Business Data Analyst

Job Title: Business/Data Analyst
Location : Remote
Job Type : W2 Contract Â
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Background/Need:
This position will be part of the Information Services Department's (ISD) Enterprise Technology & Tools Sector; Asset Services Team. This team inside of ISD provides enterprise IT services to the Laboratory community including the configuration management database and service observability & alerting.

The Asset Services team is expanding and re-organizing to meet the demands of the Laboratory as the IT infrastructure & processes matures. We are looking for a Configuration Management Database (CMDB) and service monitoring specialist to support the CMDB including inventory, service mapping, and service observability through the SolarWinds platform.

The ideal candidate will ensure that all IT assets, configurations, and service dependencies are accurately tracked and up-to-date, maintaining a comprehensive inventory in the CMDB that supports better decision-making and faster incident resolution. This individual will be responsible for administration of the CMDB, responding to users' questions and updating documentation. They will work with cross-functional teams to ensure compliance with industry standards, and maintain an accurate inventory of assets. Experience with ITIL processes, administration of ServiceNow CMDB, and first-hand experience in service monitoring / observability solutions like SolarWinds will be key. It is critical that this position be able to talk to system administrators and CMDB users, and be able to use appropriate terminology between the two.

As the Laboratory continues to expand and rely more heavily on complex IT systems, maintaining an accurate visibility into that infrastructure and services provided is critical for ensuring operational efficiency and minimizing risk. The challenge of maintaining an accurate, up-to-date Configuration Management Database (CMDB) and comprehensive service monitoring requires skilled personnel with an understanding of system architecture and the ability to communicate at a technical level with subject matter experts and on a conversation level with non-technical users.

This role will drive data quality standards, identify & implement process improvements, and ensure an accurate representation of assets & services in ServiceNow.

Must Have:

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• Must understand basic IT System Administrator processes & terminology.
• Data Analysis.
• Reviewing Specification Requirements.
• Translates Business Requirements into Technical Specifications.
• Understands and Executes Project Requirements.
• Agile Software Development Lifecycle.
• Excellent Problem Solving.
• Strong customer service skills and communication.
• ServiceNow IT Service Management.
• ServiceNow Multi-Source Configuration Management Database (CMDB) Administration.
• ServiceNow.
• Technical Documentation.

Nice to Have:
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• Application and infrastructure monitoring (system performance, identifying issues, troubleshooting).
• ServiceNow Development.
• ServiceNow ITSM Development.
• Integrating alerts into ServiceNow (ITOM).
• Logging and Monitoring (SolarWinds, ELK, Splunk, Prometheus, Datadog).

Education & Experience : 4+ years of relevant work experience.

Work Authorization : US Citizenship is required due to the nature of the work.