ServiceNow Technical Lead - ITOM and CMDB - Manila

Schedule: 6 pm - 3 am MNL (Flexible)

What Application Development & Maintenance brings to Cardinal Health:

Application Development & Maintenance performs configuration or coding to develop, enhance and sustain the organization's software systems in a cross-functional team environment through adherence to established design control processes and good engineering practices.

This includes upgrades and overseeing the design and implementation of all enhancements and project-related transformational changes. Lead CHIP DATA team and collaborate with US team (DATA Developers, Business analysts and clients). The tech lead will also coach and mentor less experienced members of the team.

• Lead Operational Effectiveness: Acts as SME. Responsible for leading team to complete ServiceNow Data Incidents, Defects, and Tasks according to established SLA’s. Performs daily health checks on CMDB, Discovery data including monitoring jobs, data loads and mid servers. Identifying, diagnosing, and resolving data discrepancies and issues within ITOM, applying root cause analysis, and implementing corrective actions.
• Data Integrity and Quality: Performs software installations/upgrades, creation, configuration, and loads data and enforce strict data governance and quality standards within the CMDB, ensuring data integrity and reliability for operational and decision-making processes. Promotes ServiceNow and CMDB best practices and recommends out of the box solutions where appropriate.
• Integration and Development: Leads implementation projects, provides updates on projects and proactively communicates issues that may impact project success. Develops and integrates ServiceNow with external systems to enrich CMDB data, utilizing REST, SOAP APIs, and other web services. Focus on automating data import and synchronization processes to ensure up-to-date information.
• Discovery Configuration: Configures and fine-tunes ServiceNow Discovery patterns and schedules to accurately identify and map IT infrastructure and services, minimizing gaps in the CMDB. Create/maintain new schedules and patterns.
• Continuous Improvement: Recommends and implements enhancements to improve data quality, processing efficiency, and performance. Participates in platform communities and stay up to date on new software technologies and best practices.
• Collaboration: Works effectively in a cross-functional team environment, communicating with stakeholders across IT and business units, participate in sprint planning, refinement, and execution.

• Bachelor’s degree in related field or equivalent work experience
• 10+ years of hands-on experience in Service Now ITOM (CMDB administration, Discovery& Service Mapping), and ITSM processes
• Minimum of 5+ years working on a team as part of a large IT organization.
• Minimum of 5+ years leading build/run team members.
• Proficient in SDLC and Agile methodology
• Excellent oral and written communication skills and organizational skills.
• Experience with scripting and automation in ServiceNow (JavaScript, Unix shell scripting, Windows scripting, PowerShell, Perl, Python).
• Experience with service graph connectors & various data sources.
• Experience in web technologies and APIs (REST, SOAP).
• Experience with Application portfolio management, information Objects & TPM.
• Experience using CSDM framework & configuring dynamic CI groups.
• Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects.
• Excellent analytical and problem-solving skills, with the ability to generate actionable insights from data.
• Understanding of Incident Management, Change Management, Configuration Management, and Release Management as it relates to ITIL.

Certifications required:

• ServiceNow Fundamentals
• ServiceNow Discovery Fundamentals
• ServiceNow Certified Implementation Specialist – Discovery
• ServiceNow Certified Implementation Specialist – Service Mapping
• Configuration Management Database (CMDB) Fundamentals
• ITILv4 Foundations
• Cloud GCP/AWS certification preferred.

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
• May contribute to the development of policies and procedures
• Works on complex projects of large scope
• Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives
• Completes work independently receives general guidance on new projects