Manager, Configuration Management - ServiceNow

Location
Sleepy Hollow, NY, United States
Posted
Sep 24, 2019
Ref
17674BR
Required Education
Bachelors Degree
Position Type
Full time
Known for its scientific and operational excellence, Regeneron is a leading science-based biopharmaceutical company that discovers, invents, develops, manufactures, and commercializes medicines for the treatment of serious medical conditions. Regeneron commercializes medicines for eye diseases, high LDL-cholesterol, atopic dermatitis and a rare inflammatory condition and has product candidates in development in other areas of high unmet medical need, including rheumatoid arthritis, asthma, pain, cancer and infectious diseases.

Summary:
The ServiceNow Configuration Manager position will be responsible for defining, implementing, configuring and maintaining the ServiceNow CMDB (Configuration Management Database). Build and support all processes, work instructions and activities to improve and advance our CMDB, Discovery, and Business Service Mapping across the organization. The candidate will build and map the required relationships to ITSM processes as well as Business Services for proper impact assessments on changes and tracking/measuring Service Availability. This will be done in compliance with the information technology infrastructure library (ITIL) V3 framework. The candidate will maintain precise documentation and accurate usage of the CMDB. He or she will drive the standards for standardized registration of all configuration items (CIs); the appropriate level of attributes, and relationships required to support IT Service Management and Enterprise. In this role, the candidate will facilitate positive outcomes for the implementation and communication of process best practice, that will help enable IT Services.

Responsibilities:

• Defines, designs, and develops the standard Configuration management processes, dashboards and reports for various level of IT leadership and staff

• Review the data being populated into the CMDB and act as a owner of the CMDB

• Coordinates with IT and business partners on all configuration management related matters and responds to related questions

• Provides formal training, just-in-time coaching/mentoring and updates FAQs to ensure consistent process execution across IT/Business support teams.

• Proactively seeks out and provides input to technology and process improvements for Configuration Management

• Participates and provides evidence in internal and external configuration management audit activities.

• Provides input into policy development and changes for their area of expertise.

• Maintains the CMDB accuracy through automated discovery tuning, and mapping to Business Services via Service Mapping

• Partners with IT Service Management technology service providers and process owners to maintain CMDB classification schemes, CI relationships, and CI data enrichment, DB relationships

• Collaborates with other ITSM process owners to establish well-defined relationships between the CMDB and other process areas

• Promptly resolves process and technology related incidents, problems, and requests related to configuration management

• Designs, implements, configures and maintains all CMDB (Configuration Management Database) processes, work instructions and activities in compliance with the information technology infrastructure library (ITIL) V3 framework

• Writes clear, concise, and accurate process documentation (i.e., knowledge article, functional design/requirements, policy, and procedures)

• Develops and maintains precise process documentation and accurate usage of the CMDB

• Maintain the integrity of the ServiceNow CMDB, the database CSDM, and automated CI discovery tools across production and non-production environments

• Work with Application/network SMEs to validate CMDB for critical applications.

• Further the development and enhancement of the ServiceNow CMDB, Discovery and SAM databases for defined business applications, edit and create discovery patterns, trouble-shooting process discovery and errors establishing successful CMDB and ITAM databases, care and clean up of the data residing inside the CMDB and ITAM Database

• Perform day to day administration of the Discovery tool and other CMDB propagation tools, including mapping additional defined hardware/software into the tool and updating discovery configurations for deeper network penetration

• Work with functional SMEs to maintain the quality and quantity of the Configuration Items, and related asset records through their complete CMDB and Asset lifecycles.

• Work with process owners/SMEs/Network Architects to understand and improve the process requirements related to the capture of configuration data and develop technical specifications and solutions

• Work with system managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information.

• Collaborate with Infrastructure Architects to understand IT technology strategy that guide which requirements need to be gathered

• Ongoing, provides guidance and training to the ServiceNow team and directs their activities in maintaining and growing the CMDB

• Strong analytic and problem-solving skills

• Minimizes organizational cost through product standardization and tracking.

• Dealing with deadlines effectively

• Configuration Manager must be strong nerved and able to respond positively even in most adverse scenarios

• Strong verbal, written and interpersonal communication skills

• Good understanding of the overall IT infrastructure

• Possess excellent organizational skills

• Develop CMDB dashboards

Requirements:
Education

• Bachelor's degree in the field of computer science, information systems, or computer engineering.

Experience:

• 5+ years of experience as a ServiceNow Configuration Manager

• Expert level of development and administration in ServiceNow

• Extensive experience with CMDB, Discovery, Change Management and all supported ITSM processes

• Proven successful oversight of ServiceNow Platform

• Ability to work with global teams and utilize global best practices for service delivery.

• Excellent communication skills with strong presentation and facilitation skills

• Demonstrated ability to influence and consult, while providing thought leadership to stakeholders

• Strong interpersonal skills, customer-centric attitude

• Proven team player
Preferred:

• ITIL v3 Foundation Certifications

• Strong knowledge of network equipment and architecture.

• Experience working with vCenter, SCCM, Qualys, SolarWinds, and/or other monitoring tools.

• Advanced ServiceNow Administration and Scripting course completion

• Experience with ServiceNow Event Management module

• Experience with ServiceNow Asset Management/SAM module
Exceptional customer service orientation. This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time.

#I-EG2
#dice

This is an opportunity to join our select team that is already leading the way in the Pharmaceutical/Biotech industry. Apply today and learn more about Regeneron's unwavering commitment to combining good science & good business.

To all agencies: Please, no phone calls or emails to any employee of Regeneron about this opening. All resumes submitted by search firms/employment agencies to any employee at Regeneron via-email, the internet or in any form and/or method will be deemed the sole property of Regeneron, unless such search firms/employment agencies were engaged by Regeneron for this position and a valid agreement with Regeneron is in place. In the event a candidate who was submitted outside of the Regeneron agency engagement process is hired, no fee or payment of any kind will be paid.

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.