Senior, Information Technology Analyst

Job description

**Overview**

**About Business Unit:**

At the core of all that Epsilon does is a team that sets the foundation of our IT infrastructure.

The team drives innovation and efficiency through disruptive technology across Epsilon's platforms and business verticals.

From being the first point of contact for infrastructure needs to final deployment, the team provides end-to-end solutions for our client-facing platforms.

ETS supports all aspects of
revenue-generating platforms for Epsilon and sets the architectural direction for our enterprise deployments.

By embracing the latest technologies, such as Cloud, Automation, and Artificial Intelligence, the team is at the front of transforming our digital business and capturing new opportunities.

**Why we are looking for you:**

+ To assist us in establishing and maturing the Configuration Management process, ensuring accurate visibility of IT assets and their relationships.
+ To standardize data collection and maintenance processes for each CI class, improving data quality and governance.
+ To support audit and compliance requirements through structured configuration data and traceability.
+ To enhance change and incident management by providing transparency into Configuration Items and the related attributes
+ To assist in enabling accurate service modeling by clearly defining and differentiating between Business Services (customer-facing) and Technical Services (supporting infrastructure).
+ To design and develop intuitive dashboards that improve insight into service performance, trends, and critical metrics.

Automate when possible.
+ To establish governance over the SQL Server Data Warehouse accessed through Power BI, ensuring proper data usage, consistency, and availability.

**What you will enjoy in this role:**

+ Creating clarity and structure by mapping complex IT environments into a well-organized CMDB.
+ Collaborating across teams to ensure data integrity alignment with operational needs and understanding reporting needs to delivery impactful solutions.
+ Driving continuous improvement, identifying gaps, and implementing standard methodologies to enhance data quality and process efficiency.
+ Championing process adoption, collaborating with team members to embed CMDB practices into daily operations and change workflows.
+ Supporting compliance and audits with reliable, traceable configuration records.
+ Designing intuitive dashboards that tell compelling stories through visuals.
+ Empowering collaborators with self-service analytics and real-time reporting.
+ Staying on the cutting edge of tools like Power Bi and ServiceNow.

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

(https://www.youtube.com/watch?v=xpjtfpntuv8&t=1s)

**Responsibilities**

+ CMDB Governance: Establish and enforce CMDB policies, standards, and procedures.
+ Data Accuracy & Integrity: Ensure configuration items (CIs) are accurately recorded, updated, and audited regularly.
+ Integration: Monitor the effectiveness of integration of CMDB with ITSM tools (e.g., ServiceNow,) and other asset management systems.

Analyse Issues and find solutions.

Provides guidance to design discussions on integrations within ServiceNow.
+ Change Management Coordination: Collaborate with change managers to ensure CMDB reflects current environment
+ Develop, maintain, and update comprehensive documentation of workflows, procedures, for Service Management processes.
+ Continuous Improvement: Identify and implement process improvements related to configuration management.
+ Reporting & Analysis: Generate Governance and Performance dashboards for Service Management
+ Problem & Incident Support: Provide CMDB insights to support root cause analysis and incident resolution.

**Qualifications**

Education:

+ Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

Technical Skills:

+ Strong experience managing Configuration Management Databases (CMDB) within ServiceNow.
+ Deep understanding of ITIL framework, especially Configuration and Change Management processes.
+ Proficient in ServiceNow modules: Core Foundation, CMDB, Asset Management, Change Management, Discovery.
+ Experience with ServiceNow integrations and APIs for automated data updates.
+ Ability to perform data audits, reconciliation, and CMDB health checks.
+ Advanced proficiency with Power BI: report/dashboard development.
+ Experience with data modeling and connecting multiple data sources.
+ Familiarity with Excel (pivot tables, advanced formulas)
+ Knowledge of data warehousing concepts and relational databases is a plus.

Experience:

+ 5+ years managing CMDBs or configuration management processes and 3+ years PowerBI reporting experience
+ Proven track record in maintaining data accuracy and CMDB governance.
+ Proven ability to translate business requirements into actionable reports and dashboards.
+ Experience working with cross-departmental collaborators to deliver insights.

Soft Skills:

+ Strong analytical and problem-solving abilities.
+ Excellent communication skills to train and support
+ Thorough with a focus on data quality and compliance.
+ Strong internal motivation to achieve goals

**Additional Information**

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem.

For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice.

1 View of their universe of potential buyers.

1 Vision for engaging each individual.

And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology.

We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements.

Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC.

Epsilon is a global company with more than 9,000 employees around the world.

Epsilon has a core set of 5 values that define our culture and guide us to create value for our clients, our people and consumers.

We are seeking candidates that align with our company values, demonstrate them and make them meaningful in their day-to-day work:

+ **Act with integrity.** We are transparent and have the courage to do the right thing.
+ **Work together to win together.** We believe collaboration is the catalyst that unlocks our full potential.
+ **Innovate with purpose.** We shape the market with big ideas that drive big outcomes.
+ **Respect all voices.** We embrace differences and foster a culture of connection and belonging.
+ **Empower with accountability.** We trust each other to own and deliver on common goals.

**Because You Matter**

YOUniverse.

A work-world with you at the heart of it!
At Epsilon, we believe people make the place.

And everything we do is designed with you in mind.

That’s why our work-world, aptly named ‘YOUniverse’ is focused on creating a nurturing environment that elevates your growth, wellbeing and work-life harmony.

So, come be part of a people-centric workspace where care for you is at the core of all we do.

Take a trip to YOUniverse and explore our unique benefits, here (https://www.epsilon.com/apac/youniverse)

**Epsilon is an Equal Opportunity Employer.**
Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.

#DNI

Required Skill Profession

Other General