Configuration Management Service Analyst

JOB DESCRIPTION

Hybrid - Local candidates Only

JOB SUMMARY

Manages and optimizes the Configuration Management Database (CMDB) to ensure data accuracy and support IT Service Management (ITSM) processes. Implements and refines Discovery and Service Mapping, ensures data integrity through audits and validation, and develops dashboards and reports to monitor CMDB health. Requires a strong understanding of ITSM capabilities, along with experience in CMDB data modeling, automation, and stakeholder collaboration, to provide technical leadership and training.

JOB DUTIES

• Understands and applies principles, theories and concepts related to the profession and culture.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Impact is generally limited to specific assignments or projects.
• May respond to inquiries and/or provide assistance and/or guidance to lower-level workers.

ADDITIONAL JOB DUTIES

Configuration Management Analyst Sr.

• Serve as a subject matter expert (SME) for the CMDB, maintaining its accuracy, completeness, and integrity.
• Drive the implementation and optimization of Discovery, Service Mapping, and other automation tools to populate and maintain the CMDB.
• Conduct CMDB audits, data certification, and reviews to identify and resolve technical deficiencies and ensure data accuracy.
• Design and deliver dashboards and reports to provide insights on Key Performance Indicators (KPIs) and support data-informed decisions.
• Proactively identify and implement opportunities for process and automation improvements within the configuration management lifecycle to enhance efficiency.
• Partner with DevOps, CI Owners, Solution Architect, Cyber Security and other key stakeholders to ensure accurate and timely CMDB population and to align processes with ITIL best practices.
• Provide technical guidance and mentorship to other analysts.
• Manage prioritization of the CMDB backlog and perform configuration and development tasks as needed.

EXPERIENCE

• Requires minimum 5 years job related work experience in excess of degree requirements
• Requires minimum 5 years progressively responsible experience in Configuration Management or other relevant work experience
• Ability to analyze data, identify technical deficiencies, and solve complex problems related to data quality and process issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Advanced SQL proficiency for data analysis and reporting
• Experience using AI tools to streamline day-to-day workflows and improve team efficiency

EDUCATION

• Bachelor's Degree : Business, Computer Science, Information Systems or related field (Required)
• or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

CERTIFICATION

• ITIL Foundation (Preferred)
• ServiceNow Certified System Administrator or equivalent ITSM/ITOM certification (Preferred)