ServiceNow Engineer (CMDB)

Parker Hannifin - Cleveland, OH

Full-time

Cleveland, OH

Machinery Manufacturing

About the position

The ServiceNow Engineer (CMDB) at Parker Hannifin is responsible for overseeing the strategic planning, implementation, and management of the ServiceNow Configuration Management Database (CMDB) and Common Service Data Model (CSDM). This role requires a deep understanding of IT Service Management (ITSM) processes and data governance, with a focus on cross-functional collaboration to ensure effective integration and utilization of the CMDB and CSDM across the organization. The position is part of the Digital & IT team and emphasizes continuous improvement in support of the IT strategic vision.

Responsibilities

• Develop and implement a comprehensive CMDB strategy aligned with organizational goals and ITIL best practices.
• Establish governance policies and procedures to ensure data accuracy, integrity, and security within the CMDB.
• Define and maintain the CI identification and naming conventions.
• Establish processes for capturing, documenting, and controlling CIs throughout their lifecycle.
• Lead efforts to populate the CMDB with accurate and complete data from various sources, including discovery tools, manual inputs, and integration with other IT systems.
• Implement automated processes for regular data updates, validation, and reconciliation to maintain data accuracy and consistency.
• Define and manage the relationships between CIs to accurately represent dependencies and associations within the IT environment.
• Collaborate with other IT teams to integrate the CMDB with relevant systems and tools, such as incident management, change management, and asset management.
• Monitor CMDB performance and usage metrics to identify areas for improvement.
• Act as a primary point of contact for CMDB-related inquiries and support requests.
• Develop and maintain dashboards and reports to provide insights into the health and status of the CMDB.
• Ensure regular audits and reconciliation of the CMDB to maintain data integrity and consistency.

Requirements

• A bachelor's degree in a relevant field (e.g., IT, Computer Science), or equivalent work experience.
• Five or more years' experience in Information Technology.
• Excellent written and verbal communication and collaboration skills.
• Ability to maintain professional and strong relationships with business partners, contractors, and stakeholders.
• Proven experience as a ServiceNow Engineer, with a strong track record of designing and implementing complex ServiceNow solutions.
• In-depth knowledge of ServiceNow capabilities, including modules like Incident Management, Change Management, Problem Management, Asset Management, CMDB, and more.
• Strong understanding of ITIL best practices and their implementation within ServiceNow.
• Experience in security best practices and compliance requirements for area of expertise.
• Proficiency in JavaScript, XML, HTML, and CSS for ServiceNow development.
• Experience with ServiceNow integrations using REST, SOAP, and other relevant technologies.
• Strong analytical and problem-solving abilities with a keen attention to detail.

Nice-to-haves

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications are preferred.
• Additional certifications such as IT Service Management (ITSM) and IT Operations Management (ITOM) are a plus.
• Demonstrate Agile methodologies and can apply those processes to everyday work.

Benefits

• Competitive total rewards package
• Hybrid work 4:1 schedule
• Vibrant work campus with many amenities