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IT Service Management Lead

1 week ago

Mississauga, Ontario, Canada Global Technical Talent Full time

Job Title: IT Service Management Lead

About Global Technical Talent:

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces.

We are seeking a skilled CMDB/Asset Management Lead to join our team. This role will be responsible for managing the IT assets within the organization and ensuring that the data about these assets is accurate and useful.

  • This role works in the Business Information Security Operations & IT Compliance Group.
  • The CMDB/Asset Management Lead will have responsibilities in building and executing the CMDB Strategy for the enterprise, through compliance to processes, procedures, and policies, aligned with the ServiceNow CSDM framework, ITIL framework, and ISO/IEC compliance standards.

"Key Responsibilities"

  • Define the CMDB scope and objectives, ensuring alignment with business-driven products and services
  • Design and implement the CMDB structure and processes, leveraging ServiceNow platform
  • Manage the CMDB operations, including recording and maintaining configuration items (CIs) within scope, CMDB/CSDM lifecycle, and CI relationship mappings
  • Provide training and continuous support to CMDB users
  • Ensure integrity and 360-degree coverage of the CMDB/CSDM, performing configuration audits and remediation
  • Assist IT Service Management (ITSM) Process Managers with audits and report generation
  • Promote CMDB as a single source of truth for ITSM processes and IT operations
  • Provide direction to the CMDB team for all aspects of CMDB operations
  • Provide technical leadership in building ServiceNow-based solutions for discovering, managing CIs, and creating service maps
  • Develop clear and concise documentation regarding the Discovery Process and Schedules, updating as needed
  • Be an active stakeholder in adjacent ITIL practices: Incident, Problem, Change, Documentation, BISO
  • Be an active stakeholder in vendor, risk, and vulnerability management practices

Requirements:

  • 10+ years of experience in IT, including building and managing discovery and service mapping solutions on the ServiceNow platform
  • ServiceNow certification - CSA, CIS, Discovery fundamental would be an asset
  • ITIL 4 certification an asset.
  • Bachelor's Degree in Technical, Computer Science, Engineering, Technology, or Computer Engineering or equivalent.
  • A master's Degree in Technical, Computer Science, Engineering, Technology, or Computer Engineering would be an asset.
  • Experience with Asset and Configuration Management processes, procedures, and Service Management processes.
  • Hands-on experience with Asset / CMDB tools
  • Experience identifying, investigating, and resolving Discovery issues with working knowledge of Cloud or on-prem infrastructure, i.e., AWS, Azure, VMware, UNIX, Windows, and various network infrastructure
  • In-depth knowledge of networking, including TCP/IP ports and firewalls, network protocols, IP networks, subnetting, network devices, and virtualization environments configurations, i.e., Hyper-V, VMware.
  • In-depth knowledge of the ServiceNow reconciliation process and identifying the frameworks related to ServiceNow mapping.
  • In-depth knowledge of ServiceNow discovery patterns and scripts, especially PowerShell and JavaScript.