Systems Specialist - ServiceNow CMDB Analyst

Description

• 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
• 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
• 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
• 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
• Administer and maintain the CMDB, ensuring data integrity and alignment with the CSDM framework. Define and maintain CI classes, attributes, and relationships
• 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
• Management and continual improvement of Auto Discovery processes and procedures, ensuring alignment with ITIL and ServiceNow recommendations for CMDB and Discovery configurations
• Partner with ETS teams (including infrastructure, asset management, and security) to ensure the CMDB supports ITSM processes like Incident, Problem, and Change Management
• Sit or stand to answer a phone for the duration of the workday
• Develop and maintain CMDB policies, standards, and procedures. Champion best practices for configuration management across the organization
• 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.
• 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

Requirements

• Demonstrate a strong understanding of IT Service Management principles and the ITIL framework is essential, Required
• Demonstrated analytical skills
• Strong written and verbal communication skills
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Deep knowledge of the ServiceNow platform, specifically modules like CMDB, Discovery, and Service Mapping, Required
• Bachelor's Degree and a minimum of three (3) years full-time work experience or
• Strong analytical, problem-solving, and critical-thinking skills are necessary for ensuring data accuracy and resolving complex issues, Required
• Demonstrate knowledge in the Common Service Data Model (CSDM), including CI classes, relationships, and data governance, 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
• Possesses strong technical aptitude
• Demonstrate a strong understanding of IT infrastructure components (servers, networks, databases, cloud resources), Required
• Well organized, detail oriented and flexible to handle multiple assignments
• Proven track record with at least 2 years experience in managing and maintaining a CMDB in a large enterprise environment, Preferred
• Possess manual dexterity and the ability to use hands for the duration of the workday
• Licenses/Certifications in ServiceNow Certified System Administrator (CSA), Preferred
• 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).
• Associate's Degree and a minimum of five (5) years full-time work experience or
• Master's Degree and a minimum of two (2) years full-time work experience or
• 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).
• Formal training in Project Management, Preferred
• Demonstrated problem solving skills
• Experience with system integrations (e.g., using Integration Hub, APIs) and data sources (e.g., Active Directory, SCCM), Preferred
• Driver's License Required
• Master's Degree and a minimum of seven (7) years full-time work experience.
• Ability to build strong customer relationships
• Licenses/Certifications in ITIL 4 Foundation certification and/or ServiceNow Certified Implementation Specialist Discovery (CIS-DISCO), Preferred

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance