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This role is responsible for leading and maintaining the organization's Configuration Management practice with a primary focus on ensuring the integrity, accuracy, and reliability of the Configuration Management Database (CMDB) within ServiceNow. The Senior Configuration Management Analyst will oversee CMDB standards, enforce data governance rules, and streamline processes that support the broader IT Service Management ecosystem. Daily responsibilities include conducting CI audits, reconciling data discrepancies, analyzing unauthorized changes, and driving improvements that enhance visibility into the technology environment. The position will collaborate closely with ITSM leadership, technical teams, and business stakeholders to improve CMDB health, optimize workflows, and support operational excellence. The analyst will also develop dashboards and reports that provide meaningful insights into key performance indicators and operational trends, enabling data-driven decisions and accountability. Additionally, the role will proactively identify opportunities for automation, service enhancements, and process refinement while leveraging ServiceNow capabilities to bolster overall ITSM maturity and service delivery efficiency.
Job Responsibility:
Leading and maintaining the organization's Configuration Management practice with a primary focus on ensuring the integrity, accuracy, and reliability of the Configuration Management Database (CMDB) within ServiceNow
Overseeing CMDB standards, enforcing data governance rules, and streamlining processes that support the broader IT Service Management ecosystem
Conducting CI audits, reconciling data discrepancies, analyzing unauthorized changes, and driving improvements that enhance visibility into the technology environment
Collaborating closely with ITSM leadership, technical teams, and business stakeholders to improve CMDB health, optimize workflows, and support operational excellence
Developing dashboards and reports that provide meaningful insights into key performance indicators and operational trends, enabling data-driven decisions and accountability
Proactively identifying opportunities for automation, service enhancements, and process refinement while leveraging ServiceNow capabilities to bolster overall ITSM maturity and service delivery efficiency
Requirements:
5+ years of hands-on Configuration Management and CMDB ownership experience
Advanced ServiceNow expertise, specifically in CMDB administration, CI class modeling, reconciliation rules, lifecycle management, and data governance
Ability to create dashboards, reports, and KPIs/CSFs within ServiceNow
Experience conducting CI audits, identifying unauthorized changes, and implementing corrective actions
Strong understanding of ITIL v3 or ITIL 4 practices, especially Configuration Management, Change Management, and Incident/Problem workflows
Excellent communication and stakeholder engagement skills, with the ability to collaborate across technical and functional teams
Nice to have:
ServiceNow ITOM and Discovery experience
Hardware and software Asset Management experience
ITIL Foundations Certification (highly preferred)
Knowledge of regulatory, audit, or compliance frameworks
Experience improving ITSM maturity within an enterprise environment