CMDB Analyst

 

CMDB Analyst

Job Purpose

• The Configuration and Discovery Analysts are responsible for loading and maintaining data held in the CMDB (Configuration Management database) and lead the manipulation of Configuration Data in preparation for loading into CMDB associated with Normalization and Cleansing Configuration Data.     
• Supporting and development of Pearson’s ServiceNow environment as part of the ServiceNow Operations team. A strong focus on keeping to and enforcing standard processes whilst delivering quality customer service.

Key Responsibilities and Measures

• Working with the ServiceNow CMDB Lead to:
  • Assist in the planning of Configuration Management Databases and activities
  • Identification of Configuration Items and Relationships
  • Support control of Configuration Item information and support perform status accounting
  • Support verification and audit of Configuration Management Databases
  • Provide reports relating to Configuration Management quality and operations
  • Maintain quality of CI information entered into the CMDB
  • Manage and Maintain the configuration and scheduling of discovery tools and discovery jobs across the Pearson IT Operations estate
  • Install and Deploy discovery and Install discovery agents /set up discovery credentials in different environments
  • Write custom discovery probes and sensors for detecting new software models during discovery
  • Collect information about the current state of CIs
  • Receive and obtain announcements of significant changes in the state or condition of CIs
  • Respond to requests for CI changes and updates from Change Management
  • Provide CI information upon request in a controlled manner

 

• Be a contributing member to the ServiceNow Operations team:
  • Supporting the various Pearson business units by resolving incidents, changes, problems and requests raised for ServiceNow and associated customized products.
  • Enhancing the environment by working together with the wider development team working in agile methodology.
  • Day to day support for existing features and functionality
  • Manage operational escalations to ServiceNow via the HI customer portal.
  • Key part of the team to provide platform wide activities such as regular version upgrades and cloning.
  • Proactive monitoring to improve system performance.
  • Proactive knowledge gain of new the features and modules in ServiceNow.

Outcomes

• Stable ServiceNow environment

• A CMDB that is accurate and auditable
• Incidents, changes, requests and problems resolved in a timely manner.
• Successful enhancements deployed to the production environment.
• KPI reporting.

 

Requirements & Qualifications

1.     Essential skills, qualifications and experience

• Working  knowledge of the Configuration Management process
• Working knowledge of the Incident, Problem and  Change management processes
• Data Analysis skills manipulating Configuration Data in CSV and Database skills
• Ability to handle Discovery tools - manual and automated
• Experience with JavaScript and XML

 

2.     Desirable skills, qualifications and experience

• Degree in Computer Science or related field preferred
• ITIL Foundation v3
• Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
• Experience with ServiceNow, ServiceNow Discovery tools, ITIL & general ITSM

 

3.     Key Attributes

• Always Learning
• Customer Focused
• Flexible Approach
• Strong analytical & problem solving abilities
• A team player
• Ability to consistently meet deadlines
• Respected and trusted by peers
• Proactive and ability to work on own initiative

Please go to the following link and submit your CV:http://pearsonlankavacancies.peopleshr.com/