Senior Analyst - IT Asset Management ServiceNow Discovery

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Role Title – Senior Analyst - IT Asset Management

Value Proposition

• Facilitating Prototyping and Testing: Organizing the creation of proofs of concept or prototypes to gather quick feedback and de-risk the technical approach.
• Documentation and Communication: Consolidating findings and communicating lessons learned to the entire company, creating a shared understanding of the project's direction and expected value.

Job Details

Position Title: Senior Analyst - IT Asset Management

Career Level:  P2

Job Category: Senior Associate

Role Type: Full Time

Job Location: Bengaluru

About the Team:

FCI ITAM supports global operation collaboratively aligning with defined, approved, process and procedures from US .

Team is proactive, positive, and collaborative and combining strong analytical skills with the ability to communicate and influence stakeholders across various departments. They must be a self-starter who takes ownership and is adaptable to the fast-changing IT landscape.

Impact

As a The ServiceNow Discovery Administrator is a technical resource that is vital to the success of the ITAM program.

The Discovery administrator will be working closely with the CMDB/ HAM/SAM and the APM team under the ITAM program.

Key Deliverables (Duties and Responsibilities)

Reporting into the Sr. Manager/AVP of IT Operations, the role will be responsible for

• Configures and Maintains Discovery Application.
• Working in the Discovery team to maintain and enhancing, as well as configuration of new, patterns and data sources for our multiple networks and instances.
• Daily monitoring of discovery schedules and results and addressing any stale CIs, resolve and troubleshooting discovery errors related to permissions and access and data discrepancies with CI owners. 
• Daily monitoring of Service Graph Connectors/data sources and results and addressing any integration or data issue with the source system owners.
• Following established procedures and monitoring controls, remediate discovery error to ensure all CI are discover by Discovery.
• Create and or update and Discovery schedules – create schedules for optimal performance and run-time.
• Assuring completion of scheduled discovery jobs.
• Execute the Quarterly IP reconciliation process to ensure network coverage by Discovery.
• Reviewing the environment for changes and new requirements that may drive changes to the Discovery solution.
• Ensure Discovery efficiency – maintain and enhancing, as well as configuration of new, patterns and data sources for our multiple networks.
• Support ITAM project to expand CMDB and Discovery on ITSM platform.
• Create and/or update Discovery related documentation on the design, development, and deploy Discovery functionality to ensure that Discovery is performing as expected for optimal CMDB data population.

Skills and Qualification (Functional and Technical Skills)

Functional Skills:

• Experience with ServiceNow ITOM product suite is desired.
• Strong knowledge of ServiceNow Discovery and CMDB.
• Knowledge of Window and Linux server administration, Active Directory, LDAP, Single Sign-On, authentication, user and group policy objects and permission levels.
• Knowledge of IT infrastructure topology including application, server, and network configurations.
• Knowledge of scripting languages including PowerShell, XML, JSON, JavaScript, etc.
• Experience of Plan, design, deploy, and manage ServiceNow Service Discovery solutions for both On-Premises and Cloud resources in multiple networks and instances; manages the Service Discovery infrastructure, including schedules, credentials, MID servers and patterns.
• Experience with modifying or extending OOTB Discovery Patterns and ability to create custom patterns as needed.
• Experience developing, documenting, implementing, and maintaining ServiceNow Discovery governance processes, procedures and policies and related documentation.
• Experience with ServiceNow Discovery, Cloud Discovery, MID Server architecture, credentials and patterns, identifiers, and business rules.
• Solid IT Ops experience in storage, network, and compute of enterprise environments.
• Experience with Cloud Management Platforms such as AWS, Azure, VMware, etc.
• Comprehension of the ServiceNow CSDM model.
• Knowledge of Scrum/Agile development principles.
• Ability to communicate and collaborate effectively with multiple stakeholders to ensure an effective CMDB.
• Ability to design and implement integrations using ServiceNow Graph connectors, Integration Hub and custom integration using REST API etc. to enrich CMDB.
• Experience developing, documenting, implementing, and maintaining ServiceNow Discovery governance processes, procedures and policies and related documentation.

Technical Skills:

• 5+ years overall experience as a ServiceNow ITOM Administrator Role
• Current with Certificated System Administrator (CSA) and Certified Implementation Specialist (CIS) – Discovery

Education Requirements
 

• Bachelor’s degree in computer science or related field

Relationships & Collaboration

Cross-functional collaboration: Working closely with IT, Security. Legal and Engineering teams to enhance Processes and Identify improvement opportunities.

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.