ServiceNow CMDB Analyst

About the Role:

We are seeking a highly skilled ServiceNow CMDB Analyst to join our team. As a key member of our IT operations team, you will be responsible for managing the accuracy, completeness, and integrity of our Configuration Management Database (CMDB) within ServiceNow.

Key Responsibilities:

• Maintain and govern CMDB data to ensure it meets accuracy, completeness, and health targets.
• Configure and manage ServiceNow Discovery schedules, credentials, patterns, and MID Servers.
• Implement and maintain Service Mapping to establish and visualize CI relationships and dependencies.
• Conduct regular data audits, perform reconciliation, and manage normalization and deduplication of CI records.
• Support integrations with data sources such as SCCM, JAMF, Azure, AWS, and other infrastructure platforms.
• Partner with process owners to align CMDB data with ITSM, ITOM, and ITAM processes.
• Assist with the organization's CSDM implementation by aligning CI data to model standards and service constructs.
• Participate in Change Advisory Board (CAB) meetings to assess impact and ensure configuration data supports change evaluation.
• Assist with general ServiceNow operations, including ticket triage, access provisioning, enhancement testing, and admin tasks.
• Support and collaborate with teams working in ServiceNow Hardware Asset Management (HAM) and Software Asset Management (SAM) to ensure alignment with CMDB practices.
• Create and maintain CMDB-related reports, dashboards, and health indicators.
• Provide guidance and training to stakeholders and technical users on CMDB best practices and data standards.

Requirements:

• Bachelor's degree in technology, Computer Science or related field, OR equivalent work experience.
• ServiceNow Certified System Administrator (CSA) - required
• Certification(s) Preferred: Certified Implementation Specialist – Service Mapping, Certified Implementation Specialist – Discovery (CIS-Discovery), Certified Implementation Specialist – Hardware Asset Management (CIS-HAM), Certified Implementation Specialist – Software Asset Management (CIS-SAM), ServiceNow Certified Application Developer (CAD)
• Five (5) or more years of experience supporting enterprise IT operations, systems, or platforms
• Three (3) or more years of hands-on experience with ServiceNow CMDB, Discovery, and related modules
• Unique or Preferred Skills: Strong understanding of CI lifecycle management, relationship modeling, and platform data standards, Hands-on experience managing ServiceNow Discovery and MID Server configuration, Familiarity with Service Mapping and its integration into service operations and CMDB, Participation in change management or CAB processes to assess CI and service impact, Exposure to platform integrations with infrastructure systems (e.g., SCCM, cloud providers, endpoint tools), Familiarity with the Common Service Data Model (CSDM) and an interest in supporting its adoption, Working knowledge of ServiceNow administration and basic scripting concepts, Excellent verbal and written communication and presentation skills, Strong problem-solving, critical thinking, and collaboration skills, Ability to manage multiple priorities and contribute to strategic platform initiatives