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ServiceNow Academy
Data Admin – Role Overview
ServiceNow Academy: Data Admin - Role Overview

Table of contents
Table of Contents
1. Role and Responsibilities................................................................................................................................. 3
2. Skill Set................................................................................................................................................................... 4
3. Training and Support ........................................................................................................................................ 4
4. Governance / Collaboration ............................................................................................................................ 4

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ServiceNow Academy: Data Admin - Role Overview

1. Role and Responsibilities

1.1. Who are Data Admins?

Data Administrators (Data Admins) are local experts and internal consultants for a
division or function to provide support for key tasks (e.g., Service Modeling and Change
Template sharing).

1.2. Why do we need Data Admins?

Data Admins:
 Provide support regarding the setup, use, and maintenance of Groups, Services,
Infrastructure CIs, and Change Templates for their functions and coordinate with
other Data Admins and Data Governance to ensure global consistency and
adherence to standards
 Play a key role in maintaining a high level of data consistency and quality regarding
Groups, Services, Infrastructure CIs, and Change Templates across all of Roche IT

1.3. How is a Data Admin different from a System Admin and a Quality Admin?

 Data Admins have access and capabilities beyond that of Group, Service, and
Infrastructure Owners, but they are not ServiceNow System Admins.
 System Admins have the ability to create and configure core data structures, create
new roles, control system access and security, etc.
 Quality Admins are the only people with the ability to update key compliance-
related attributes of Services.

1.4. Within the functional scope, what are the key responsibilities of Data Admins?

Data Admins operate within a functional scope (e.g., AE&O or PT IT) to:
 Educate and advise on
o Data definitions, naming, and modeling
o Processes and procedures
o Data standards and conventions, and ensure adherence to them
 Create
o Services and Groups, and support their maintenance and eventual retirement
o CMDB Queries if needed by your organization
 Support
o Maintenance and retirement of Services
o Creation, maintenance, verification, and retirement of Infrastructure CIs
o Creation, maintenance and retirement of Change Management templates
 Monitor data quality and drive continuous improvement
 Collaborate with Process, Solution, and Data Governance Teams to provide
feedback and communicate requests as well as educate and communicate back to
functions

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ServiceNow Academy: Data Admin - Role Overview

2. Skill Set

 Ability to understand and support multiple processes and associated data

 Attention to detail to apply and review data for compliance to standards and
conventions
 Ability to effectively communicate, consult and educate on the intent and standards
for data ownership and management
 Ability to manage conflict and raise concerns or issues in a timely manner
 Understanding of data modeling and IT data constructs
 Understanding of ITSM service / system lifecycle processes

3. Training and Support

3.1 Training

 ServiceNow Academy:
o Basics of ServiceNow: Mandatory for all Data Admins to complete this training
o Other process training for general proficiency: Access each process training
module, select the ‘Data Admin’ role, follow the learning path and register
completion on LSO
 Highly recommended guidance in ServiceNow: Built-in guidance is available in
ServiceNow to learn how to perform different Data Admin tasks, such as creating
Groups and Services or reviewing Change Approval Models.
 Classroom training: Special classroom training is available for Data Admins, where
advanced (especially ServiceNow related) guidance for this role is provided.

3.2 Support

 Data Naming Standards and Guidance documentation

 Sharing of best practices among Data Admins
 Regular two-way communication with IT Global Process Teams

4. Governance / Collaboration
 Regular meetings and collaboration with IT Global Process Teams
 Ongoing communication and alignment with Data Governance