CMDB Change Management Analyst SLP ndash25554 Location DALLAS, TX Duration 18 Months Job Responsibilities Expectations of Contractor The SPA supports our process of configuration identification, status accounting, configuration change management, verification and audit. The SPA will also plan, manage and control product baselines, while playing a role in performing all technical activities related to the management of the CMDB. The SPA will perform operational duties by contributing information and analysis to strategic plans and reviews preparing and completing action plans implementing production, productivity, quality, and customer-service standards identifying and resolving problems completing audits determining system improvements and implementing their change. Under general supervision, the SPA will also manage technical functions including review and documentation of data sources and dependencies. The SPA will develop, implement, and improve training and education on CCM related topics. Lastly, the SPA will understand and maintain the position of Change and Configuration Management in the ITIL framework at the client including its relation to key business drivers. The candidate should have a broad general knowledge of technology infrastructure and components and understand how they fit together at a high level. This high level knowledge is key to being able to build the Business Service map models and relationships. This role will be for a Senior Projects Analyst (SPA) in Service Management supporting the CMDB and Change Management development pod. This position will require a mesh of Service Now Development, understanding of the CMDB and extensive knowledge of the Change Management Process. The ideal candidate needs to have a strong background in managing CMDBs and managing an efficient Change Management process and will be responsible for requirements analysis, development (to include JScript for classifiers, scripting and Service Mapping Patterns). The candidate should also have strong communication skills and experience writing, analyzing and delivering Agile stories. Strong Agile story writing skills and Service Now Developer certification a bonus. The Analyst should have practical experience in integrations with other Configuration Item sources of record and an understanding of how they interact with our environment and the other Process disciplines. Required Skills Contain a solid understanding of Configuration and Change Management (CCM) practices and principles. Ability to readwrite Service Now scripts and patterns (JScript, JSON). Must be able to drive storiesprojects from concept to completion. Strong troubleshooting skills (puzzle solver) and the ability to diagnose and troubleshoot integration issues and errors. Strong discovery troubleshooting skills related to schedules, environments, UnixLinux commands, SNMPOID and WMI protocol queries. Must have hands on Change and Configuration Management experience in varied complex applications and database architectures. Strong understanding of infrastructure architecture and the ability to support Service Management architects. Experience with SAFe and Agile targeted development environments. Must be able to effectively manage simultaneous tasks on several projects with independent deadlines and deliverables. Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner. Strong oral and written communication to stakeholders, project team and program personnel. Bachelorrsquos degree from an accredited college in a related discipline, or equivalent experiencecombined education Five years technical and related experience in the field. Understanding of how CMDB interactimpacts other process areas. ITIL Foundations Certified Proficient with Microsoft suite of products including, Word, Excel, Access, Outlook, Visio. Ability to demonstrate a positive attitude and ability to work as a member of a team. Position requires self-motivation and the ability to work effectively under a minimum of supervision. Familiarity with one or more CMDB solutions. (Service Now, BMC, etc.). Familiarity with Change processes and procedures and how it interacts with other Processes. 2+ yearsrsquo experience in Service Now Preferred Skills (skills that would be beneficial but are not required) 2+ yearsrsquo experience in relational database Advanced ITIL Certifications A diverse technology background and applicable skills to leverage in building and enhancing the quality of the CMDB Experience and knowledge with Infrastructure and Security components. Experience with SNMP (traps, MIBs, OID, etc.), WMI (Powershell scripting) and SSH (SudoPrivate Keys) protocols. SQL, Jscript, Regex, JQuery Familiarity with the Service Now Asset model, syncing and scripting. Additional expectations of the role include Take primary responsibility for the Service Management review presentation for the Change Management Team. Work with other analysts to generate the data and build the presentation for the review. Help build the roadmap for the Change Management strategy and direction. Help put together the plan do deliver the defined strategy. Provide CM oversight to verify that systems perform as intended. Identify and document for support its projected life cycle. Facilitate orderly management of system information and system changes. When necessary revise capabilities, improve performance, and enhance reliability. Work to extend the life of information, reduce operating cost, reduce risk and liability, and correct defects. Work to establish and maintain KPIs for the Configuration Management domain. Work with the consumers of the CMDB (Infrastructure, Application Support, other Service Management domains, etc.hellip) to enhance the CMDB to better serve their needs and enhance ease of use. Support and testing of new ServiceNow application releases. This will also, on occasion, require after hoursweekend testing, post-release. Perform other duties as assigned.