Job Classification: Senior Business SME Expert 1 - IT Operations Management (ITOM) Senior Engineer
Agency: Department of Administrative Services- SOCC
Primary Work Location: 1320 Arthur E. Adams Dr. Columbus Ohio
Supplier List: MBE Only
Interview Process: All interviews must be conducted on-site- work will be onsite
NFP Rate: $81.15
Will Close to Submission on: 4/17 at 10:00 am
Job Summary:
This position is with the State of Ohio and is for ServiceNow’s ITOM which is an Enterprise Service Model
designed to ensure the availability, efficiency and performance of the service utilizing Discovery, Service
Mapping and Event Management as defined by OIT Governance Policies.
CSC Managed Services is seeking a Subject Matter Expert with a strong ITOM background. The
consultant will advise the CMDB core team on ways to maximize business results while utilizing the tool
to provide information that is needed to ensure exceptional service performance and availability. Also,
the consultant will be responsible for enhancing the ITOM technical team’s knowledge on best practices,
processes and procedures to help deliver customer service and support growth of the business service.
Duties and Responsibilities:
• Advise and recommend improvements for Discovery, Event Management and Service Mapping that
involves enterprise applications, servers, database, network and storage systems.
• Identify best practices to validate Discovery results and recommend troubleshooting processes.
• Identify best practices for Service Mapping & Event Management; assist with developing processes.
• Provide knowledge transfer to technical team on ITOM best practices and troubleshooting
techniques as it aligns with the business service.
• Provide documentation and updates to CMDB and ITOM Teams.
Specific Knowledge and Skills:
• 5+ years of experience as ServiceNow Admin and/or Developer or equivalent knowledge of the
platform.
• 3+ years of experience as a key technical resource for ITOM solutions in a large scale or enterprise
environment (specialization in one or more of the following: Discovery, Event Management and/or
Service Mapping is preferred)
• 3+ year experience and understanding of ITSM best practices and ITIL principles and frameworks such
as Incident, Problem, Change and Request Fulfillment.
• 3+ years of experience in Configuration Management Database (CMDB) and a strong understanding
of its relationship to asset management and IT service management processes.
• Scripting/development using JavaScript, Jelly, CSS, VBScript, JavaScript, jQuery, ASP, HTML, DHTML or
IIS is preferred.
Specific Abilities:
• Experienced Thought Leader that is an expert in your technical field and skilled with the ability to
turn innovative ideas into reality.
• Experience working in a fast-paced team environment to complete multiple projects simultaneously
according to business and technical requirements
• Excellent interpersonal skills; ability to build strong collaborative partnerships across functional lines
and at all levels within the organization and the business
• A synergistic team player with excellent communication and interpersonal skills
• Solid leadership, problem solving, project management and decision-making skills.
• Results-driven with consistent success in delivering business objectives that improve service/support
• Flexible, dependable and able to work in a team environment
