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Infrastructure Administrator, Configuration Management – Work from Home Available

Credit Acceptance

This is a Full-time position in Atlanta, GA posted November 7, 2021.

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.

Our IT and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

At Credit Acceptance, cloud computing continues to allow us to modernize and consolidate IT infrastructure, automate workloads, and pursue next-generation innovation. To continue this transformation, we’re seeking an ServiceNow Configuration Management (CMDB) Administrator to help define, implement, and integrate policies and procedures to support the configuration management database (CMDB). The ideal candidate is experienced in the ServiceNow CMDB & ITOM suite, with an understanding of IT infrastructure and application architecture. From day one, you’ll have an immediate impact on the day-to-day efficiency of our IT infrastructure and an ongoing impact on our overall growth. This position plays a role on the Cloud Engineering team.

Competencies: The following items detail how you will be successful in this role.

  • Impact Analysis: Understand the rationale behind and how changes impact the enterprise and/or applications and across the technical ecosystem.
  • Solution Design: Ability to translate high level requirements to create and implement designs that meet the needs of the customer, are technically sound, maintainable and cost effective. Ability to identify missing or ambiguous requirements. Ability to design at both high and low levels of abstraction, understand complex requirements and translate into understandable solutions. Ability to accurately estimate based on requirements.
  • Technical Domain: Have an understanding of the technical domain, including the application architecture, design and data of the application they support and systems to which it interfaces.
  • Testing Techniques: Understand the range of testing techniques available well enough to select the most effective test procedures.
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Job Requirements:

Outcomes and Activities:

  • This position will work from home; occasional planned travel to an office location may be required. However, this position is permitted to work at an office location if requested by the team member.
  • Implement best practices to support a collection of up-to-date and inter-related configuration items in ServiceNow CMDB for IT infrastructure, applications, and services to ensure data completeness, accuracy, and compliance
  • Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data
  • Assist in defining and registering of CIs and the appropriate level of attributes and relationships required to support IT Service Management (ITSM) and other processes
  • Responsible for performing status accounting/reporting, verification and auditing the CMDB
  • Monitor and evaluate the use and health of the CMDB and associated processes
  • Assist in establishing a formal CMDB governance model and creation of key performance indicators (KPIs)
  • Key stakeholder supporting CMDB tasks to include the configuration management plan and standard, monitoring CMDB health, communicating CMDB activities and assist in training other technology team members on how to utilize the CMDB
  • Helps maintain and monitor hardware/software inventory database to ensure compliance
  • Work with support teams to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information
  • Perform day-to-day administration of the ServiceNow Service Mapping/Discovery tool, including mapping additional defined business services into the tool and updating discovery configurations for deeper network penetration
  • Provide visibility by developing and deploying unified CMDB dashboards for IT team members and Executives
  • Drives & communicate value in CMDB
  • Develop and maintain the technical design of the ServiceNow CMDB to meet the current and anticipated scope, maintain CMDB integrity to effectively support other ITSM processes such as Incident Mgt., Change Mgt., and Asset Mgt.
  • Create and maintain CMDB architecture and technical design documentation
  • Work with stakeholders and CI owners to ensure the quality of the CMDB data is maintained, and all CIs are up to date.
  • Manage quarterly Configuration Item review attestations to ensure accuracy and completeness of undiscoverable configuration items maintained within the CMDB.
  • Design, deploy, and manage ServiceNow Service Mapping solutions for both on-premise and cloud resources
  • Define, create, and manage the Service Mapping infrastructure, including schedules, credentials, and mid-servers
  • Define, create, and manage Service Mapping infrastructure, including patterns
  • Work with application & support teams to troubleshoot application mapping failures
  • Create and maintain Service Mapping-related documentation
  • Design, develop, and deploy new Service Mapping functionality
  • Ensure that Service Mapping is performing as expected
  • Define, create, and monitor Service Mapping health reports and dashboards
  • Identify, investigate and resolve Service Mapping issues
  • Design, implement, and manage Service Mapping integrations with other systems
  • Keep Service Mapping aligned with other methods of populating the CMDB
  • Raise awareness and provide guidance to improve the understanding of Service Mapping and how it updates the CMDB

Requirements:

  • Five years of experience in an Information Technology focused role required
  • At least three years of experience in a CMDB or Asset Management focused role
  • Solid understanding of Configuration Management practices and principles
  • Understanding and background in CMDB, ServiceNow Discovery and Service Mapping
  • Demonstrated experience creating/maintaining technical documentation
  • Understanding of IT infrastructure
  • Understanding and background in ServiceNow Service Mapping and how it should populate the CMDB
  • Strong organizational skills and ability to prioritize tasks independently
  • Experience working in a team-oriented, collaborative environment with good interpersonal skills
  • Resourceful, takes the initiative to accomplish goals and objectives

Preferred Experience:

  • ServiceNow certification
  • Understanding of the ServiceNow CSDM 3.0 or higher model
  • ITIL foundations or higher certification
  • Understanding of application architecture

Targeted Compensation: $78,400 – $104,500 + an annual bonus plan

This position is not currently open to individuals who require sponsorship now or in the future to work legally for Credit Acceptance, such as H-1B, H-4, F-1 OPT visa holders.

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