ITSM Lead

JobDiva, Inc.; Baton Rouge (LA); On-site; USD 214,906,000 - 229,233,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k program

AD&D insurance

Job summary

NTT DATA seeks a Systems Integration Advisor to drive hands-on administration, optimization, and governance of the ServiceNow CMDB, Service Mapping, and SAM. You will partner with infrastructure, application, cloud, and security teams to enhance service visibility and operational efficiency.

Responsibilities include CMDB health analytics, remediation planning, and building dashboards and KPIs. A strong ITIL background and extensive ServiceNow experience are required for this remote US-based role.

Qualifications

• 7+ years of formal IT experience in a corporate IT environment with hands-on ServiceNow administration, CMDB, Service Mapping, or Asset Management.
• Strong experience administering ServiceNow CMDB including class management, CI lifecycle, discovery integration and data quality initiatives.
• Experience implementing and supporting Service Mapping to establish business service dependencies and infrastructure relationships.
• Experience with ServiceNow SAM capabilities including software normalization, license compliance, reclamation opportunities, software lifecycle management, and vendor audits.
• Experience with ServiceNow Discovery, MID Servers, cloud discovery, and integration of data from multiple enterprise systems.
• Ability to analyze CMDB health metrics and develop remediation plans to improve completeness, correctness, and compliance.
• Experience creating dashboards, reports, KPIs, and performance metrics within ServiceNow.
• Strong knowledge of ITIL processes and how CMDB, Asset Management, Change Management, Incident Management, and Problem Management interact within the ServiceNow ecosystem.
• Strong SQL, reporting, data analysis, Power BI, Excel, and SharePoint experience.
• Ability to educate and mentor technical teams on CMDB governance, Service Mapping practices, and asset management processes.

Responsibilities

• Manage and govern CMDB data quality, ownership, and lifecycle policies.
• Drive Service Mapping and SAM capabilities to improve service visibility and compliance.
• Develop dashboards, reports, and KPIs to monitor CMDB health and platform performance.
• Collaborate with infrastructure, application, cloud, security, and support teams to improve data quality and platform maturity.
• Present data trends and roadmaps to management and technical stakeholders.

Skills

CMDB governance

Service Mapping

Asset Management

SQL

Power BI

Excel

SharePoint

Data analysis

Cloud discovery

Tools

ServiceNow

Discovery

MID Server

Job description

Company Overview:

Req ID: 390695

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization,

We are currently seeking a Systems Integration Advisor to join our team in New orleans, Louisiana (US-LA), United States (US).

Job Description:

Hands on administration, optimization, and continuous improvement of ServiceNow platform capabilities, with primary focus on the Configuration Management Database (CMDB), Service Mapping, and Software Asset Management (SAM). Responsible for ensuring the accuracy, integrity, and governance of configuration and asset data, while driving platform enhancements that improve service visibility, operational efficiency, and business decision making.

Partners with infrastructure, application, cloud, and support teams to establish and maintain service relationships, improve configuration data quality, support software compliance initiatives, and advance ServiceNow platform maturity. Provides expertise on CMDB health, service mapping strategy, asset lifecycle management, and ServiceNow best practices.

Accountable for complying with all laws and regulations associated with assigned duties and responsibilities.

WORK EXPERIENCE

• 7+ years of formal IT experience in a corporate IT environment, including at least 4 years of hands‑on ServiceNow administration, CMDB, Service Mapping, or Asset Management experience.
• 7+ years of Strong experience administering and maintaining the ServiceNow CMDB, including class management, CI lifecycle governance, identification and reconciliation rules, discovery integration, and data quality initiatives.
• 7+ years of Experience implementing and supporting Service Mapping to establish and maintain business service dependencies and infrastructure relationships.
• 7+ years of Experience with ServiceNow Software Asset Management (SAM) capabilities, including software normalization, license compliance, reclamation opportunities, software lifecycle management, and vendor audits.
• 7+ years of Experience with ServiceNow Discovery, MID Servers, cloud discovery, and integration of data from multiple enterprise systems.
• 7+ years of Ability to analyze CMDB health metrics and develop remediation plans to improve completeness, correctness, and compliance.
• 7+ years of Experience creating dashboards, reports, KPIs, and performance metrics within ServiceNow.
• 7+ years of working Knowledge of ITIL processes and how CMDB, Asset Management, Change Management, Incident Management, and Problem Management interact within the ServiceNow ecosystem.
• 7+ years of Strong SQL, reporting, data analysis, Power BI, Excel, and SharePoint experience.
• Demonstrated ability to work directly with infrastructure, application, cloud, security, and support teams to improve configuration and asset data quality.
• 5+ years of Experience presenting recommendations, data trends, and platform roadmaps to management and technical stakeholders.
• Healthcare industry experience preferred.

SKILLS AND ABILITIES

TECHNICAL EXPERTISE

• Advanced knowledge of ServiceNow CMDB architecture, Common Service Data Model (CSDM), Service Mapping, Discovery, and Software Asset Management.
• Ability to define and enforce CMDB governance standards, data ownership models, and configuration management policies.
• Experience troubleshooting ServiceNow data issues and implementing sustainable solutions to improve platform reliability and data accuracy.
• Understanding of software licensing concepts, vendor compliance requirements, and software asset lifecycle management.
• Knowledge of integrations, APIs, and automated data ingestion methods for maintaining CMDB and asset records.
• Familiarity with cloud platforms, server infrastructure, databases, networking, and application architectures as they relate to Service Mapping.

ANALYTICAL & CREATIVE

• Strong analytical skills with the ability to identify trends, data quality issues, compliance risks, and opportunities for automation.
• Ability to develop strategic recommendations based on CMDB health, asset utilization, software compliance, and service mapping insights.
• Proven ability to educate and mentor technical teams on CMDB governance, Service Mapping practices, and asset management processes.
• Excellent written and verbal communication skills with the ability to present complex technical concepts to technical and non-technical audiences.

LICENSES AND CERTIFICATIONS

• ITIL Foundation Certification required.
• ServiceNow Certified System Administrator (CSA) preferred.
• ServiceNow Certified Implementation Specialist (CIS) in Discovery, Service Mapping, CMDB or Asset Management preferred.
• Additional ServiceNow certifications strongly preferred.

Compensation and Benefits

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is [ 75- 80 $ W2 hourly range]. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

• This position is eligible for company benefits including participation in medical, dental, and vision insurance, flexible spending or health savings account, and AD&D insurance, employee assistance, participation in a 401k program, and additional voluntary or legally-required benefits.

About NTT DATA:

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start‑up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.