CON 22-0028 RFQ 19501 Service Management Service Now Expert

⁠⁠⁠The Services, delivered in collaboration with and under supervision by nominated AFP personnel, include, but are not limited to, the following:

• Assist in the design and development of the CMDB solution, including
o Establishing a Configuration Item (CI) class structure, Integration of the CMDB with discovery tools (including ServiceNow Discovery and Microsoft SCCM) and design of effective data management rules.
o Provide architectural guidance on the appropriate design and configuration of the CMDB to enable the effective management of IT CIs
o ServiceNow configuration and designs to facilitate the effective discovery and capture of CIs Into the CMDB
o Design an CI Class structure appropriate to the needs of the AFP to enable CI data to be captured, controlled and utilised
o Ensure that the CMDB Is appropriately secured and available to authorised users
o Working alongside the AFP Configuration Manager, develop and execute a plan to capture CIs Into the CMDB and enable effective adoption of the use of Configuration Management and the CMDB across the AFP
o Assist in the establishment Service Mapping and work with technical experts to validate service maps and facilitate a “service aware” CMDB.
• Provide general Service Now developer with expertise in ITSM, including:
o Technical: implementation of processes, workflow customisations, ticketing, process automation, report development, dashboard creation.
o System configurations: design and deliver technical solutions based on the ServiceNow platform and assist clients with proof of concepts, design work sessions and stakeholder engagement.
• Work effectively in a small team environment
• Provide knowledge / skills transfer to other team members
• Record and maintain files / information in accordance with AFP requirements