ITIL Process Architect

Manifest Solutions; Columbus (OH); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking an ITIL Process Architect for a remote position. In this role, you will provide oversight for the Configuration Management Database (CMDB) processes, ensuring alignment with ITIL frameworks and organizational goals. You'll collaborate with stakeholders to enhance data governance and improve IT Service Management (ITSM) processes, particularly within ServiceNow. This is an exciting opportunity to leverage your expertise in CMDB management and process improvement while working in a dynamic environment that values innovation and quality standards. If you're passionate about driving operational excellence and have a strong background in ITIL and ServiceNow, this role is perfect for you.

Qualifications

• 4+ years CMDB management experience with ITIL/ITSM process ownership.
• Strong knowledge of process design and development.
• In-depth experience managing organizational needs for CMDB.

Responsibilities

• Oversee end-to-end process for CMDB and lead development efforts.
• Align CMDB processes with strategic objectives and best practices.
• Develop and implement CMDB data governance processes.

Skills

CMDB Management

ITIL Process Ownership

Stakeholder Collaboration

Process Design

ServiceNow Development

Data Governance

Process Improvement

Technical Decision-Making

Leadership Skills

Communication Skills

Education

Bachelor's degree in Computer Science

Associate's degree in Computer Science

High School Diploma/GED

Tools

ServiceNow

CSDM

Process Mapping Tools

Job description

Manifest Solutions is currently seeking an ITIL Process Architect for a remote position.

Responsibilities:

• Provides oversight and guidance of the end-to-end process for CMDB and primarily leads the development effort to implement approved solution in the CMDB and its related modules.
• Provides hands-on expertise with Integration and data ingestion systems, 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, process, standard, and policy.
• Align CMDB processes with the organization’s strategic objectives, including defining the process flow, identifying inputs and outputs, and establishing performance metrics.
• Ensure process design aligns with ITIL framework and follows business and industry methodologies while considering good/best practices.
• Interfaces with other processes and/or business functions to ensure they can leverage the benefits provided by the Asset and Configuration Management process and provide value for continuous improvement.
• Responsible to deliver artifacts that detail architecture requirements, process design, system integrations definitions, procedures, workflow, and RACI diagrams related to CMDB.
• Develop, document, and implement CMDB data governance processes and procedures for effectively managing CI data.
• Ensure that the CMDB effectively supports other ITSM processes such as Incident, Change, and Problem Management.
• Responsible to design and develop Configuration Item life cycle process - develop and integrate processes to discover, maintain, and retire the Configuration Items Assets in the CMDB.
• Own/Facilitate design work for Configuration Item and Asset Discovery, Integrations, and other data import methods.
• Plans and manages the population of Assets and the CMDB, including discovery, integrations, and other data import methods.
• Ensures appropriate security and access levels to the Asset database and CMDB.
• Define and improve the audit process, monitor, and review execution of periodic audits.
• Design, develop and maintain periodic/ad hoc Data Certification process to improve Configuration Items data currency/quality.
• Design & develop solutions for viewing data needs for vulnerability remediation efforts.
• Design & develop improvements to ITSM processes within ServiceNow.
• Design & build requests for new classes as well as improvements to current classes in the CMDB.

Relevant Work Experience:

• 4+ years CMDB management experience, including ITIL/ITSM process ownership.
• 4+ years’ experience in collaborating with stakeholders to capture CMDB requirements.
• 4+ years ServiceNow development experience preferred.
• In addition to any experience required above, 7 years of relevant work experience required.
• Strong knowledge of process design, development, and support.
• In-depth experience managing organizational needs, documenting, and mapping business processes for CMDB.
• 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 creation of process audits.
• Progressive experience in managing enterprise-class continual IT process improvement initiatives for CMDB within the service development lifecycle.
• Champion quality standards and ensuring compliance across all operational teams.
• Strong leadership skills.
• Workflow and Process development expert.
• Development Scripting knowledge preferred.
• Extensive ServiceNow & Discovery knowledge and experience preferred.
• 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 to inform IT and Business Leadership and project teams.
• ServiceNow On-Prem experience preferred.
• ITIL Foundations V3/V4 Certified.

Basic Qualifications:

• 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.