ServiceNow ITOM Technical Product Owner
Job Description
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe.For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth.Our solutions empower our customers to succeed in today's competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small from the best-known brands around the world to your local favorite around the corner.
ITOM Technical Product Owner
The candidate is responsible for owning the NCR Voyix Configuration Management, Discovery processes along with supporting the business needs for Event Management. The technical aspects of this role will be to oversee discovery schedules, the integration of event management sources, and the overall health and accuracy of the configuration management database (CMDB).The candidate will lead our strategy and process development necessary to build and improve upon our existing ServiceNow based CMDB and CSDM framework according to ITIL and industry best practices. The successful candidate will report to the ITOM Manager and work closely with ITSM teams, IT Architecture, and ServiceNow platform stakeholders.
Position Summary
This role is responsible for leading NCR Voyix's Global Configuration Management (CMDB) and CSDM processes, including effective governance and execution, strategy, data integrity and quality management, performance monitoring, and associated continual service improvement initiatives.This position coordinates a global organization, driving compliance to global service management standards and processes that ensure and optimize the stability, security, and control of the enterprise ServiceNow CMDB and CSDM.
Key Areas of Responsibility- Delivers innovative, flexible, integrated monitoring, discovery and configuration management solutions to meet our evolving business needs including management of SaaS / cloud assets and services
- Owns the development requirements and implementation of Configuration Management governance including standards, policies and procedures.
- Evaluates and recommends improvements to the existing ServiceNow CMDB design, implementation and management.
- Understands the ServiceNow CSDM (Common Services Data Model) and the interrelationships to ITSM, Asset Management, Application Portfolio Management (APM), ITSM processes and other ServiceNow related interconnectivity.
- Defines technology requirements for CMDB as well as integration requirements to support other IT Service Management, Asset Management and other processes.
- Owns the process by which relationships are created and updated in the CMDB, such as key IT and business services and applications to servers and databases.
- Ensures CMDB data is current and accurate; determines best-practices and procedures for updating CI data including the use of automated processes, discovery tools/integrations with other data sources, and manual input processes as necessary.
- Develops and implements best practice asset and configuration standards, policies and procedures for planning, recording, monitoring and maintenance of software and hardware assets.
- Identifies critical success factors and develops/reports on process performance metrics and monitoring.
- Determines operational reporting including configuration status, license consumption, license entitlement, warranty, and other IT asset reporting.
- Provides coaching and conducts training for CMDB stakeholders to ensure appropriate understanding of the system and its relationship to other key IT processes.
- Collaborates in continuous service improvement initiatives with other IT process owners and functional areas (e.g. Change Management, Problem Management, Release Management, etc.)
- Evaluates industry innovations, maturity, trends, and changes regularly to plan and recommend new technologies.
- Establishes methods and processes to audit the activities of the SACM team for compliance with current procedures; ensures corrective action is carried out.
- Establishes procedures and ensures staff comply with the naming conventions to be used to uniquely identify object types, environments, processes, lifecycles, documentation, versions, formats, baselines, releases, and templates.
- Provides guidance, instruction, and authoring of IT knowledge base articles on CMDB value and usage
- Creates an awareness campaign to win support for new Configuration and Asset Management procedures; ensures that changes to the Configuration and Asset Management methods and processes are properly approved and communicated to staff before being implemented.
- Exercises creative thinking and ideation to advance our IT performance.
- Bachelor's Degree in an IT related field or a minimum of 5 years of relevant recent experience.
- Strong understanding of ITIL best-practice processes, with Configuration Management and Asset Management experience.
- Hands-on experience with industry-standard enterprise Change, Configuration and Asset Management system tools (such as ServiceNow, BMC, CA, etc.), preferably within the ServiceNow environment including a solid understanding of CMDB platform architecture and database schemas.
- Preferred technical knowledge in at least two of the following roles:
- CMDB Manager/Analyst
- Application Portfolio Manager/Analyst
- Change Manager
- Network Administrator
- Database Administrator (i.e. SQL server, DB2, etc.)
- Storage Administrator
- VMware/Virtualization Platform Administrator
- Architect or Engineer
- Experience leading technical functional discussions.
- Demonstrable understanding of the pressures and demands of working in a large and complex technical environment.
- Strong interpersonal and employee relations skills as well as the ability to influence in a global environment.
- Can Do attitude is a must.
- ITIL v4/v3/2011 Foundation certification
- Architecture review experience
- ServiceNow administration experience
- Relational database administration experience
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people.
Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.