Lead IT Service Management Specialist (ServiceNow)

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You’ll Do

The Lead IT Service Management Specialist (CMDB) provides process recommendations, technical governance, operational strategy and sets the standards for the Company’s Configuration Management Database (CMDB).  Proficient in ServiceNow CMDB, Discovery, the Common Service Data Model (CSDM) and Service Mapping, the Lead IT Service Management Specialist works for the Configuration Management team and ensures that CMDB processes and functionality adhere to best practices for configuration management.

How You’ll Do It

• Develops road map, governance criteria, and overall goals of the Configuration Management program and engages with strategic projects to ensure required CMDB functionality and deliverables can be made to platform and product owners. Facilitates communication and engages business and IT management to encourage configuration management efforts and derive value from the CMDB.
• Maintain accurate CMDB model libraries for all configuration items overall and has the responsibility for ensuring data integrity within the CMDB. Ensures that all IT hardware and software components are accounted for and managed within the CMDB.
• Responsible for health of ServiceNow Discovery, ServiceNow integrations and that ServiceNow Discovery processes have the appropriate coverage for the organization. Manages credential, Discovery schedules, underpinning infrastructure, errors, and collaboration with CI and asset owners.
• Owns and manages the Service Mapping within ServiceNow for overall discovery of Discover IT Business Services. Establishes patterns for infrastructure components and develops custom scripts for pattern development.
• Performing audits of hardware, configuration items, as needed to maintain accuracy within the CMDB. Monitor and manage exceptions to CMDB policies.
• Provides and approves all requirements, use cases, user stories, etc. in support of new or improving functionality of the Configuration Management program.
• Works in partnership with all Business Technology teams to support high system availability through the change management process. Ability to think like the consumers of the service and to negotiate terms of service.
• Provides technical leadership to peers and consumers. Responsible for using principles to understand customer situations and create solutions. Identifies and participates in service improvement initiatives.
• Drafts and publishes knowledge articles about and relating IT Service Management.
• Manages or operates in their defined service.
• Responsible for reporting on the established KRI/KPI for the service.

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Associate’s degree in computer science or related 
• 4+ years of experience in IT Services or related 
• In lieu of a degree, 6+ years of experience in IT Services or related 

Physical and Cognitive Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
• Ability to communicate verbally.; Ability to communicate in written form.

Preferred Qualifications 

Bonus Points If You Have: 

• Bachelor’s degree in computer science or related 
• 6+ years of experience in IT Services or related 
• ITIL Certification 

Discover will not sponsor or transfer employment work visas for this position.  Applicants must be currently authorized to work in the United States on a full-time basis.

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Application Deadline:

Compensation:

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.