ServiceNow Solutions – Asset Management

Advantage Tech is looking for a Asset Management Candidate for our Lee's Summit, MO Client.

Job Description

Asset Management
• Oversee the daily and long-term strategic management of software and technology-related hardware within the organization.
• Perform inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support.
• Responsible for ensuring the appropriate process documentation is available and current.
• Other duties as assigned.

 

Incident Management
• Develops and maintains ticket escalation steps and contacts.
• Acts as a liaison to customers to outline user impact and lead end user support.
• Facilitates communications during incidents, including verbal/written notifications to stakeholders.
• Ensure that the SLA/OLA process levels are met, prioritizing incidents accordingly.
• Updates appropriate process documentation ensuring that is current and meets standards.
• Other duties as assigned.

Problem Management
• Analyze incident, problem and change data, to identify the associated root causes and develop plans and actions to resolve and eliminate problems
• Document known errors and workarounds in the environment through knowledge articles and communicate to IT management
• Assists in identifying production environment stability trends.
• Responsible for ensuring the appropriate process documentation is available and current.
• Other duties as assigned.

Change Management
• Ensures CAB has the information needed to evaluate changes, including; issuing agenda and circulates all RFC’s to CAB members in advance of meetings
• Evaluates all change requests to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk.
• Responsible for ensuring all change requests meet process requirements, adhere to all control points, and proper approval is given.
• Ensures that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner.
• Conduct Weekly Change Advisory Board
• Updates appropriate process documentation ensuring that is current and meets standards.
• Other duties as assigned.

Release & Deployment Management
• Ensure a detailed deployment plan and has been documented, with the back out plan and escalation points
• Review each deployment into the Production environment to handle any risks which arise
• Monitor all approved changes to ensure all Deployment Windows are met
• Schedule and coordinate the deployments of the approved change requests for Test, Pre-Prod and Production environments
• Coordinates and assists with plans for major GEHA system upgrades with project teams, and other stakeholders to complete Operational Readiness checkpoint
• Responsible for ensuring the appropriate process documentation is available and current.
• Other duties as assigned.

Configuration Management
• Identify and document the relationships between technical assets and business services
• Documents and maintains databases of issues and solutions for ready reference regarding GEHA projects, production issues, software and hardware upgrades and installations.
• Responsible for ensuring the appropriate process documentation is available and current.
• Other duties as assigned.
• Requires three years of professional experience in one of the areas of; Technical & Desktop Support, Audit/ Compliance, Project Management, or Risk Management
• Requires knowledge of current IT best practices, operating models, and release management & project management methodologies.
• Able to exercise independent judgment & take action on it
• Requires excellent customer service skills.
• Requires effective verbal and written communication skills
• Must be a self-motivator with excellent time management and planning capabilities.

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