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Engineer, Technology Infrastructure

Requisition Id: 
Business Unit:  Corporate
Location: 

Telangana, IN, 500081

GENERAL DESCRIPTION:   Effective and efficient Incident Management, Problem Management, and Change Management within the IT Organization are not possible without a Service Asset and Configuration Management (SACM) process. The SACM process ensures that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. The objective of this process is to define and maintain the contents of the Configuration Model Database (CMDB), to hold required information on Configuration Items (CI). This includes specifying the attributes describing CI types and their sub-components, as well as determining their interrelationships.

 

What you will do on a typical day

The ITSM CMDB Process Engineer works with the ITSM Process team to build data integrations into the CMDB and maintain data integrity within the CMDB. Responsibilities include data analysis, auditing, quality reviews and data entry into the Configuration Management Database (CMDB), electronic discovery, monitoring, coordinating, and reporting.

The CMDB is a component of an IT Service Management (ITSM) tool (powered by “ServiceNow”) utilized by the XPO organization’s end-users.   This role will include direct support of the CMDB including design, implementation and ongoing improvement for CMDB.  Duties and responsibilities can be any combination of support as it relates to ServiceNow tool administration with CMDB tracking and assist in technical support for the service.  The OneITSM tool will be available 24x7 to all XPO teams and Service Desk personnel.

  • Responsible for design, development, implementation, and maintenance of the CMDB module of the ITSM tool ServiceNow to support to meet business needs – 40%
    • Responsible for leading the administration and ongoing support of the for the CMDB and corresponding support ITSM processes. 
    • Responsible for developing CMDB related ServiceNow requirements and stories.
    • Responsible for integrations of ITSM processes and workflow into the ServiceNow tool.
    • Responsible for ensuring technology and product knowledge is current, so the most up to date information is delivered to the client.
    • Responsible for documenting and communicating the CMDB architecture and dataflow.
    •  
    • Oversee the performance and execution of multiple ITSM processes within ServiceNow for CMDB mapping, dependencies and interconnectivity – 50%
      • Provides centralized data collection, data quality and data entry service.
      • Integration and capture of Configuration Management items with a potential relationship ITSM Process and monitor how IT support teams are complying with established practices to enter data into the CMDB.
      • Collaborate and negotiate with other team members and resources while ensuring that the tool workflow and escalation process are met and continuously improved.
    • Collaboration – 10%
      • Responsible for an effective relationship with the ServiceNow platform engineering team and ServiceNow vendor as related to the CMDB.
    • Analyze new technologies and present options, recommendations, ROI and project planning implementation phases
    • What you need to succeed at XPO
    • Minimum Required Education: Bachelor’s Degree in Computer Science, Information Systems, or related field.
    • Minimum Required Experience:
      • 2+ years of experience in information technology; specifically leading the implementation or support of processes and administration of ServiceNow.
      • 2+ years of leading moderate-scale project implementation and various discovery tools.
      • Experience correlating Asset, Event, Incident, Problem, Change, and Knowledge data with the CMDB.
      • Demonstrated experience working cross-functionally, implementing large scale processes, managing multiple projects simultaneously with aggressive schedules, resource planning and allocation, project scheduling, contingency planning, risk, and issue management.
      • Technical knowledge of server and storage systems, specifically Microsoft Windows Server, Unix, Virtual environments and Linux.
      • Demonstrates the ability to link upstream and downstream networking essentials or relationships within the tool.
      • Design, development and implementation of automated processes for gathering, populating, and maintaining CMDB data.
      • Experience with Web Technologies including JavaScript, HTML, XML and Web Services.
      • Experience with ServiceNow forms, fields, view, lists, UI policy and actions, client, and server scripts.

GENERAL DESCRIPTION:   Effective and efficient Incident Management, Problem Management, and Change Management within the IT Organization are not possible without a Service Asset and Configuration Management (SACM) process. The SACM process ensures that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. The objective of this process is to define and maintain the contents of the Configuration Model Database (CMDB), to hold required information on Configuration Items (CI). This includes specifying the attributes describing CI types and their sub-components, as well as determining their interrelationships.

 

What you will do on a typical day

The ITSM CMDB Process Engineer works with the ITSM Process team to build data integrations into the CMDB and maintain data integrity within the CMDB. Responsibilities include data analysis, auditing, quality reviews and data entry into the Configuration Management Database (CMDB), electronic discovery, monitoring, coordinating, and reporting.

The CMDB is a component of an IT Service Management (ITSM) tool (powered by “ServiceNow”) utilized by the XPO organization’s end-users.   This role will include direct support of the CMDB including design, implementation and ongoing improvement for CMDB.  Duties and responsibilities can be any combination of support as it relates to ServiceNow tool administration with CMDB tracking and assist in technical support for the service.  The OneITSM tool will be available 24x7 to all XPO teams and Service Desk personnel.

  • Responsible for design, development, implementation, and maintenance of the CMDB module of the ITSM tool ServiceNow to support to meet business needs – 40%
    • Responsible for leading the administration and ongoing support of the for the CMDB and corresponding support ITSM processes. 
    • Responsible for developing CMDB related ServiceNow requirements and stories.
    • Responsible for integrations of ITSM processes and workflow into the ServiceNow tool.
    • Responsible for ensuring technology and product knowledge is current, so the most up to date information is delivered to the client.
    • Responsible for documenting and communicating the CMDB architecture and dataflow.
    •  
    • Oversee the performance and execution of multiple ITSM processes within ServiceNow for CMDB mapping, dependencies and interconnectivity – 50%
      • Provides centralized data collection, data quality and data entry service.
      • Integration and capture of Configuration Management items with a potential relationship ITSM Process and monitor how IT support teams are complying with established practices to enter data into the CMDB.
      • Collaborate and negotiate with other team members and resources while ensuring that the tool workflow and escalation process are met and continuously improved.
    • Collaboration – 10%
      • Responsible for an effective relationship with the ServiceNow platform engineering team and ServiceNow vendor as related to the CMDB.
    • Analyze new technologies and present options, recommendations, ROI and project planning implementation phases
    • What you need to succeed at XPO
    • Minimum Required Education: Bachelor’s Degree in Computer Science, Information Systems, or related field.
    • Minimum Required Experience:
      • 2+ years of experience in information technology; specifically leading the implementation or support of processes and administration of ServiceNow.
      • 2+ years of leading moderate-scale project implementation and various discovery tools.
      • Experience correlating Asset, Event, Incident, Problem, Change, and Knowledge data with the CMDB.
      • Demonstrated experience working cross-functionally, implementing large scale processes, managing multiple projects simultaneously with aggressive schedules, resource planning and allocation, project scheduling, contingency planning, risk, and issue management.
      • Technical knowledge of server and storage systems, specifically Microsoft Windows Server, Unix, Virtual environments and Linux.
      • Demonstrates the ability to link upstream and downstream networking essentials or relationships within the tool.
      • Design, development and implementation of automated processes for gathering, populating, and maintaining CMDB data.
      • Experience with Web Technologies including JavaScript, HTML, XML and Web Services.
      • Experience with ServiceNow forms, fields, view, lists, UI policy and actions, client, and server scripts.
      •  
      • Desirable Education/Experience:
        • Bachelor’s Degree in Computer Science, Information Systems, or related field with a minimum of 4+ years of experience in information technology; specifically leading the implementation or support of processes and administration of ServiceNow. 
        • 2+ years creating and managing ITSM tools, metric capture, and SLAs reporting.
        • 2+ years of experience planning, designing, implementing, or supporting ITSM processes.
        • 2+ years working within the ITIL process framework.
        • Two or more of the following certifications:  ITIL certificate, ISO20000, COBIT, Six Sigma, Project Management.
        • Experience successfully implementing processes leveraging the ITSM framework.
        • Experience performing continual improvement of processes and services.
        • Strong Knowledge/familiarity with common IT quality practices.

GENERAL DESCRIPTION:   Effective and efficient Incident Management, Problem Management, and Change Management within the IT Organization are not possible without a Service Asset and Configuration Management (SACM) process. The SACM process ensures that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. The objective of this process is to define and maintain the contents of the Configuration Model Database (CMDB), to hold required information on Configuration Items (CI). This includes specifying the attributes describing CI types and their sub-components, as well as determining their interrelationships.

 

What you will do on a typical day

The ITSM CMDB Process Engineer works with the ITSM Process team to build data integrations into the CMDB and maintain data integrity within the CMDB. Responsibilities include data analysis, auditing, quality reviews and data entry into the Configuration Management Database (CMDB), electronic discovery, monitoring, coordinating, and reporting.

The CMDB is a component of an IT Service Management (ITSM) tool (powered by “ServiceNow”) utilized by the XPO organization’s end-users.   This role will include direct support of the CMDB including design, implementation and ongoing improvement for CMDB.  Duties and responsibilities can be any combination of support as it relates to ServiceNow tool administration with CMDB tracking and assist in technical support for the service.  The OneITSM tool will be available 24x7 to all XPO teams and Service Desk personnel.

  • Responsible for design, development, implementation, and maintenance of the CMDB module of the ITSM tool ServiceNow to support to meet business needs – 40%
    • Responsible for leading the administration and ongoing support of the for the CMDB and corresponding support ITSM processes. 
    • Responsible for developing CMDB related ServiceNow requirements and stories.
    • Responsible for integrations of ITSM processes and workflow into the ServiceNow tool.
    • Responsible for ensuring technology and product knowledge is current, so the most up to date information is delivered to the client.
    • Responsible for documenting and communicating the CMDB architecture and dataflow.
    •  
    • Oversee the performance and execution of multiple ITSM processes within ServiceNow for CMDB mapping, dependencies and interconnectivity – 50%
      • Provides centralized data collection, data quality and data entry service.
      • Integration and capture of Configuration Management items with a potential relationship ITSM Process and monitor how IT support teams are complying with established practices to enter data into the CMDB.
      • Collaborate and negotiate with other team members and resources while ensuring that the tool workflow and escalation process are met and continuously improved.
    • Collaboration – 10%
      • Responsible for an effective relationship with the ServiceNow platform engineering team and ServiceNow vendor as related to the CMDB.
    • Analyze new technologies and present options, recommendations, ROI and project planning implementation phases
    • What you need to succeed at XPO
    • Minimum Required Education: Bachelor’s Degree in Computer Science, Information Systems, or related field.
    • Minimum Required Experience:
      • 2+ years of experience in information technology; specifically leading the implementation or support of processes and administration of ServiceNow.
      • 2+ years of leading moderate-scale project implementation and various discovery tools.
      • Experience correlating Asset, Event, Incident, Problem, Change, and Knowledge data with the CMDB.
      • Demonstrated experience working cross-functionally, implementing large scale processes, managing multiple projects simultaneously with aggressive schedules, resource planning and allocation, project scheduling, contingency planning, risk, and issue management.
      • Technical knowledge of server and storage systems, specifically Microsoft Windows Server, Unix, Virtual environments and Linux.
      • Demonstrates the ability to link upstream and downstream networking essentials or relationships within the tool.
      • Design, development and implementation of automated processes for gathering, populating, and maintaining CMDB data.
      • Experience with Web Technologies including JavaScript, HTML, XML and Web Services.
      • Experience with ServiceNow forms, fields, view, lists, UI policy and actions, client, and server scripts.


Job Segment: Computer Science, Process Engineer, System Administrator, Information Systems, Data Entry, Technology, Engineering, Administrative

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