Full Time Job

Technical Manager


Atlanta, GA 03-19-2021
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description

The Job

WarnerMedia seeks a Technical Manager for the MSS-Internal Apps Support department. The WarnerMedia Service Management Platform Team is seeking a Technical Manager, who oversees the daily operation and support on the WarnerMedia ServiceNow CMDB. This position will have oversight of employees responsible for the architecture, discovery administration and development on the WarnerMedia CMDB.

The Daily
• Delivers on a single source of truth for all configuration items e.g. application services, servers, databases, etc and their relationships
• Designs the CMDB for specific use cases as needed e.g. patching and vulnerability management, request automation, business continuity management, etc
• Manages the improvement of discovery processes and procedures, ensuring alignment with ServiceNow recommendations for CMDB and discovery configuration
• Drives process standardization and automation throughout all areas in collaboration with the WarnerMedia configuration management process owner
• Strong collaboration with stakeholders including internal customers, stakeholders and vendors to understand challenges and gain consensus on improved system and operational solutions
• Regular review of current data model (CSDM 3.0), processes, procedures and tools
• Provides identification of data and functionality gaps in ServiceNow CMDB and discovery
• Champions and enforces data integrity across the CMDB
• Supports SOX audits and other control testing
• Leads execution of CMDB data certification validation campaigns

The Essentials
• BS in Computer Science / Computer Information Systems or equivalent degree
• Minimum 5 years of experience as a SACM process owner, CMDB manager or ServiceNow CMDB solutions architect
• Proficient in process design and delivery of an ITIL aligned Service Asset & Configuration Management processes
• Knowledgeable of industry best practices and trends for CMDB and configuration management
• Knowledgeable of both on-premises and cloud infrastructure environments
• Proficient in data model design for CMDB including design of entity relationships, data flows and conceptual and logical data models, data dictionaries
• Proficient in reporting and analysis, particularly with respect to CMDB quality and process compliance
• Proficient in ServiceNow Discovery and knowledgeable of the platform's capabilities to interface with other complementary tools
• Experience with SCCM, JAMF, VMWare a plus.
• Demonstrable experience of working collaboratively with teams in business and IT to exert influence to deliver services and processes
• Strong customer service skills to ensure CMDB provides useful information
• Ability to interpret business priorities and understand business needs
• Experience managing large IT-enabled change projects and processes
• Superior written, oral, communication and presentation skills - ability to prepare high quality reports and presentations for IT stakeholders, senior management, and customers
• ITIL v3 or ITIL 4 foundation practitioner level certification preferred
• Proficiency of ServiceNow administration, JavaScript and common scripting languages