to IT Asset Criticality rating and supporting processes

Configuration and Database Management, and Discovery process ensuring that proper resources and methods are enforced, as well as communications to all levels are maintained.

Demonstrate good knowledge of ServiceNow and ServiceNow Discovery

Ability to work with other teams to correct credential errors in ServiceNow discovery

Ability to communicate clearly verbally and in writing

Ability to understand how to bulk update CIs in the CMDB

Ability to write fix scripts to correct data within the CMDB and ServiceNow Discovery

Ability to document issues related to the ServiceNow Discovery

Ability to fix some of these issues directly without supervision

Ability to create dashboards

Ability to create reports

Ability to build workflows within ServiceNow to route remediation and certification tasks appropriately

Ability to present data with other CI Owners and Managers and communicate improvement plans

Ability to build partnerships with other teams to solve manual entries

Need to have a mindset to move away from manual data collection to automation

Good understanding of various CI and classes within ServiceNow

Demonstrates good understanding of CI relationships

Demonstrate good understanding of ServiceNow Discovery

Demonstrate good understanding of ServiceNow Discovery Pattern

Demonstrate good understanding of CI Class Manager

Demonstrate excellent excel skills

Demonstrate ability to work with SNMP, WMI, SSH type queries

ServiceNow Discovery Admin certification is required

Network + or System Administration certification is a plus

Ensure that the CMDB is managed and populated working with other teams to validate and build relationships between CI's.

Follows and oversees configuration items and assets, ensuring that changes are accessed, approved and executed in a controlled fashion. Maintaining the integrity of targeted configurations.

Monitor and report on effectiveness of CMDB, effectiveness of the configuration management process, health and relevance of the CMDB.

Monitor and improve processes with a business/customer mindset.

Supports the overall ITSM vision and working with other process managers to deliver consistent and predictable service management.

In addition, the ITSM Asset/Configuration Database Management/and Discovery Coordinators will be expected to have:

Experience facilitating meetings of cross functional skill sets with specific agendas and timelines.

Clear, concise communication skills in both oral and written format.

Proven ability to manage, track and report on process(s) outcomes.

Strong analytical and problem-solving skills.

Ability to determine criticality and priority based on facts at hand.

Knowledge and experience in managing a Change Management process as well as overseeing the Change Advisory Board activities.

Flexible the ability to adapt to changes in demands, priority and timelines.