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ServiceNow Configuration Management Analyst

Date: Dec 5, 2018

Location: Krakow, PL, 30-415

Company: Sabre

Req ID: 43571

Job Family: Information Technology/Software Development


What happens when you combine technology with travel? Sabre! Did you know that cutting-edge technology is used at Sabre by more than 1 billion people around the globe? Did you know that Sabre processes approximately 85,000 transactions per second for the largest industry in the world - travel and tourism? Now that we have your attention, Sabre is an innovative technology company that leads the travel industry by helping our customers (and employees) succeed. We are looking for forward-thinking, creative people who take ownership of results and make things happen. If this sounds like you, consider joining our team.

Job Description

ServiceNow Configuration Management Analyst

Sabre is a global technology company that touches nearly every aspect of travel. Our innovative software enables more than a billion people around the world to plan, book and experience their travel at a time and price that is right for them. By delivering the technology behind travel, Sabre is working magic behind the scenes every day to make the world a better place, one journey at a time.

This position has the opportunity to make a large impact on the business by driving the service management processes and solution using state of the art ITSM toolset. The ideal candidate will have experience successfully implementing the ServiceNow tool and ITIL best practices in other large technology organizations.


General Description:

• ServiceNow Configuration Management Analyst is responsible for deriving solutions using  ServiceNow ITOM & CMDB.
• Member of the team responsible for implementing IT Service Management processes in the ServiceNow tool, including customizing data fields, workflows, and automation.
• Work with other team members leverage new features and functionality, striving for consistency and aligning with best practices.
• Help develop solutions with other IT tools, such as Customer Relationship Management, Project Portfolio Management, Software Development Lifecycle, and Automated Discovery tools.
• Participate in testing and correction of reported defects, including in support of ServiceNow upgrades.


Essential functions:
• Develop and continuously improve Configuration Management processes, procedures, and methodologies based upon ITIL principles, SDLC process, and ITSM standards.
• Provide recommendations and input to management on existing or new processes to improve the effectiveness of Configuration Management
• Work directly with technology teams and enterprise architects to ensure Solutions CI's are entered and maintained in the CMDB, ITAM and ITOM systems
• Reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories for configuration items.
• Responsible for Implementation of any new Configuration Management polices changes/updates.
• Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Ability to develop reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy.
• Perform configuration Audits to ensure integrity of CMDB data.
• Perform other duties as assigned.

Job Requirements

Key Qualifications:
• Bachelor's degree in Computer Science or related field; specialized training; or equivalent professional experience.
• Hand on experience implementing and managing CMDB solutions in ServiceNow.
• Experience in asset and configuration item identification, baseline definition, relationship


Bachelor's degree or equivalent.


• Minimum 5 years related experience.
• At least 2 years’ experience with the ServiceNow tool.
• At least 4 years’ working in an ITIL aligned environment.
• Experience working as part of an Agile Scrum Team
• Good understanding of best practice in project delivery and service management (ITIL), particularly in outsourcing situations. Proven ability to work in collaboration with BU’s and external service providers, building and developing effective relationships.
• Demonstrates thorough understanding of business priorities and understands the business criticality of platforms and applications.


Preferred Skills:

• Data center discovery tools such as DDMI/UDI and ServiceNow Discovery
• CMDB tools such as ServiceNow CMDB, Discovery, Service Mapping, Software Asset Module
• ITIL or Six Sigma process improvement experience
• Microsoft Excel and PowerPoint


Preferred Certifications:

• ServiceNow Administration or Developer
• ITIL Foundations


Why it is worth working with us?

• profit from our VIP medical package with free travel insurance and dental care, sport medicine, life insurance and Benefit System (Multisport)
• explore new technologies at our Innovation Lab (3D printer, Augmented Reality and Virtual Reality equipment, Robot construction kit, Internet of Things devices, Access to quantum computer via IBM Cloud)
• lift your qualifications through wide range of trainings and get technical certification reimbursement
• no dress code, flexible working time and get additional day off
• recommend your friends and get a very attractive referral bonus
• use your car or bike to get to the office - free of charge parking lot for employees


We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Twitter, Facebook and LinkedIn


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