ServiceNow Engineer (CMDB)

Position Summary

Join Parker Hannifin's Digital & IT Team located at our Global Headquarters in the suburbs of Cleveland, Ohio! We are actively looking for team members to join our Digital & IT team! A career at Parker offers a meaningful sense of accomplishment and boundless potential for professional and personal growth. You will work alongside the brightest minds in the world to develop innovative technology and products and contribute to our company's goal of solving the world's greatest engineering challenges. Through Parker's social responsibility programs, you will have opportunities to give back to the community and make a difference in the lives of others. We offer a competitive total rewards package, hybrid work 4:1 schedule, and a vibrant work campus with many amenities.

Position Summary:

The Digital IT Technical Specialist (Level 1) is responsible for the implementation and support of highly secure and resilient information technology solutions and is considered a subject matter expert. Accountable for delivery of technical systems/solutions, plus the architecture and documentation within their area of technical expertise, supporting enterprise and global environments while focused on continuous improvement in support of the IT strategic vision and roadmap.

We are seeking a skilled and experienced ServiceNow ServiceNow Engineer (CMDB) engineer to join our team. The ServiceNow Engineer (CMDB) 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.

This position Does Not Have Direct Reports

Responsibilities

Key Responsibilities, but not limited to:

• CMDB Strategy and Governance:
  • Develop and implement a comprehensive CMDB strategy aligned with organizational goals and ITIL best practices.
  • Establish governance policies and procedures to ensure data accuracy, integrity, and security within the CMDB.
• Configuration Item (CI) Identification and Control:
  • Define and maintain the CI identification and naming conventions.
  • Establish processes for capturing, documenting, and controlling CIs throughout their lifecycle.
• Data Population and Maintenance:
  • Lead efforts to populate the CMDB with accurate and complete data from various sources, including discovery tools, manual inputs, and integration with other IT systems.
  • Implement automated processes for regular data updates, validation, and reconciliation to maintain data accuracy and consistency.
• Relationship Mapping:
  • Define and manage the relationships between CIs to accurately represent dependencies and associations within the IT environment.
  • Ensure that relationship mappings are maintained and updated to reflect changes in the infrastructure and service landscape.
• Integration and Interoperability:
  • Collaborate with other IT teams to integrate the CMDB with relevant systems and tools, such as incident management, change management, and asset management.
  • Ensure interoperability between the CMDB and other ITSM (IT Service Management) processes to support holistic service delivery and management.
• Continuous Improvement:
  • Monitor CMDB performance and usage metrics to identify areas for improvement.
  • Drive initiatives to enhance CMDB capabilities, usability, and data quality through process optimization, tool enhancements, and user training.
• Stakeholder Communication and Training:
  • Act as a primary point of contact for CMDB-related inquiries and support requests.
  • Provide training and guidance to IT staff and stakeholders on CMDB processes, best practices, and usage guidelines.
  • Work with IT and business stakeholders to gather requirements, understand their needs, and provide accurate configuration data to support ITSM processes.
• Reporting and Metrics:
  • Develop and maintain dashboards and reports to provide insights into the health and status of the CMDB.
  • Monitor and report on key performance indicators (KPIs) related to CMDB accuracy and effectiveness.
• Data Integrity and Quality:
  • Ensure regular audits and reconciliation of the CMDB to maintain data integrity and consistency.
  • Collaborate with IT teams to identify and resolve discrepancies in configuration data.
• CMDB Management:
  • Oversee the daily operations and maintenance of the CMDB, ensuring data accuracy, completeness, and reliability.
  • Develop and implement policies, procedures, and standards for CMDB management and data governance.

Qualifications

Required Skills and Qualifications:

• Education: A bachelor's degree in a relevant field (e.g., IT, Computer Science), or equivalent work experience.
• Five or more years' experience in Information Technology.
• Excellent written and verbal communication and collaboration skills.
• Ability to maintain professional and strong relationships with business partners, contactors, and stakeholders.
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications are preferred. Additional certifications such as IT Service Management (ITSM) and IT Operations Management (ITOM) are a plus.
• Proven experience as a ServiceNow Engineer, with a strong track record of designing and implementing complex ServiceNow solutions.
• In-depth knowledge of ServiceNow capabilities, including modules like Incident Management, Change Management, Problem Management, Asset Management, CMDB, and more.
• Strong understanding of ITIL best practices and their implementation within ServiceNow.
• Experience in security best practices and compliancy requirements for area of expertise.
• Proficiency in JavaScript, XML, HTML, and CSS for ServiceNow development.
• Experience with ServiceNow integrations using REST, SOAP, and other relevant technologies.
• Strong analytical and problem-solving abilities with a keen attention to detail.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Demonstrate Agile methodologies and can apply those processes to everyday work

Equal Employment Opportunity

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

("Minority / Female / Disability / Veteran / VEVRAA Federal Contractor")

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov) and Genetic Information Discrimination

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