Service Management Advisor

Responsibilities

• Drive the end-to-end deployment of ITOM Visibility, including robust Discovery and automated Service Mapping to define business service dependencies
• Act as the technical authority for the Identification and Reconciliation Engine (IRE). You will define data source precedence and maintain high-integrity data in a multi-source CMDB environment
• Champion the adoption of CSDM 4.0 standards, ensuring all technical assets are accurately mapped to business services and application portfolios
• Partner with Incident, Change, and Major Incident management teams to provide real-time impact analysis, reducing MTTR through dependency visualization
• Collaborate with ITOM and functional teams, including Application Portfolio Management (APM) and Asset Management (SAM/HAM), ensuring data consistency across all platforms
• Perform configuration audits to check that the physical IT inventory is consistent with the asset and CMDB and initiate necessary corrective action
• Maintain traceability of all current and historical data relative to each configuration item throughout its life cycle
• Identify and implement opportunities to better govern inventory and CMDB processes through continual service improvement
• Ensure configuration management processes, workflows, and activities are documented and followed
• Perform data entry to populate non-discoverable software and hardware CI data in the ITSM CMDB
• Engage and work with field resources and IT service delivery teams to identify and then collect missing Configuration Item (CI) information
• Provide ad-hoc reports for Configuration Items

Qualifications

• Generally requires a Bachelor's degree and 5 years of related experience, a Master's degree and 3 years of related experience, or 8 years of related experience and no degree.
• Degree in computer science, information technology, engineering, system analysis or a related study, or equivalent experience
• 5+ years’ experience in ServiceNow platform administration or architecture, with a specific focus on CMDB/ITOM suite
• ITIL v4 certification required
• Knowledge of Information Technology principles and processes
• Understanding of Discovery patterns, JavaScript, and JSON
• Proven success in configuring IRE rules and Service Graph Connectors is preferred
• Understanding of IT standards and controls
• Demonstrated ability to execute top-down service mapping to provide visibility into application traffic patterns and infrastructure dependencies
• Excellent analytical, planning, organizational and technical and skills
• Excellent written and verbal communication skills
• Specific experience in process optimization in a technology environment
• Exposure to multiple, diverse technologies, platforms, and processing environments
• Good understanding of strategic and emerging technology trends, and the practical application of existing and emerging technologies to new and evolving business and operating models
• Experience working in healthcare is required
• Experience developing internal and external relationships
• Experience delivering presentations to leadership, customer and technical audiences