ServiceNow CMDB Analyst

Role Overview

• Defines, develops, documents, and measures business processes and supporting tools to achieve high levels of efficiency, data quality, and operational consistency.
• Facilitates the application of new technologies, particularly ServiceNow capabilities, to existing business and IT processes.
• Assesses business, process, and data requirements; conducts research and analysis to determine viable solutions; and recommends alternatives and enhancements.
• Provides subject matter expertise on ServiceNow ITSM, CMDB, and related modules, including process design, configuration impacts, and data quality considerations.
• Utilizes appropriate analytical and diagnostic tools to perform problem determination, root cause analysis, and trend analysis, identifying bottlenecks, redundancies, vulnerabilities, and opportunities for improvement.
• Evaluates the strengths and weaknesses of existing internal processes, data models, controls, and tools, with a focus on CMDB accuracy, completeness, and governance.
• Partners with technology, operations, and data stakeholders to define process controls, validation rules, and quality thresholds that support audit, risk, and compliance expectations.
• Designs and supports testing and quality assurance activities, including process validation, UAT coordination, regression testing, and post‑implementation verification.
• Analyzes, documents, and disseminates process changes, data quality improvements, and productivity gains to stakeholders and process owners.
• Participates in pre‑implementation planning for enterprise initiatives to assess process readiness, data impacts, and risk to the assigned organization.
• Presents findings, insights, and recommendations to business process owners, technology partners, and leadership audiences.
• Frequently interfaces with business lines, management, and internal technology teams to coordinate cross‑functional activities and resolve issues.
• Contributes to reducing mean time to repair (MTTR) for incidents through improved process design, data reliability, and platform enablement.
• Supports training and knowledge transfer, including creation of process documentation, job aids, and enablement materials related to ServiceNow and associated processes.
• Leads enterprise onboarding of new Configuration Item (CI) classes, defining standards for CI definitions, naming, KPIs, managed attributes, and discovery or federation requirements.
• Establishes ownership and accountability expectations for CI Owners and Data Stewards to ensure ongoing data quality and governance.
• Drives automation and AI enablement opportunities across the CMDB and related IT Asset Management and Service Management processes to improve efficiency, data integrity, and operational risk management.

Requirements

• Bachelor’s degree or equivalent work experience
• ITIL Service Management Foundation certification
• At least 5 years of experience assessing and documenting business opportunities, benefits, risks, and success factors for technology or process initiatives
• At least 10 years of experience within an Information Technology (IT) environment
• At least 5 years of experience using tools and techniques for planning, organizing, monitoring, and controlling IT projects
• Current ServiceNow Certified Implementation Specialist (CIS) certification (CMDB, ITSM, or related specialization strongly preferred)
• Hands‑on experience with CMDB processes, data models, relationships, health metrics, and governance practices
• Experience supporting or enabling ServiceNow training, adoption, and user enablement across technical and non‑technical audiences
• Experience designing and executing process testing, UAT, and quality assurance activities for technology and process changes
• Ability to define test scenarios, validate outcomes, and ensure changes meet functional, data, and control requirements.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law