Job Description
Job Title: CMDB Engineer
Location: Corporate
Department: Information Technology
Job Summary: The Configuration Management Database (CMDB) Engineer is responsible for management of the CMDB, ensuring data accuracy, integrity, and consistency. Key responsibilities include designing integrations with other systems, the configuration and maintenance of the ServiceNow CMDB, aligning it with IT Service Management (ITSM) processes like Event, Incident, Change, Service Request, Vulnerability Response, and Asset Management to support organizational objectives. Play key part in initiating and driving discussions to identify strategic vision and insight in the development of the IT Strategy for IT Asset Management.
Principal Duties:
- Configure and maintain the technical design of the ServiceNow CMDB to meet the current and anticipated scope, maintain CMDB integrity, and effectively support other IT Service Management (ITSM) processes such as Event, Incident, Change, Service Request, Vulnerability Response and Asset Management.
- Integrate the CMDB with other systems like ticketing tools asset management and monitoring platforms to ensure data synchronization.
- Maintain and update a multi-year plan that defines Wawa’s ServiceNow CMDB current and desired future state. Identify gaps needed to close to get to the desired future state plan.
- Define and manage the lifecycle of all Configuration Items (CIs) such as hardware, software, network, communications, and data. Ensure proper classification and categorization of CI’s based on business context and technical attributes.
- Develop, implement, and maintain configuration management local processes and standards. Implement and maintain configuration management policies that conform to corporate framework requirements.
- Identify and report on relevant Operational and Service Delivery metrics. Utilize metrics reporting to drive improvement opportunities and formalize the improvement opportunity process. Generate and present regular reports on CMDB status, metrics, and improvement initiatives to senior management.
- Manage the Configuration Management Plan and its implementation. Drive the enterprise to meet the requirements of effective configuration management.
- Work with the Finance Department supporting budgeting, accounting, and charging activities.
- Support periodic reviews of configuration management processes and standards to ensure they align with best practices.
- Collaborate with stakeholders in developing and implementing configuration management automation.
- Work with the Incident Manager, Problem Manager, Change Manager, and Capacity Manager to enable seamless linkage of the Incident, Change, Capacity, and Configuration Management processes.
- Identify and implement improvements to CMDB processes and tools to enhance efficiency and effectiveness. Support the implementation of new technologies to drive operational efficiencies and reduce operating costs when appropriate.
- Provide training and support to CMDB users to ensure proper use and understanding of CMDB processes and tools.
- Collaborate with key stakeholders to drive large-scale business and process decisions through data insights.
- Thought leader and champion of industry and technology trends. Manage and support the development and of both short term and long term plans for future IT Asset Management initiatives. Partner with (Managers/Associates) with the delivery organizations within IT to ensure that planned work is in alignment with overall established technical direction. Support the vision of Service Delivery and Operations processes evolve to meet the current and future needs.
- Provide support for team members in accordance with high standards of excellence. Provide feedback, coaching, support & opportunities for development.
Essential Functions:
- Ability to frame and apply IT and business strategies to IT Service Delivery & Operations
- Highly developed consultative, facilitation, project management and presentation skills
- High degree of professionalism and confidentiality
- Ability to work in a fast-paced environment
- Ability to present complex information clearly and concisely
- Ability to drive the development, implementation, and maintenance of core ITSM processes
- Ability to work both independently & collaboratively with cross-functional teams
- Ability to adapt to changing business requirements and priorities
- Excellent analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to prepare and analyze comprehensive reports
- Ability to resolve multiple, conflicting viewpoints
- Ability to be a change agent, using influence, education, and persuasion to build relationships and gain support for difficult changes
- Excellent at balancing tactical, short-term results with strategic, long-term goals
Basic Qualifications:
- Bachelor’s degree in Information Technology, Engineering or related field preferred or equivalent work experience
- 5+ years of experience in Configuration Management role
- 3+ years of experience in ServiceNow CMDB role with a focus on ITAM and ITSM
- ServiceNow CIS Certifications – Discovery, Service Mapping, HAM, & SAM preferred
- Experience with ServiceNow CSDM
- Demonstrated experience in driving the maturity of the CMDB within an organization
- Experience in handling multiple (large/enterprise) priorities simultaneously and independently
- Experience with project management methodologies and tools
- Experience with Agile Software Development Life Cycle methodology
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [email protected] or 1-800-444-9292.
Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.
