Job Description

CMDB Admininistrator CMDB Admin/ServiceNow Configuration Manager TTEC's ServiceNow Configuration Manager has primary responsibility of accuracy, data integrity, and creditability of TTEC's CMDB within the ServiceNow platform. This position provides the day-to-day support and administration of TTEC's CMDB and the associated Configuration Items, Applications, and Services. Responsibilities

• Work as part of a team and assist with establishing the TTEC's IT configuration management disciple and first-generation service catalog. Leverage technical expertise to support the integration and configuration efforts with ServiceNow. Serve as a technical resource and administrator for the configuration management database (CMDB) within ServiceNow. Install CMDB components, CMDB GUI Client, patches, updates, and upgrades;
• Own packages and physical parts of discovery patterns, as well as stability and performance SLAs and implement best practices;
• Maintain architecture and deployment documentation;
• Oversee logical parts of discovery patterns (function, parameters, etc. ), in addition to domain scope (IP ranges, Protocols, Credentials);
• Schedule discovery and run on demand discovery or delegates authority to do so;
• Validate discovery results, iterate rediscovery, repair discovery;
• Work with Mapping Specialist to gather discovery credentials and facilitate between CMDB administrator and the owners of the discovered infrastructure;
• Ensure the discovery strategy supports the use cases for CMDB;
• Deploy/maintain integration patterns to external applications;
• Review incoming data into the CMDB (manual entry, integration, etc.); and
• Work with or IT the CMDB Configuration Manager.
• Ensure the accuracy of Configuration Items and their associated attributes within the CMDB.
• Configure and verify Discovery scans to ensure Configuration Items are properly created, changed, and removed.
• Own TTEC's CMDB data model and ensure modifications meet business needs while adhering to governance best practices.
• Develop a thorough understanding of TTEC business needs and processes to assist with recommendations for automation where appropriate
• Provide post-implementation and upgrade support including, but not limited to, monitoring application performance, debugging support, and performing CMDB health checks.
• Leverage the CMDB to assist with audits and reporting as needed.
• Keep abreast of advancements and changes in the ServiceNow platform and develop an understanding of how new features can be leveraged to provide business solutions.

Qualifications

• ServiceNow Certified System Administrator (required)
• ServiceNow Certified Implementation Specialist (preferred)
• ITIL Foundations or higher level certification (required)
• 2+ years' experience in a CMDB focused role (required)
• ServiceNow CMDB experience (required);
• Experience standing up a CMDB initiative from ground up (highly preferred);
• Strong communication and interpersonal skills with technical and non-technical audiences
• Excellent organization skills and an ability to follow issues/requests to completion
• Passion for providing great customer service

What You Can Expect

• Dedication to your career growth and professional development
• Actively diverse and inclusive culture
• Community-minded organization committed to giving back
• Global team of curious lifelong learners guided by our company values
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. #LI-Remote

Primary Location

: PH-National Capital-Mandaluyong, Metro Manila

Job

: Information Technology JSGYM-TE