Systems Specialist - ServiceNow CMDB Analyst

Overview

We are seeking a highly skilled ServiceNow CMDB Analyst to be part of the Service Management Office (SMO) ServiceNow IT Asset Management (ITAM) team supporting the Configuration Management Data Base (CMDB) utilizing the ServiceNow platform. The ServiceNow CMDB Analyst will have strong impacts on the IT Asset Management, Incident, Service Interruption and Change processes and maintain partnerships with the Application, Database, Enterprise Architecture, Network and Server teams for the installation and maintenance of the Applications and Services they run. The CMDB Analyst will be responsible for managing and maintaining the accuracy, health, and integrity of the CMDB to support key IT Service Management (ITSM) and IT Operations Management (ITOM) processes; and ensuring strategic alignment and ongoing process health in support of Business and Engineering Technology and Security (ETS) organization goals. Partners with the ITAM, ITSM and ServiceNow Platform teams to drive the Configuration Management and IT Asset Management spaces in coordination with the broader ServiceNow strategy.

Responsibilities

Core Responsibilities

• Functions as the Subject Matter Expert (SME) for the ServiceNow CMDB to include the CMDB Governance Process, Business Applications and Services, Support Groups, Computer and Infrastructure Endpoints, and Software Packages
• Administer and maintain the CMDB, ensuring data integrity and alignment with the CSDM framework. Define and maintain CI classes, attributes, and relationships
• Develop and maintain CMDB policies, standards, and procedures. Champion best practices for configuration management across the organization
• Proactively identify CMDB technical deficiencies and provide solution recommendations
• Conduct regular audits and reconciliation to ensure the accuracy, completeness, and consistency of CMDB data. Identify, troubleshoot, and resolve data discrepancies, stale CIs, and normalization issues
• Execution of periodic CMDB Data Certification exercises to ensure the continued integrity of CMDB data
• Develop and maintain dynamic, interactive ServiceNow CMDB-related dashboards and reports that are tailored to the audience and can be used to track the effectiveness of current ITSM technical investments. Present insights and status updates to stakeholders
• Partner with ETS teams (including infrastructure, asset management, and security) to ensure the CMDB supports ITSM processes like Incident, Problem, and Change Management
• Partners with the ITSM Team on the design and delivery of the strategy for the Configuration Management processes, ServiceNow CMDB, ServiceNow Auto Discovery, and IT Asset Management to deliver a single source of truth for all Configuration Items
• Management and continual improvement of Auto Discovery processes and procedures, ensuring alignment with ITIL and ServiceNow recommendations for CMDB and Discovery configurations
• Manage and track the ITSM backlog of ServiceNow stories related to the CMDB, working with stakeholders to gather requirements and ensure their ServiceNow CMDB needs are met by creating and managing stories for the platform team
• Manages operational projects related to the ServiceNow CMDB, executing the project plan, managing the backlog of stories, performing light configuration and development, coordinating and/or performing user acceptance testing and providing timely status updates to management throughout the project lifecycle

Qualifications

Required Education/Experience

• Master's Degree and a minimum of two (2) years full-time work experience or
• Bachelor's Degree and a minimum of three (3) years full-time work experience or
• Associate's Degree and a minimum of five (5) years full-time work experience or
• Master's Degree and a minimum of seven (7) years full-time work experience.

Preferred Education/Experience

• Master's Degree in Computer Science, IT or Engineering, Business or applicable degree and a minimum of two (2) years relevant full-time work experience in Configuration Management Data Base (CMDB).
• Bachelor's Degree in Computer Science, IT or Engineering, Business or applicable degree and a minimum of three (3) years relevant full-time work experience in Configuration Management Data Base (CMDB).

Relevant Work Experience

• Licenses/Certifications in ServiceNow Certified System Administrator (CSA), Preferred
• Licenses/Certifications in ITIL 4 Foundation certification and/or ServiceNow Certified Implementation Specialist Discovery (CIS-DISCO), Preferred
• Proven track record with at least 2 years experience in managing and maintaining a CMDB in a large enterprise environment, Preferred
• Formal training in Project Management, Preferred
• Experience with system integrations (e.g., using Integration Hub, APIs) and data sources (e.g., Active Directory, SCCM), Preferred
• Deep knowledge of the ServiceNow platform, specifically modules like CMDB, Discovery, and Service Mapping, Required
• Demonstrate knowledge in the Common Service Data Model (CSDM), including CI classes, relationships, and data governance, Required
• Demonstrate a strong understanding of IT Service Management principles and the ITIL framework is essential, Required
• Demonstrate a strong understanding of IT infrastructure components (servers, networks, databases, cloud resources), Required
• Strong analytical, problem-solving, and critical-thinking skills are necessary for ensuring data accuracy and resolving complex issues, Required
• Strong skills and experience with MS Office suite: Word, Excel, PowerPoint, Visio and Project, Required
• Excellent oral and written communication skills, ability to plan, organize and lead meetings, articulate technical concepts and requirements to both technical and non-technical stakeholders, and the ability to develop documentation that will be consumed by users of diverse backgrounds and skills, Required
• Excellent work ethics and integrity, along with the ability to work under pressure, manage expectations and conflicts effectively and not get overwhelmed by pressures on team, Required
• Strong interpersonal skills with the ability to influence and drive change and manage expectations, Required

Skills and Abilities

• Demonstrated analytical skills
• Demonstrated problem solving skills
• Strong written and verbal communication skills
• Possesses strong technical aptitude
• Ability to build strong customer relationships
• Well organized, detail oriented and flexible to handle multiple assignments

Licenses and Certifications

• Driver's License Required

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Possess manual dexterity and the ability to use hands for the duration of the workday

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.