CMDB Analyst

Streamline Operations. Optimize Platforms. Enable Service Excellence.

Overview

We are seeking a highly detail-oriented and strategic CMDB Analyst to join our IT team. This role is focused on the health, integrity, and operational excellence of our Service Now Configuration Management Database (CMDB). The ideal candidate is not a developer, but a subject matter expert who understands the "Gold Standard" of enterprise asset management. You will be responsible for ensuring that our CMDB acts as a single, reliable source of truth that drives informed decision-making across the IT organization.

Primary Functions

The CMDB Analyst serves as the guardian of our configuration data. Your primary focus is to oversee the lifecycle of Configuration Items (CIs), ensure alignment with the Common Service Data Model (CSDM), and utilize the Service Now CMDB Workspace to maintain a high-integrity environment. You will bridge the gap between technical data discovery and executive-level reporting.

General Duties & Responsibilities

• CMDB Governance: Act as the primary administrator for the Service Now CMDB Workspace, ensuring all CI data is accurate, up-to-date, and follows enterprise standards.
• Data Integrity: Monitor and remediate duplicate CIs, stale data, and orphan records to maintain a healthy CMDB.
• Process Oversight: Define and enforce the "proper way" of performing asset management within Service Now, ensuring all stakeholders adhere to established lifecycle workflows.
• Reporting & KPIs: Build and maintain Service Now Dashboards and Performance Analytics to track CMDB health, asset aging, and utilization.
• Stakeholder Communication: Translate complex technical data into actionable executive reports that demonstrate the value and health of our IT infrastructure.
• ITOM Collaboration: Partner with the technical teams to understand how Service Now Discovery and other data sources (Intune, SCCM, etc.) populate the CMDB without needing to manage the integrations yourself.
• Data Auditing & Manipulation: Perform deep-dive data analysis and "cleanup" projects using external tools (Excel, Access, Power BI) to identify trends or discrepancies that require remediation within the platform.

Qualifications & Requirements

Core Requirements

• Service Now Expertise: Deep, hands-on experience navigating and managing data within the Service Now CMDB Workspace.
• Enterprise CMDB Knowledge: Proven experience managing a CMDB in a large-scale enterprise environment with a strong understanding of the CSDM framework.
• Analytical Mindset: Ability to treat the CMDB as a strategic tool rather than just a database, focusing on data quality and its impact on the business.
• Reporting Proficiency: Strong ability to create standard Service Now reports, and Performance Analytics dashboards.

Technical Understanding (Non-Implementation)

• ITOM Awareness: A strong conceptual understanding of Service Now Discovery and how it identifies CI attributes and errors.
• Data Logic: Understanding of how data from external sources (such as Microsoft Intune or Jamf) should be structured and reconciled within the CMDB.

Preferred Knowledge (Not Required)

• ITAM Foundational Knowledge: A general understanding of IT Asset Management (Hardware and Software) lifecycle workflows, from procurement to disposal.
• Compliance: Familiarity with audit and reconciliation processes for license positions and hardware inventories.

Knowledge, Experience & Education

Education & Certification

• Education: Bachelor’s degree in IT, Computer Science, or MIS is preferred but not required. Significant professional experience in Service Now data management is the primary requirement.
• Certifications: Service Now Certified System Administrator (CSA) or ITIL v4 Foundations are highly preferred.

Education & Experience

• Bachelor’s degree in Information Systems, Computer Science, or a related field

• Minimum 3 years of experience in a Service Now administration or systems management role

Technical Skills

• Strong working knowledge of Service Now platform administration and configuration

• Familiarity with ITIL v3/v4 frameworks and principles

• Experience with Service Now performance monitoring, scripting, and integrations

• Unders…