Senior CMDB Support Analyst

Saskatchewan Public Service; Regina; On-site; CAD 80,000 - 100,000; Full time

Job summary

Le Service des technologies de l'information de Saskatchewan Public Service recherche un Analyste Senior CMDB pour rejoindre son équipe. Le candidat idéal aura une solide expérience en analyse de données et en gestion de la CMDB, ainsi qu'une connaissance approfondie de la plateforme ServiceNow et des principes ITIL. Ce rôle exige une approche orientée service, une capacité à travailler en collaboration avec divers intervenants, et une adaptabilité dans un environnement dynamique.

Benefits

Pension plan

Dynamic work environment

Inclusive work environments

Vacation and earned days off

Qualifications

• Formation en informatique ou expérience équivalente.
• Formation sur la plateforme ServiceNow, en particulier la CMDB.
• Compréhension approfondie de la gestion des services ITIL.

Responsibilities

• Effectuer des analyses de données CMDB et des activités de gouvernance.
• Collaborer avec les propriétaires de produits et processus.
• Créer et maintenir des articles de connaissances ServiceNow.

Skills

Programming concepts

System analysis techniques

Project management

Business analysis

Solution architecture

ServiceNow Platform

ITIL

Education

Undergraduate degree in computer science

Tools

ServiceNow

Job description

The Information Technology Division (ITD) of SaskBuilds and Procurement supplies a full-range of IT services to government ministries and agencies. It supports government customers with help desk, hardware and software, application development and IT security services. The ITD also sets government-wide policies and standards in IT infrastructure, IT support services and security.

The Data Analytics Branch of the IT Division is looking for a Senior CMDB Analyst for the Configuration Management Database (CMDB) team, who can :

• Perform CMDB data analysis, research, troubleshooting, data enrichment, and other CMDB governance related activities.
• Collaborate with product and process owners that leverage or impact CMDB data and processes, ensuring standards and policies are met.
• Perform additional duties as required.
• Respond to and remediate escalations as required
• Adhere to procedures built to solve a variety of CMDB related issues.
• Create and maintain ServiceNow Knowledge Articles for new and existing CMDB support procedures as needed.
• Work collaboratively with both technical and non-technical IT Support Staff and clients. This position requires a hIgh degree of approachability and must be service oriented when dealing with clients, internal staff and vendors.
• Be approachable and flexible in dealing with clients, ITD staff and vendor teams.

You will have knowledge of :

• Programming concepts, techniques and languages
• System analysis techniques, facilitation methods, and modeling tools
• Project management, business analysis and solution architecture concepts and methodologies
• The ServiceNow Platform
• ServiceNow certifications are an asset.
• Certification in ITIL v3 or v4 is an asset.

You will have the ability to :

• Create and present project-related documentation which includes recommendations, requirements, design documentation as well as task identification and estimates.
• Verbally and in writing explain or present information to a wide variety of technical and non-technical individuals and / or groups in a clear, accurate and understandable manner;
• Actively listen, influence, persuade or convince others to reach mutually acceptable solutions and / or formal agreements in a timely manner to assist with maintaining or enhancing the ServiceNow Platform or CMDB;
• Independently prioritize and organize your workload; taking into consideration tight deadlines, business needs and changing priorities;
• Investigate and / or diagnose complex technical requests and incidents directly and indirectly related to the ServiceNow Platform and the CMDB related to Discovery, data-related inconsistencies or CIs related incidents and errors
• Utilizing ITIL and Project Management principles to determine root cause of ServiceNow Platform and CMDB problems and provide an alternatives and solution in a reasonable timeframe;
• Manage and document, in detail, ServiceNow Platform and CMDB-related incidents, problems and requests;
• Create / foster an environment that promotes open-communication and positive work relationships and recognizes the strengths of individuals resulting in a productive team.

You will be :

• A self-starter and ensure optimal customer service is delivered;
• Adaptable in order to respond to constant change within a high pressure environment; and
• Detail and process orientated.

Typically, the knowledge and skills required for this position would be obtained through :

• An undergraduate degree in computer science, or an equivalent combination of education and relevant experience.
• Formal or informal training on the ServiceNow platform, specifically the Configuration Management Database.
• In-depth formal or informal training and understanding in the ServiceNow Platform, with a specific focus on the CMDB.
• In-depth formal or informal training and understanding or hands-on experience with ServiceNow Discovery.
• A deep understanding of ITIL IT Service Management

What We Offer :

• Dynamic, challenging work for talented individuals;
• Inclusive work environments;
• Pension plan; and,
• Vacation, earned days off (EDO) and other types of leave (maternity / paternity / adoption, family / personal leave, sick leave).

We are committed to workplace diversity.