ServiceNow Application Analyst, ITOM, CMDB

In this role, you will be responsible for maintaining, optimizing, and ensuring the ongoing health, accuracy, and reliability of our Configuration Management Database (CMDB). You will partner closely with technical stakeholders, data owners, and process managers across IT, Security, and Service Management to uphold the integrity of our CMDB and drive operational excellence. Your responsibilities will center on vigilant monitoring, proactive problem-solving, and hands-on maintenance, ensuring that the CMDB remains up to date and accurate for our key stakeholders of the platform.

Key responsibilities include:

• Monitoring and maintaining the ongoing health, accuracy, and completeness of the CMDB, ensuring it meets organizational standards and stakeholder needs
• Performing day-to-day operational tasks, including data quality reviews, reconciliation, CI lifecycle management, and exception handling
• Identifying, diagnosing, and resolving issues impacting the CMDB, either independently or in collaboration with ServiceNow developers and other technical teams
• Partnering with stakeholders across IT, Security, and Service Management to understand their requirements and help translate them into actionable CMDB use cases
• Working with data owners and process managers to enforce proper CI ownership, data stewardship, and process adherence
• Supporting ServiceNow discovery, integration, and automation processes to ensure accurate and timely CI data population
• Providing guidance and training to stakeholders on CMDB best practices, data consumption, and reporting
• Assisting with audits, compliance reviews, and reporting related to CMDB data quality and configuration management processes
• Documenting processes, procedures, and knowledge articles to support operational continuity and CMDB maturity