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AbbVie Service Asset Configuration Management Administartor in North Chicago, Illinois

About AbbVie

AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on Twitter ( , Facebook ( , Instagram ( , YouTube ( and LinkedIn ( .


The SACM Administrator role will work with CI owners to perform the following critical tasks: validate CMDB data, drive data mapping of infrastructure CIs to Business Applications CIs, incorporate and improve Configuration Management processes; drive CMDB accuracy, focus on critical business and technical services, be responsible for validation and auditing of Discovered data, resolve CI conflicts and reduce and eliminate CI duplicates. In addition, the SACM Administrator will work with the larger CMDB team to create and execute best practices of sharing CMDB and Asset data with business partners, so infrastructure and application teams will better understand the value of CMDB and asset data. This role will have a thorough understanding of configuration management principles, methodologies, and tools, and will have detailed understanding of data models and data relationships as they relate to ITIL aligned configuration management data and processes. The SACM Administrator will have a good understanding of data center infrastructure and end user technology environments. The SACM Administrator will be responsible for working to develop, design and own technical solutions for CMDB & ITOM functions on the ServiceNow platform. This role will also work with Application/Infrastructure SMEs to validate the relationship information contained in the CMDB for key applications. In addition, because Configuration Management processes and data are core to a wide variety of ServiceNow and ITIL processes, a overall understanding of all ITIL processes, ServiceNow core functions would be very advantageous. Secondary skills include but not limited to Business Rules, Client Scripts, UI Policies, JavaScript, MID servers, Workflow editor, and other system processes and logging.

Primary Responsibilities:

SACM Administrator – This resource would be responsible for maintaining the structure and integrity of the CMDB; adhering to all principles and standards defined by the AbbVie CMDB owner, including:

  • Working closely with CI Owners and Configuration Operations Managers, and technical subject matter experts to ensure the Configuration Management Database (CMDB) is kept up to date.

  • CMDB process performance and data integrity

  • CMDB Integration data integrity

  • Responsible for Bulk Loads update required by platform owners

  • Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform.

  • Provide software coding and customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, scripting, third party software integrations, and custom application development

  • Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes.

  • Coordinate and solve complex technical data and transformation issues.

  • Obtain and analyze/interpret business requirements to purpose sustainable solutions in ServiceNow.

  • Answer “how to” technical and application configuration questions.

  • Develop, maintain, and execute reports to ensure system operation meets performance targets.

  • Create and maintain system design and operations documentation.

  • Complete other duties as assigned.



  • Bachelor's Degree with 7 years’ experience; Master's Degree with 6 years’ experience; PhD with 2 years’ experience.

  • 5+ year’s ServiceNow experience with emphasis in ServiceNow Administration/Developer

  • Highly desirable ServiceNow experience: CMDB, Asset Management

  • Experience following Systems Development Life Cycle processes

  • Excellent verbal and written communication skills

  • Strong process development and documentation skills.

  • Advanced technical ServiceNow development skills.

  • Proven track record of effective project leadership and positive results.

Desired Characteristics:

  • Excellent English, communication, interpersonal and collaboration skills

  • Previous experience in deploying ServiceNow IT Service Management tools

  • Experience in the Life Sciences industry

  • Strong analytical and problem-solving skills

  • Ability to mentor others about proper ServiceNow administration processes and value

  • ITIL Foundation Certifications

Significant Work Activities

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)



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Equal Employment Opportunity

At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.