- Company Name
- Avnet
- Job Title
- Enterprise Resource Analyst (ServiceNow)
- Job Description
-
**Job Title**
Enterprise Resource Analyst (ServiceNow)
**Role Summary**
Maintain and improve enterprise IT Operations Management (ITOM) and IT Asset Management (ITAM) capabilities by configuring and administering ServiceNow modules and integrating them with enterprise monitoring tools. Ensure CMDB accuracy, automate discovery and reconciliation, and support reliable service delivery across hybrid environments.
**Expectations**
- Deliver reliable visibility of the technology landscape.
- Keep CMDB data accurate and relationships up‑to‑date.
- Automate event creation, correlation, and escalation.
- Enable asset lifecycle management and compliance tracking.
- Support incident, change, and problem processes with correct CI data.
- Drive continuous improvement of ITOM, ITAM, and monitoring.
**Key Responsibilities**
1. Implement and configure ServiceNow ITOM/ITAM modules (Discovery, CMDB, Service Mapping, Asset Management).
2. Maintain data integrity in the CMDB; monitor discovery jobs and asset feeds.
3. Administer and troubleshoot enterprise monitoring tools (Azure Monitor, NetOps, OMi, SCOM, ThousandEyes).
4. Integrate monitoring platforms with ServiceNow for automated event handling.
5. Onboard new devices, applications, and services into the CMDB and monitoring ecosystems.
6. Develop standards, policies, and procedures for IT asset lifecycle.
7. Build and maintain dashboards/reporting on service availability, asset utilization, and compliance.
8. Coordinate with application owners, system admins, and procurement for licensing and decommissioning.
9. Collaborate with infrastructure, network, and cloud teams.
10. Provide input into ITOM/ITAM roadmaps and process enhancements.
**Required Skills**
- ServiceNow configuration (System Administrator, ITOM, ITAM).
- CMDB governance, data integrity, and relationship management.
- Discovery, service mapping, and asset lifecycle processes.
- Administration of Azure Monitor, SCOM, NetOps, OMi, ThousandEyes.
- Integration of monitoring data into ServiceNow (event, alert, escalation).
- Automation and reconciliation techniques (Scripting, workflows, API).
- Reporting and dashboard creation (Performance analytics, CI reporting).
- Knowledge of incident, change, and problem management processes.
- Strong analytical, communication, and stakeholder‑management skills.
- Ability to work independently and collaborate on complex integrations.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field *or* equivalent work experience.
- Preferred certifications: ServiceNow Certified System Administrator, ServiceNow ITOM Implementation Specialist, ServiceNow IT Asset Management Specialist.