Company Overview

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick.  The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 58 offices in 37 countries, and its deep expertise and client roster cross every industry and economic sector.

Position Summary

The Operations Team is a part of the TSG Infrastructure Services team which is responsible for providing and supporting core local office/data center services globally.  Under the direction of the Manager of the TSG Infrastructure Operations, the Ops team is responsible for implementing operations standards and process improvements across a diverse set of technologies.

This is a technical position and as such good working knowledge of ServiceNow components/assets such as Asset Management, CMDB, Change, Incident, and Problem Management, Service Catalog, and Knowledge Management is key to success.  

. You will also need in-depth knowledge of ITIL best practices and the ability to put those best practices into operation.

The Systems Administrator with ServiceNow focus will support the mission of the Infrastructure Services team to deliver secure, reliable, consistent, and scalable services to our customers for systems on-premise and in the Cloud while keeping the CMDB up to date, as other services/automation efforts will depend on that.  This will involve reporting, log analysis, API error analysis, and troubleshooting CMDB assets. This individual also ensures that CMDB/Discovery day to day admin activities are worked on without fail. The successful candidate will be expected to perform ongoing maintenance of the CMDB and other associated duties (including rotating On-Call schedule) that may occur after normal business hours as required and will participate in a rotating 5-day work-week schedule that will include some Saturdays to minimize the business impact of maintaining a critical 24x7 infrastructure.

Health & quality of the CMDB​

• Maintain data continuity within the ITAM Repository, including Models​
• Troubleshoot and assign remediation tasks to Infrastructure Teams or CMDB Group​
• Monitor Discovery Dashboard for newly discovered CI’s and identify Discovery gaps for devices that are not recognized​
• Coordinate with Operations team in New Delhi on monitoring CMDB on accuracy & consistency​
• Monitor MID Server status and performance. Remediate or update configuration/ architecture as needed. ​
• Plan and manage the ongoing maintenance of the CMDB
• Track compliance of the process ​
• Escalate any issues with the process to the Process Owner​
• Gather and report on process metrics 
• Leads process improvements, upgrade planning, and execution for CMDB/Discovery/Asset

Systems Maintenance

• Ensure the health of our monitoring systems, including Microsoft Operations Manager, Orion, VMware, and other monitoring tools
• Respond to alerts, tickets, and requests in a timely fashion.
• Troubleshoot and resolve problems while following proper escalation procedures as needed

• Take part in patching systems, and following prescribed processes and procedures for testing
• Proactively report on important updates applicable to our environment and suggest implementation plans.
• Perform on-call duties as per business needs.

Other duties as required

• Bachelor’s degree with a demonstrated interest in technology, technology issues, and analytical analysis; candidates with equivalent experience and demonstrated strong performance will be considered
• 3-5 years’ experience in IT or a Services Operational support function
• Experience with ServiceNow CMDB
• Strong written and verbal communications skills
• ITIL certification(s) (ITIL/F v3) is strongly desired or an in-depth understanding of ITIL best practices
• ServiceNow Certified System Administrator certification