Job Summary: The ServiceNow CMDB Analyst is responsible for the configuration, maintenance, and administration of the Configuration Management Database (CMDB) within the ServiceNow platform. This role involves collaborating with various stakeholders to ensure accurate and up-to-date configuration data, as well as supporting the integration of other IT service management processes with the CMDB.

Responsibilities:

• Configure and maintain the ServiceNow CMDB to ensure accurate representation of all configuration items (CIs) and their relationships.

• Configure and maintain ServiceNow Discovery Agentless and ACC.

• Collaborate with cross-functional teams to gather, analyze, and document configuration data requirements.

• Conduct regular audits and reconciliation activities to identify and resolve discrepancies or data integrity issues within the CMDB.

• Develop and enforce CMDB policies, standards, and procedures to ensure data accuracy and consistency.

• Monitor and manage CMDB health, including identifying and resolving data quality issues and ensuring data compliance with established guidelines.

• Collaborate with other IT service management teams to ensure integration of CMDB with Incident, Problem, Change, and Asset Management processes.

• Provide training and support to end-users on CMDB-related processes and best practices.

• Participate in the evaluation and implementation of new CMDB features, enhancements, and tools to improve data accuracy and efficiency.

• Stay up-to-date with industry best practices and trends related to CMDB management and ServiceNow platform capabilities.

• Assist in the creation and maintenance of CMDB-related documentation, including configuration item (CI) models, relationships, and data dictionaries.

Requirements:

• Bachelor’s degree in information technology, Computer Science, or related field or equivalent experience

• 5 plus years ServiceNow experience with a focus on IT Service Management (ITSM)

• 4 years’ experience with the ServiceNow CMDB and how it supports other ITSM processes (e.g.: Incident, Problem, Change, and Asset Management)

• Excellent analytical, and problem-solving skills on maintaining CMDB data integrity

• Works well in a team environment and is comfortable with an extremely fast pace, switching priorities, and multitasking.

• Strong organizational skills

• Excellent collaboration, customer service, and communication skills to work in a team environment.

• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously.

• ITIL Foundation v3 or v4 certification is preferred.

• Excellent collaboration, customer service, and communication skills to work in a team environment.