ITSM ServiceNow Discovery Process Owner

American Electric Power•Columbus, OH

3d•$98,993 - $128,688•Onsite

About The Position

At AEP, we’re more than just an energy company! We’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you! This role serves as an Architect for ServiceNow CMDB/Discovery, focusing on ITIL best practices. The position requires hands-on expertise with integration and data ingestion systems, and process/data flow orchestration implementation. This is accomplished by working with other ITIL Service Operations process owners, Configuration Item data owners, and stakeholders to implement and manage best practices, processes, standards, and policies. The role requires an advanced understanding of ITIL CMDB Management, ServiceNow Discovery, and related processes, as well as methodologies and techniques needed to guide an organization to successfully attain key benefits and overarching goals of IT.

Requirements

Bachelor's degree in computer science, information systems, business or related field of study; Or associate's degree in computer science or related field of study with 2 years of relevant work experience; Or High school diploma/GED with 4 years of relevant work experience.
In addition to any experience required above, 7 years of relevant work experience is required.
Ability to write and optimize JavaScript-based scripts within ServiceNow Discovery to process and populate Configuration Items (CIs).
Strong knowledge of process design, development, and support.
In depth experience managing organizational needs, documenting, and mapping business processes.
Hands-on Experience in CSDM (Common Service Data Model) Implementation & Business Process Architecture & Mapping with Technical and Business Service structure.
Proven experience identifying improvement opportunities through the analysis and creations of process audits.
Progressive experience in managing enterprise-class continual IT process improvement.
Champion quality standards and ensuring compliance across all operational teams.
Workflow and Process development expert.
Extensive process integration knowledge and experience preferred.
Knowledge of business system interactions, infrastructure dependencies, system controls, monitoring associated with service delivery.
Self‐directed and dependable to produce high‐quality work in a timely manner.
Bring strong technical decision‐making skills to the team.
Effectively communicate appropriately through verbal and written channels.

Nice To Haves

4+ years CMDB experience, including ITIL/ITSM and Discovery support.
4+ years’ experience in collaborating with stakeholders to capture ITSM requirements.
4+ years ServiceNow development experience preferred.
Extensive ServiceNow knowledge and experience preferred.
ServiceNow On-Prem experience preferred.
In-depth knowledge and experience with ITSM Service Delivery processes.
Strong leadership skills.
Development Scripting knowledge preferred.

Responsibilities

Support and assist on CMDB processes to align with the organization’s strategic Objectives.
Ensure process design aligns with ITIL framework and follows business and industry methodologies while considering good/best practices.
Assist with configuration and optimization of ServiceNow Discovery.
Troubleshoot and resolve discovery-related errors, including ECC Queue issues and script execution failures.
Ensure all discovery scripts adhere to security and compliance standards, avoiding hardcoded credentials or sensitive data.
Align Discovery outputs with Common Service Data Model (CSDM) and organizational CI taxonomy.
Knowledge of implementation of security requirements for ITSM processes.
Develop and support a Discovery audit process to identify gaps, stale data, or misclassified Cis and develop corrective actions.
Support the development of configuration item lifecycle process.
Deliver artifacts that detail architecture requirements, process design, system integrations definitions, procedures, workflow.
Support and assist CSDM Alignment to ensure CMDB structure aligns with the Common Service Data Model (CSDM) framework.
Support and assists in CMDB remediation through out-of-box ServiceNow tools such as de-duplication, CMDB Health, and IRE.
Needs to have advance knowledge of ServiceNow CMDB; out of the box functionality, interdependence of CMDB with other process and consumer needs of the data from the CMDB.
Strong understanding and direct experience of ServiceNow functionality to include CMDB, Service Level Agreements (SLAs), Discovery and Performance Analytics.
Ability to develop and maintain custom probes, patterns, pre & postscript to support automated discovery of infrastructure components.
Expert analysis, troubleshooting, and verbal and written technical and non-technical communication skills.
Ability to develop high level design requirements addressing the business, infrastructure, security, support, and operational needs of a solution.