Systems Specialist - ServiceNow CMDB Analyst

Description

• 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
• 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
• 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.
• 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
• Develop and maintain CMDB policies, standards, and procedures. Champion best practices for configuration management across the organization
• Execution of periodic CMDB Data Certification exercises to ensure the continued integrity of CMDB data
• Proactively identify CMDB technical deficiencies and provide solution recommendations
• Management and continual improvement of Auto Discovery processes and procedures, ensuring alignment with ITIL and ServiceNow recommendations for CMDB and Discovery configurations
• 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
• Administer and maintain the CMDB, ensuring data integrity and alignment with the CSDM framework. Define and maintain CI classes, attributes, and relationships
• 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
• 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
• Sit or stand to answer a phone for the duration of the workday

Requirements

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

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance