Manager, ServiceNow ITOM Specialist

Job Summary:

We are seeking a highly skilled ServiceNow ITOM Specialist to join our team. The successful candidate will be responsible for technical, ServiceNow-focused, ITOM work as well as direct and indirect management of people and projects.

This is a remote role that requires working with different teams providing Discovery, CMDB and Service Mapping support. Responsibilities:

• Technical, ServiceNow-focused, ITOM work using Discovery, CMDB, Event Management, Service Mapping and Business Continuity Management (BCM) modules
• Maintain Discovery, Agent Client Collector, and Service Graph Connectors
• Support health of CMDB using dashboards, workspaces and development of patterns
• Create application Service Maps
• Build ServiceNow Event Management rules and sub-flows for alert processing from various monitoring sources
• Develop workflows to support automation and other integrations
• Direct and indirect management of people and projects
• Work with Problem Management team in resolving monitoring gaps and implementing corrective actions identified from major outage reviews
• Work with Infrastructure and Application teams to develop and maintain Disaster Recovery plans
• Plan and conduct functional and table-top Disaster Recovery exercises to validate recovery strategies and test Disaster Recovery plans
• Develop action plans to remediate findings in Disaster Recovery exercises, and work with the appropriate teams to ensure execution
• Work with Application Owners to onboard new applications into BCM
• Provide support during emergencies, incidents or crises that require the activation of crisis, recovery or continuity plans Qualifications:
• Experienced ITOM Practitioner with strong technical/troubleshooting skills
• Project management experience leading medium to large IT projects
• 3-5 years' experience in System Engineering
• Knowledge and ability in Server Administration across OS Platforms
• Understanding of Active Directory and Domains
• General knowledge of IT infrastructure topology including typical application, server, and networking configurations
• Ability to discuss credentials, troubleshoot permissions issues, discuss and troubleshoot network connectivity
• 3-5 years of functional experience with ServiceNow
• Specific CMDB, Discovery, Event Management, and Service Mapping experience is required
• Deep understanding of discovery and ability to analyze logs and patterns
• In-depth knowledge of CMDB and integration with other modules and third-party systems
• Ability to comprehend, modify and create scripts using PowerShell
• Understanding of Regex, XML and JSON
• Experience with Disaster Recovery procedures a plus
• 3-5 years of management experience desired Key Attributes for Success:
• Ability to lead in a collaborative team environment
• Ability to analyze and document technical issues, problem resolution and perform root cause analysis
• Ability to drive change
• Exhibit strong analytical, conceptual thinking, strategic-planning and execution skills
• Ability to communicate clearly across multiple audiences