ITSM / CMDB / ServiceNow Analyst

Maintains the ServiceNow platform's ITSM processes and CMDB accuracy for the integration program, ensuring incidents, requests, and assets tied to each acquisition are tracked and reportable.
Reports to: Project Lead / Service Desk Lead
Key Responsibilities
•    Configure and maintain ServiceNow ITSM modules (Incident, Request, Change) for the integration program
•    Own CMDB accuracy — creating and updating configuration items for newly integrated sites, devices, and services
•    Build and maintain reporting/dashboards tracking hypercare tickets, SLAs, and integration progress
•    Support data imports/reconciliation of assets and services from acquired entities into the CMDB
•    Partner with Service Desk and technical workstreams to ensure consistent ticket categorization and routing
•    Administer workflow, forms, and catalog items supporting integration-specific processes
Required Qualifications
•    2-4 years experience administering ServiceNow, including ITSM and CMDB modules
•    Understanding of CMDB data modeling and CI relationships
•    Experience building reports/dashboards in ServiceNow
Preferred Qualifications
•    ServiceNow certification (CSA or ITSM Fundamentals)
•    Experience with CMDB reconciliation during M&A or system consolidation projects; familiarity with ServiceNow Discovery