Job Description

CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. Even with more than 8,500 people, 130 U.S. locations, and a global reach, we promise to know you and help you.

CLA is dedicated to building a culture that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other.

Our Perks:

• Flexible PTO (designed to offer flexible time away for you!)

• Up to12 weekspaid parental leave

• Paid Volunteer Time Off

• Mental health coverage

• Quarterly Wellness stipend

• Fertility benefits

• Complete list of benefits here

CLA is growing andseekingto hire an experienced Senior Enterprise Service Management Analyst to join our talented Information Technology team. The position offers growth,flexibilityand a collaborative work environment.

In this position you should have thefollowing;excellent interpersonal skills with the ability to communicate at all levels. Strong problem solving and creative skills and the ability to exercise sound judgment. Mostimportant,demonstratea high levelof integrity and dependability witha strong senseof urgency and results-orientation.

This role wouldspecialize inServiceNow ITOM andConfiguration Database Management (CMDB) andown configuration data quality and governance across CLA’s ServiceNowCMDB.The rolewillbe responsible fortheCMDB and partner across ITSM, ServiceNow Development, Application Development, Infrastructure Operations, Security,OperationalSupportand our vendor ecosystem to ensure correct configuration data, effective discovery, and reliable service mapping and event management. This role is central to our ITOM implementation at CLA and is a ground-level opportunity to influence the direction of arelatively newCMDB instance and ITOM module in ServiceNow.

Howyou’ll create opportunities in this Senior Enterprise Service Management Analyst role:

• Oversees testing of solutions being delivered

• Assistswith estimation of effort for enhancements, as needed

• Reviews business requirement qualification documentation for adherence to platform direction

• Own andoperatethe CMDB in CLA’s ServiceNow instance in alignment withCommon Service Data Model (CSDM); publish CMDB policies, standards, naming conventions, taxonomy, and relationship mapping.

• Implement governance and access (personas/roles) and run CMDB working sessions; administer CMDB Workspace and Data Manager.

• Maintain Service Graph connectors and Discovery;maintainagent and agentless discovery.

• Configure and tune Identification & Reconciliation Engine (IRE) and data source precedence to prevent duplicates and drift across Azure, Dynatrace, SolarWinds, Intune/SCCM, and Discovery.

• Establish and run CMDB Health metrics (duplicate, staleness, orphan) and remediation workflows, own deduplicationbacklogand data attestation cadence.

• Partnerwith application support teamsto deliver andmaintainservice maps forcriticalservices and align event ingestion and incident automation with CI class level support group routing.

• Document decisions and publish SOPs/runbooks; communicate status and risks; enable teams through training and office hours.

What you will need:

• 4 years of ServiceNowITOMwork experience isrequired

• Experience with CMDB Workspace, Data Manager, IRE, Discovery, Service GraphConnectors, Service Mapping, Event Management, and Certificate Managementpreferred.

• CSDM knowledge with CI class modeling,practical taxonomy/naming and relationship mapping experience preferred

• Bachelor'sdegree or a combination of relevant experience and training may be considered in lieu of a degree.

Technical Competencies

• Knowledge of ServiceNow application platform, Information Technology Infrastructure Library (ITIL)and ITIL V4 processes

• ServiceNow CIS ITOM, CIS Discovery, CSA.

• Scripting/automation familiarity (PowerShell, Python) for data quality and operational tasks.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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Wellness at CLA

To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.

To view a complete list of benefits click here