Senior Configuration Management Data Analyst

at Fiserv in Wilmington, Delaware, United States

Job Description

What does a great Senior Configuration Management Data Analyst do?

+ Drives Fiserv’s ability to maintain a Complete and Accurate source of record for our Technical Infrastructure which is essential to reducing risk, minimizing incident impact and related activities.

+ Partners with Data Owners, Application & Infrastructure SMEs and Leadership to ensure the system of record remains Complete, Accurate and is maintained according to published guidelines.

+ Plans, manages and controls the Configuration Management Database (CMDB) to ensure the accuracy of configuration data and proper reporting and status accounting.

+ Ensures the integration and support of the Configuration Management process to the other ITIL processes such as Incident, Problem, Change, Release, etc.

+ Works with various stakeholders and CI data owners to ensure the quality of the CMDB data is maintained and all Configuration Items are up-to-date.

+ Facilitates continuous improvement actions for the automation and maintenance of non-discoverable data attributes including integration of other asset management systems as required.

+ Conducts data quality analysis, provides recommendations to address data quality issues, and manages the implementation of approved recommendations.

+ Manage Configuration Item review attestations to ensure accuracy and completeness of undiscoverable configuration items maintained within the CMDB.

+ Manage and define Configuration Management exception criteria, as well as tracking, reporting and workflows.

+ Document business requirements, workflows, use cases, functional requirements, test plans, test cases, and data mappings for new enhancements or modifications to CMDB functionality.

+ Responsible for conducting formal and informal training sessions with business and technical end users.

+ Leads the administration and ongoing support of the Configuration Management Database (CMDB) in ServiceNow.

+ Provides guidance on the proper use and promotes understanding of the ServiceNow CMDB to the user community, leaders and other SMEs.

+ Serves as the primary SME/Point of Contact for CMDB data and functionality related questions or escalations.

+ Provides guidance to a matrixed team of Configuration Management analysts to ensure the CMDB data remains complete and accurate.

+ Produces Data Extracts or reports as needed in support of other Fiserv business processes (ex: finance, compliance, audit) and other related activities.

+ Drives & enforces compliance to established data creation and maintenance standards.

+ Reviews system reports & dashboards for process health indicators and trends.

+ Identifies areas of non-compliance, initiates corrective/remediation communication with the involved Leaders and SMEs.

+ Escalates areas of non-compliance as needed to Technology or Divisional Leadership for resolution.

Basic Qualifications for Consideration:

+ 3-5 years’ experience in a Configuration Management Database administration, maintenance or related role.

+ 3-5 years’ of experience creating and managing ITSM tools, capturing metrics and reporting SLAs; planning, designing, implementing, or supporting ITSM processes; working within the ITIL process framework.

+ Strong knowledge/familiarity with industry leading IT data quality practices.

+ Experience performing continual improvement of processes and services, successfully implementing processes leveraging the ITSM framework and developing and delivering process training

+ Experience in designing, developing and implementing automated processes for gathering, populating and maintaining CMDB data; correlate asset, event, incident, problem, change and knowledge data with the CMDB.

Preferred Skills, Experience, and Education :

+ Previous ServiceNow Experience strongly desired, knowledge of underlying data structures and tables.

+ Experience with ServiceNow & Service Mapping Discovery.

+ Demonstrated ability to assess data, relationships and related structures; conduct gap analysis, recommend

Learn more about Fiserv: Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

We welcome and encourage diversity in our workforce. Fiserv is an equal opportunity employer/disability/vet

Copy Link

Job Posting: JC211910220

Posted On: Apr 28, 2022

Updated On: Jun 19, 2022