Job Description
The ServiceNow CMDB Analyst is responsible for managing and maintaining the day-to-day Configuration Management (CM) services to ensure an accurate and reliable CMDB. The ideal candidate should have a solid understanding of ITIL framework and CM principles. The analyst will be tasked to work directly with stakeholders to ensure that the CMDB accurately reflects the current IT environment. In addition to maintaining CMDB accuracy the analyst will be responsible for analyzing CMDB data to identify trends and opportunities for improvement. The analyst will be skilled with data analytics and have experience with proving the intrinsic value of the CMDB.
Responsibilities Include:
* Complete operational activities as defined by CM policies and procedures. This will include maintaining configuration item (CI) metadata and relationships via the CMDB Health Dashboard
* Fulfill CM operational change requests as assigned via the change management process
* Establish and build relationships with other IT Infrastructure (ITIL) process owners, applicable tool owners and stakeholders to understand business objectives, data structure, and how CM will best support the enterprise and process specific objectives
* Mentor the organization on CM services, concepts, policies, and procedures
* Oversee the design, coding, and testing of CMDB related reports as needed
* Define, create, and monitor CMDB health reports, dashboards, and other reports that support auditing and compliance of CMDB management
* Collect and report on CMDB metrics as required
* Utilize Performance Analytics to generate dashboards that prove out the value of the data housed in the CMDB
* Identify and report on noncompliance situations within CMs remit
* Create and perform CM data certification audits as directed
* Collaborate on the development and implementation of policies and procedures to govern the creation, maintenance, and archiving of CMDB records and ensure the accuracy and completeness of CMDB data
Required Skills & Experience
* Associates degree in computer science, business administration, or related field; or an equivalent combination of education and experience sufficient to perform the essential functions of the job
* Three years of relevant experience with the ServiceNow application and specifically the modules relating to Configuration Management, Discovery, and Change Management
* Experience delivering measurable outcomes, performance consistency, and reporting results to key process partners and stakeholders
* Experience with the CMDB Query Builder and or ServiceNow Performance Analytics
* Ability to translate technical information into non-technical terms
* Effective organizational, time management and planning skills
* Advanced computer skills including MS Office applications (Word, Excel, Outlook, etc.) and help desk tracking software
* Ability to give and receive feedback as part of a cohesive agile squad
* Flexibility and adaptability to change, and continuous learning mindset
* Strong decision making and problem-solving skills
* Ability to work with minimal supervision
Nice to Have Skills & Experience
* Expert in data analytics
* Experience with ServiceNow Common Service Data Model (CSDM) version 3.0 or higher
* Minimum of 3 years' experience with ITIL V3/V4 Foundation leveraging ITSM and ITOM best practices supported by a Configuration Management System, preferred
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.