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System/Software Technician 2 - R00007999
Ref No.: 18-03537
Location: Franklin, Tennessee
Start Date / End Date: 06/25/2018 to 06/30/2019
Requisition Description

Engagement Type: Contract

Short Description: System/Software Technician 2 - Bachelor's degree and 5+ years of experience - No Driving Required.


Complete Description:

Candidate will serve as the ITSM program expert on the data, data definitions, data quality, and reporting contained in the instantiation of Nissan's IT service management system (ServiceNow).
Candidate will leverage knowledge of ServiceNow data to identify, analyze and recommend data integrations between ServiceNow and other IT management systems, as well as processes to keep data current/accurate.
Roles and Responsibilities:

Specific assignments may include:

Provide day-to-day analytical support independently and as part of a team to identify, understand, and extract data from ServiceNow and other related ITSM systems (e.g., SolarWinds, Riverbed ARX, Apptio, etc.)
Develop, execute, integrate, and maintain plans and processes to improve data collection, data quality, data completeness and data integration in ServiceNow and related ITSM systems.
Develop and distribute program progress reports, system data quality reports and other materials as needed.
Schedule meetings to support the quality and completeness of data in ServiceNow, record and post meeting records and actions, and manage to expected due dates.
Perform correlation of tabular statistical information, compile data/information validation, satisfaction analysis, and develop quantifiable information on assigned tasks.
Provide status reports on assigned work including building slide presentations and briefings.
Candidate will be responsible for editing, proofreading and providing writing support on non-technical and technical documents or sections of documents.
Requirements:

A qualified candidate should possess following technical/analytical, and collaborative skill set

Bachelor's degree and 5+ years of experience
Strong focus on CMDB data quality, completeness and integrity.
Data or solution architecture experience, including all operational processes that integrate with the CMDB
Understanding of the ServiceNow CMDB Physical and Logical data model design, including Class Hierarchy, Identification, Reconciliation, Normalization, and Model Management
CMDB integration and federation to external data sources (ex. Workday, SAP, Hyperion, Fusion Risk Mgmt., etc.)
Background in IT Service Management processes and solutions,
Hands on experience with ServiceNow (Discovery, Service Mapping, Data Importing, Business Services)
Experience with discovery and hardware/software asset tools other than ServiceNow
Experience with cost transparency, business financial management a plus
Experience with enterprise architecture, application portfolio management
Expertise across the breadth of the ServiceNow platform.
Capability for developing and maintaining technical requirements
In addition to the CMDB; specific experience with ServiceNow modules;
Incident Management
Problem Management
Change Management
Knowledge v3
Request Fulfillment and Workflow,
Software Asset Management
Collaborative

Ability to write clearly and communicate information and ideas. Excellent verbal and written communication skills and the ability to interact professionally with diverse groups and levels.
Ability to listen and appreciate different points of views, and take inputs from all stakeholders and come up with solutions, recommendations, and decisions that are at the best interest of Nissan
Others

Be able to work flexible hours and occasionally over weekends
Some travel may be required


Behavior Characteristics:
Candidate will serve as the ITSM program expert on the data, data definitions, data quality, and reporting contained in the instantiation of Nissan's IT service management system (ServiceNow).



Required / Desired Skills
Skill Required / Desired Amount of Experience
Bachelor's degree and 5+ years of experience. Required    
Strong focus on CMDB data quality, completeness and integrity. Required    
Data or solution architecture experience, including all operational processes that integrate with the CMDB. Required    
Understanding of the ServiceNow CMDB Physical and Logical data model design including Class Hierarchy, Reconciliation and Model Management. Required    
CMDB integration and federation to external data sources (ex. Workday, SAP, Hyperion, Fusion Risk Mgmt., etc.). Required    
Background in IT Service Management processes and solutions, Required    
Hands on experience with ServiceNow (Discovery, Service Mapping, Data Importing, Business Services). Required    
Experience with discovery and hardware/software asset tools other than ServiceNow. Required    
Experience with cost transparency, business financial management a plus. Required    
Experience with enterprise architecture, application portfolio management. Required    
Expertise across the breadth of the ServiceNow platform. Required    
Capability for developing and maintaining technical requirements. Required    
In addition to the CMDB; specific experience with ServiceNow modules; Required    
Incident Management, Problem Management, Change Management, Knowledge v3, Request Fulfillment and Workflow, Software Asset Management. Required    
Ability to write clearly and communicate information and ideas. Excellent verbal and written communication skills. Required    
Ability to interact professionally with diverse groups and levels. Required    
Ability to listen and appreciate different points of views, and take inputs from all stakeholders and come up with solutions and recommendations. Required