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Nielsen
Senior ServiceNow/CMDB Developer and Administrator
Posted 4 months ago
Full-time •Bengaluru, Karnataka, India
We are looking for an experienced Senior ServiceNow/CMDB Developer andAdministrator to join our global IT team at Nielsen. In this role, you will work closely with business and IT stakeholders to understand requirements and design, configure, develop, implement, maintain and optimize Nielsen's ServiceNow platform and related modules. You will also be responsible for the CMDB/Discovery module administration, design, development, governance, process definition and stakeholder awareness/training ensuring asset data accuracy, integrity and completeness. If you have solid ServiceNow & CMDB development experience, scripting skills, and a passion for implementing ITSM best practices, we want to hear from you!
ResponsibilitiesCollaboration: Collaborate with cross-functional teams including Infrastructure, security, business, vendors, and other stakeholders to identify opportunities for process improvement and innovation, gather business requirements and translate them into technical designs and process workflows in ServiceNow
Implementation: Design, build and deploy ServiceNow solutions, including
custom applications, workflows, forms, scripts, features, and enhancements using ServiceNow development and industry best practices
Integration: Integrate ServiceNow with other systems and applications to streamline data exchange and improve operational efficiency
Support: Troubleshoot, triage and resolve incidents, problems, requests, changes, events logged in ServiceNow across all ServiceNow modules and custom applications related to functionality, performance, integrations, etc. providing timely support and guidance to stakeholders
Reporting: Create and optimize reports, dashboards, KPIs to track volumes, trends, SLAs and other metrics
System Administration: Perform system administration tasks - manage users, access controls, implement upgrades, maintain data integrity
Maintenance: Manage and drive ServiceNow upgrades by creating and executing the upgrade plan, including testing, defect tracking and resolution by coordinating with stakeholders
Agile Release Management: Managing team work using Agile methodology with backlog management, sprint planning, scrum calls/daily sync, etc.,
Documentation: Create and maintain comprehensive documentation, including technical specifications, configuration guides, standard operating procedures and runbooks
Training and Mentoring: Provide training and guidance to junior team members on ServiceNow development best practices, CMDB administration, and related items
CMDB Management: Oversee and be the CMDB module owner by defining processes and best practices to ensure asset data ownership, relationships, completeness and accuracy, implementing said processes and governance of the same, providing training and awareness
Management, triage and resolution of automated asset discovery from various sources
Ensure CMDB health by implementing governance policies, procedures and alerts to stakeholders and asset owners
Provide timely support to asset owners to address and resolve requests, issues
Build and report CMDB metrics and KPI to stakeholders and leadership
Oversee ServiceNow platform as a whole - continuously identify opportunities for process and system optimization, implement automation where possible
Oversee and take ownership of the CMDB module to ensure asset data accuracy, ownership and completeness
Manage CMDB data, perform CI mapping, and ensure integrity of CI relationships
QualificationsBachelor's degree in Computer Science, Information Systems or related field 5+ years of hands-on ServiceNow development and administration experience
Certified System Administrator and Certified Application Developer certificationsExcellent knowledge of ServiceNow modules - ITSM, Incident, Problem, Change,Request, Knowledge, CMDB, Discovery, HR, SPM, SecOps, ITOM, etcExperience with JavaScript, HTML, CSS, AngularJS, REST API, JSONExcellent troubleshooting and analytical skillsStrong communication skills with the ability to translate technical concepts to non-technical stakeholders and ability to interact with global teams
Collaborative mindset with the ability to work effectively in a team environment, as well as independently with minimal supervision
Ability to adapt to changing priorities and business needs in a fast-paced, dynamic environment
Fluency in reading, writing and speaking English
