The Opportunity:

The Solutions architect – ServiceNow is responsible for overseeing the strategic planning, implementation, and management of the ServiceNow Configuration Management Database (CMDB) and Common Service Data Model (CSDM). This role requires a deep understanding of IT Service Management (ITSM) processes, data governance, and the ability to drive cross-functional collaboration to ensure the CMDB and CSDM strategy are effectively integrated and utilized across the organization.

Main Responsibilities:

• • Data Integrity and Quality Assurance (25%): Ensure the accuracy and consistency of data within the CMDB/CSDM.
  • Team Leadership (20%): Lead and mentor a team of CMDB managers and administrators.
  • Service Dependency Management (15%): Define and manage service dependencies and relationships.
  • Strategy Development and Execution (15%): Develop and execute a comprehensive strategy for the implementation and management of CMDB/CSDM. Stakeholder Collaboration (10%): Collaborate with IT and business stakeholders to align CMDB/CSDM with organizational needs.
  • Governance and Policy Enforcement (10%): Enforce governance policies and procedures to ensure compliance and data integrity.
  • Process Improvement (5%): Identify and implement improvements to CMDB/CSDM processes.
  • Industry Trends and Advancements (5%): Stay current with industry trends and advancements in CMDB and CSDM evolution, incorporating relevant updates into the organization’s strategy.

Decision-Making Authority:

• • The candidate will lead the CMDB/CSDM strategy for ServiceNow.
  • The candidate will lead an operations team consisting of a CMDB manager, administrators, and analysts.
  • The candidate will organize the program portfolio of CMDB/CSDM-related activities, strategic initiatives, and project dependencies.
  • Approve changes to CMDB/CSDM processes and data models.
  • Make decisions on tool configurations and customizations.
  • Authorize data quality and integrity initiatives.

Financial Accountability:

• • Ensure cost-effective use of resources and tools.

Key Accountability Deliverables:

• • Lead CMDB/CSDM strategy for ServiceNow.
  • Effective team performance and development.
  • Successful implementation of process improvements.
  • High stakeholder satisfaction with CMDB/CSDM services.
  • Enhanced functionality and value of the CMDB and CSDM.

Experience and Education:

Minimum Education:

• • Bachelor’s degree in computer science, Business Administration, or another discipline relevant to the healthcare industry.

Experience:

• • 10+ years of experience within IT, with a demonstrated understanding of IT projects and application management and strategies in a quality and regulated environment.
  • Extensive experience with ServiceNow CMDB and CSDM, including design, configuration, and deployment.
  • Proven success in presenting complex information to senior leaders in an organization.
  • Ability to develop and forge strong relationships and build consensus among competing stakeholders, and the ability to interact and conduct strategic discussions with multiple infrastructure support leaders, business process teams, and IT stakeholders.
  • Strong work ethic and passion for driving results.
  • Strong understanding of ITIL framework and ITSM processes.

Preferred Skills:

• • Enterprise understanding of ServiceNow is preferred.
  • Knowledge of quality processes/validation processes.
  • SDLC knowledge.
  • Excellent written and verbal communication skills.