We believe in the power and joy of learning
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
Our culture values diversity, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/ .
The ServiceNOW CMDB Developer Analyst plays a vital role to our IT Service Management Framework. Would you like to be part of an energized, critical, and valued member of our Service Management team? As a member of our team, we will advocate the importance of an ITIL best practices structured approach of providing a CMDB CI and Business Service data certification process. You will utilize ServiceNow's CMDB Health Dashboard to ensure data integrity for completeness, compliance, and correctness. The CMDB referential integrity is crucial for the Major Incident Management (MIM) process of reducing MTTR (Mean Time To Restore) and ensuring SLAs are met. This role will be responsible for using Discovery to ingest infrastructure items into the CMDB and provide service mapping for both infrastructure-to-services, but also service-to-service mapping as well. The CMDB Developer Analyst will ensure that risk and impact assessments are factored into RFCs via Change Management processes, coupled with proper routing, approval & support groups are properly configured.
This role will also require creation of 'How-to' videos for CMDB data certification and provide detailed CMDB policy information for maintaining data integrity. You will be responsible for coordinating with other ITSM team roles, such as Performance Analytics Engineer, Business Analysts, and report to the ServiceNow Platform manager. You will also interface with inter-departmental groups such as Internal Hosting & Operations, End User Experience & Collaboration Technology Solutions, within the Cengage organization.
Experience in related IT or process Engineering field, including ServiceNOW certified ITOM/ITAM will be highly successful. Cengage group has been awarded the 'Glassdoor Employees Choice Award' as a Best Place to Work in 2023, one of only three education companies that was recognized with this honor! Cengage is an Equal Opportunity organization providing top notch employee benefits, and we welcome your unique abilities in adding new value to our team. Some late night & early morning including weekend work may be required, Cengage advocates a work/family balanced philosophy.
Strong advocate and champion for IT Service Management focus areas of Release, Change, Incident and Problem Management processes to incorporate accurate right-sized -business sense- checks and balances.
Skilled in command/control, analytical, time management, rapid decision making, strong logical, ability to implement releases within time-sensitive pressure commitments.
Maintain end-to-end understanding of functional workings of ServiceNow and associated business processes.
Serve as primary contact for troubleshooting ServiceNow Discovery
Ability to comprehend, modify and create server-side, object-oriented JavaScript, Unix Shell scripting and PowerShell.
CCNA level of networking knowledge includes routing protocols, TCP/UDP transmission, IP transit diagnosis, sub-netting and implement advanced troubleshooting including the ability to gather and analyze IP packet-level data.
Intermediate knowledge and ability of Server Administration across OS platforms, including understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO policies.
Serve as primary contact for monitoring the health of the ServiceNow CMDB and associated integrations.
Work with IT infrastructure and application teams to maintain accuracy of the CMDB.
Monitor incoming service requests and incidents as related to CMDB and associated integrations.
Define potential improvements to resolve errors, prevent recurrence of problems or improve system maintainability and stability.
Implementation and configuration of new solutions in ServiceNow that meets requirements and considers user experience.
Develop and support integrations between ServiceNow and other applications.
Identify solution alternatives to address issues identified.
Maintain procedural documentation artifacts (policies, run books, requirements, design documents, build, deployment, install guides) and process standards along with regular audits to validate accuracy.
Skills
Bachelor's degree preferred or equivalent IT experience.
8 - 10 years of IT experience
3 - 5 years of ServiceNow experience
Experience with ServiceNow Discovery
Knowledge and experience of ServiceNow Service Mapping
Experience with ServiceNow integrations
Knowledge of IT infrastructure and how to store this data in ServiceNow CMDB
ServiceNow Certified System Administrator Certification, ServiceNow Certified Implementation specialist - CMDB, Service Mapping
Experience / familiarity with development in Java / JavaScript for ServiceNow
ServiceNow Implementation Specialist
Experience with ServiceNow Cloud Discovery
Experience with ServiceNow Common Services Data Model (CSDM)
Experience with Flow Designer
Experience with ServiceNow Service Portal
Experience with ServiceNow Cloud Provisioning
Experience with Agile methodologies
Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage's EEO/Affirmative Action Policy signed by CEO Michael Hansen (https://p.widencdn.net/pdvq6j/EEO_Policy_Statement_January_2017) and Equal Employment Opportunity is the Law notice (http://embed.widencdn.net/pdf/plus/cengage/ybs5gt19ik/eeopost-merged.pdf) by visiting their corresponding links.
Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations.ta@cengage.com or you may call us at +1 (617) 289-7917.
About Cengage Group
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
Base Pay Range
The full base pay range has been provided for this position. Individual base pay will vary based on qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$84,400.00 - $135,000.00 USD
Cengage Group , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
