Overview:

Serves as an advanced technologist within ServiceNow Configuration Management Database (CMDB). Responsibilities for diagnosing and isolating incidents, developing technical documentation, facilitating projects across the CMDB stakeholders ensuring the accuracy of configuration data.

Primary Responsibilities:

• Managing the day-to-day activities of the Configuration Management (CM) process, including establishing priorities and work assignments
• Manage CM operational incident and request queues and ensure service level agreements (SLAs) are met.
• Tracking compliance to policies and procedures and resolving or escalating any non-compliance issues
• Facilitating and performing CM audits as needed
• Facilitating communication and engaging business and IT management to encourage CM efforts and value propositions
• Engaging with strategic projects to ensure configuration management can deliver the required CMS functionality within project timeframes
• Mentoring the organization of CM services, concepts, policies, and procedures. Mentoring and helping direct configuration management specialists
• Participating in the configuration control board (CCB) and enacting changes as directed
• Providing requirements, use cases, user stories, etc. to support new or improving CMS functionality
• Reviewing and approving all requests for the administrator log on credentials and access rights to the CMS infrastructure
• Overseeing the design, coding, and testing of reports as needed
• Collecting and reporting on metrics as required
• Identifying service improvement opportunities
• Develop a thorough understanding of technology and its functions, processes and operations. Remain current on business and market trends that may affect the Department and business lines.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• ServiceNow Discovery & Service Mapping

o   Administer and maintain ServiceNow Discovery infrastructure, Configure and optimize Discovery Schedules, MID Servers, Discovery Patterns, Credentials, Cloud Discovery, Monitor Discovery performance and troubleshoot failures.

o   Expand Discovery coverage across Servers, Network Devices, Databases, Cloud Resources, Containers, Applications

o   Lead Service Mapping initiatives to improve business service visibility and impact analysis.

o   Collaborate with infrastructure and application teams to validate discovered relationships.

·       Maintain CMDB health, integrity, and compliance with enterprise governance standards.

·       Monitor and improve CMDB Health KPIs including:

o   Completeness

o   Correctness

o   Compliance

• Complete other related duties as assigned.
  

Education and Experience Required:

Combined minimum of 6 years’ higher education and/or work experience in systems design, management and/or architecture.

Education and Experience Preferred:

Bachelor’s degree in Computer Science or Computer Engineering

Minimum 6 years’ professional experience in a technical engineering position involving infrastructure design technologies, data management and interchange, process design and/or development for complex applications

• Ability to translate complex business and functional requirements into structured high-quality implementations using any variety of industry standard approaches
• Advanced technical and analytical skills
• Advanced problem solving and troubleshooting skills
• Advanced knowledge and advanced expertise in industry and/or vendor technologies
• Able to solicit, gather, document, and analyze system specification and requirements
• Ability to work independently and collaboratively with others in team environment
• Ability to use effective facilitation skills and techniques to elicit and review requirements from a diverse range of stakeholders and group size
• Understanding of how supported technologies interact with other systems and services  
• Excellent written and verbal communication skills
• Effective influencing skills
• Process-oriented, adaptable, logical thinker
• Strong knowledge of server/client and virtual technologies
• Able to learn quickly in a rapid pace environment
• Knowledge of JavaScript and/or Python a plus
• ServiceNow Configuration Management experience
• ServiceNow HAM, SAM, ITSM, ITIL, and Discovery experience a plus

Location