Corning Incorporated Hiring for Sr. Engineer ServiceNow, ITOM/ITAM/SACM-CMDB at Gurgaon, India Full Time

Sr. Engineer ServiceNow, ITOM/ITAM/SACM-CMDB

Date: Sep 7, 2023

Location: Gurgaon, HR, IN, 122002

Company: Corning

Requisition Number: 61230

Corning is vital to progress – in the industries we help shape and in the world we share.

We invent life-changing technologies using materials science. Our scientific and manufacturing expertise, boundless curiosity, and commitment to purposeful invention place us at the center of the way the world interacts, works, learns, and lives.

Our sustained investment in research, development, and invention means we’re always ready to solve the toughest challenges alongside our customers.

The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies. Through these efforts, IT helps to improve the competitive position of Corning’s businesses through IT enabled processes. IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

SCOPE/PURPOSE OF POSITION:

TheServiceNow ITOM/ITAM/SACM-CMDB team leader will be a dual role balancing minor in-country team resource management in addition to the same technical duties as their team members that responsible for end-to-end maintenance of business support and administration for the ServiceNow IT Operations Management and IT Asset Management applications/modules/processes such as Event Management, Discovery, Service Mapping, SACM/CMDB, SAM, and any other modules later determined to be in scope.

ROLES AND RESPONSIBILITIES:

• Oversee in-country resources and serve as an escalation point for technical and personnel issues

• Create and manage support coverage schedule

• Monitor employee performance and deliver reviews/feedback in accordance with HR processes

• Serve as the contact for and facilitate in-country hiring as needed

• Participate and advise in product lifecycle conversations for given platform scope

• Establish a strong partnership with parallel operational system administrators and support resources to maintain continuity of data flow for system integrations

• Meet discovery health and service mapping objectives by executing a CMDB maturity model and control plan to ensure sustainable health and data integrity

• Analyze health monitoring and system data to make maintenance of business action recommendations that will foster hardened system security, overall platform currency, and performance optimization

• Serve as a technical expert for pre-project requirements building and shaping

• Evaluate and assess the impact of new requirements to ensure overall alignment with the platform, current infrastructure, and support operations

• Evaluate and test system fixes and new capability to determine impact and benefits

• Configure, test, and implement system enhancements and modules in the platform as needed

• Execute implementation efforts with operational change and production processes to ensure minimal impact to production and compatibility with other system maintenance activities such as weekly moves to production, quarterly patching, and annual upgrades

• Assess impact of designed client scripts, business rules, and workflows and partner with respective operations resources for implementation

• Create and maintain roadmap, system design, and architecture documentation

• Handle operational escalations to include ticket management with the SaaS provider

• Service Mapping scope specific responsibilities include:

• Review service map quality with owners of services

• Convert existing manual Application mapping to discoverable mapping

• Documentation on configuration and patterns required for Service Mapping

• Auditing Service Maps for technical issues and resolving

• Service Mapping and discovery schedule maintenance

• Event Management scope specific responsibilities include:

• Maintain Event Management Application and Integrations

• Onboard new element managers to include integration, event handling, rules, and notifications

• Review events for errors and completion

• Review alerts to ensure CI binding is occurring as expected

• Review alert and incident creation with process and area owners

• Modify auto assignments or routing functions

• Ensure overall quality and value of event management tool

• Software Asset Management scope specific responsibilities include:

• Maintain SAM Pro Store Applications Versions and Upgrades

• Support ServiceNow Agentless Discovery

• Implement, support, and document SaaS and Inventory Integrations

• Development/Configuration of Additional SAM Pro Enhancements and Capabilities in accordance with enhancement process

• Partner with SAM team for bulks data uploads and integrity management

Required Skills/Experience

• 7+ years of overall IT experience

• 5+ years of total ServiceNow experience that includes first-hand support and/or system administration

• 2+ years of ServiceNow design and implementation experience across the platform

• 2+ years providing basic oversight and leadership for technical support resources

• Effective leadership, organization, and planning skills, with ability to handle changing priorities

• Ability to lead international teams across multiple initiatives that span various lines of business, geographic borders, time zones, and cultures

• Working knowledge of ServiceNow applications with focus on IT Operations Mgmt. and IT Asset Mgmt.

• Extensive understanding of integration standards, design, and implementation

• In depth understanding of CMDB, Common Service Data Model, Service Mapping and Discovery

• Experience with ServiceNow Integration Hub activity designer, activity packs, and orchestration

• Thorough understanding of ServiceNow integrations, database hierarchies and design

• Knowledge of ServiceNow’s license and entitlement structure

• Keen eye for gaps, complexity reduction and simplification without compromising requirements

• Ability to work cross functionally to resolve conflicts and priorities

• Working knowledge of creating and configuring forms and screen updates in ServiceNow

• Demonstrated use of Workflow Editor and Flow Designer

• JavaScript experience

Education/Certification Requirements

• ITIL v3/v4 Certification or equivalent practical experience

• Certified ServiceNow System Administrator

• Certified ServiceNow Implementation Specialist a plus

• Certified ServiceNow Application Developer or equivalent experience

• B.S. Computer Science or related IT field