Job Description

Role Summary/Purpose: The AVP, ServiceNow Configuration Leader has the technical, development and architectural accountability of IT Configuration Management within Synchrony\'s ServiceNow platform. The candidate will work with a team of employees and contractors responsible for executing the technology development road map and driving continual service improvements. They will develop and implement enhancements to the ServiceNow platform in the Configuration Management Data Base (CMDB). The candidate will report into the VP, Service Assets & Configuration Management Leader (SACM). This position is remote, where you have the option to work from home. On occasion we may request for you to commute to our nearest office for in person engagement activities such as team meetings, training and culture events. To ensure the safety of our colleagues and communities, we require employees who come together in-person to be fully vaccinated. We\'re proud to offer you choice and flexibility. Essential Responsibilities: Implement technical solutions for the CMDB aligned to the Configuration Management roadmap and goals of Synchrony Design, develop, code, test and implement new CMDB workflow and structures as the need arises (i.e. Cloud, PCF, APIs, Webservices, Containers, Risk Score) Drive Configuration Management and the migration to the Common Service Data Model (CSDM) Drive CMDB Data quality though business rules, dashboards, reports and DB updates. Ensure regular housekeeping of the CMDB data Participate on and guide the CMDB support team that maintains the Configuration Items (CIs) and relationship data driving stability Ensure all operational aspects of Configuration Management are carried out efficiently and effectively Coordinate the population of CIs and relationships including discovery, integrations, and other data imports Ensure Discovery data collection and workflow execution is updating the CMDB correctly. Perform optimizations where needed Execute certification and quality checks verifying the accuracy and data quality of configuration items and their relationships including surveillance and CMDB certification Identify system deficiencies and recommend solutions for continual service improvements Engage with stakeholders across Technology globally to gather and provide for CMDB requirements. Liaise with processes owners for cross-process impact (i.e. IT Operations, Engineering, Cloud, Security, Business Continuity, DR, Risk, Enterprise Operations, Discovery, Event, Request, Change, Incident, Problem, etc.) Participate on the quarterly CMDB Council to solicit strategic needs and technology changes Assist end users with training and guidance sessions Governance: Produce accurate reporting for senior management for Configuration Management Take action to correct data or process insuring Monthly Operational and Risk Metrics remain in control Maintain documentation including the Configuration Management Standard, Procedure, Training and User Documentation (Field Level Guide) Participate in the annual Risk refresh process by updating process maps, risks, and controls Participate in Audits and assist in closing any risk / audit findings Participate in inquiries, exams and surveillance verifying the processes, controls, and data quality Agile: Participate in all aspects of the ServiceNow program and solution delivery utilizing SCRUM (Agile) Participate in Agile ceremonies including Scrum of Scrums, Backlog grooming, and Daily Stand Ups Write Agile stories (in Jira) providing requirements to the development team for coding keep Agile stories up to date daily Code / develop solutions or give guidance to the developer Participate in Functional and User Acceptance Testing coordinate testing of stakeholders and cross-process impacting teams Research ServiceNow solutions to benefit the ServiceNow implementation stay current on new releases and available functionality of ServiceNow Participate in system upgrades Qualifications/Requirements: Bachelor\'s degree with minimum of 6 years working with Service Management tools in a technical capacity working with ServiceNow Configuration Management, or in lieu of a degree minimum of 8 years working with Service Management tools in a technical capacity working with ServiceNow Configuration Management Certified ServiceNow System Administrator with minimum 6 years of experience Experience working with ServiceNow Tokyo/ San Diego version Experience working in Agile / Iterative development Must understand the Configuration Management Common Service Data Model (CSDM) and the relationship to Assets, Applications, Customers and other CIs Demonstrated experience improving the productivity and efficiency of IT Asset Management and Configuration Management Hours of engagement 2:00 PM IST to 11:00 PM IST (Flexible/ preferably 4:30 PM IST to 1:30PM IST) ITIL V3 Foundations certification required For Internal Applicants : Understand the criteria or mandatory skills required for the role, before applying. Inform your Manager or HRM before applying for any role on Workday. Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format) Must not be any corrective action plan (First Formal/Final Formal, PIP) Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible. Level 9+ employees can apply Desired Characteristics: Thought leader who will take action without being directed Strong focus on process, quality and execution Strong project and process management skills, with the ability to work with multiple vendors, projects, and a wide range of tasks simultaneously Experience working the development life cycle including requirements gathering, development, training, UAT, pilot, launch and support transition Experience collaborating effectively with the technical support team and process leaders to develop solutions Strong analytical and problem-solving skills Experience within the financial services, credit card or insurance industries Experience working with geographically distributed teams Excellent English, communication, interpersonal and collaboration skills Information Technology

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