ServiceNow CMBD Analyst

Responsibilities

• Maintain and support the enterprise CMDB within ServiceNow, ensuring data quality, consistency, and operational reliability
• Support Configuration Item lifecycle management processes, including onboarding, updates, certification, retirement, and archival activities
• Monitor CMDB Health dashboards and drive remediation efforts for duplicate, stale, orphaned, or incomplete CI records
• Validate and troubleshoot Discovery, Service Mapping, and Service Graph Connector data integrations
• Investigate reconciliation conflicts, identification issues, relationship gaps, and data normalization concerns within the CMDB
• Partner with Infrastructure, Cloud, Security, Asset Management, and ITSM teams to improve CMDB governance and operational alignment
• Support governance initiatives including CI ownership, data stewardship, audit readiness, and compliance reporting
• Develop and maintain operational dashboards, KPIs, and reporting metrics related to CMDB health and data quality
• Assist in root cause analysis and operational investigations involving CMDB data discrepancies or platform issues
• Support process documentation, knowledge transfer, operational runbooks, and end-user enablement activities
• Collaborate with platform administrators, architects, and engineering teams to support ongoing ServiceNow ITOM maturity initiatives
• Identify opportunities for automation, AI enablement, and operational efficiency improvements related to Configuration Management processes and data governance

Requirements

• 3–5+ years of experience supporting CMDB, Configuration Management, or IT Operations processes
• ServiceNow Certified System Administrator (CSA)
• ServiceNow CIS - Data Foundations Certification
• Experience with Discovery, Service Mapping, AWS Cloud Discovery and Service Graph Connectors (SCCM, Intune, Jamf, SolarWinds) – highly preferred
• Hands-on experience with ServiceNow CMDB administration, Discovery validation, and CI lifecycle management
• Strong understanding of CMDB governance principles, data quality management, and operational process controls
• Strong understanding of ServiceNow Identification and Reconciliation Engine (IRE) concepts and best practices
• Understanding of enterprise infrastructure technologies including servers, virtualization, cloud platforms, networking, and application dependencies
• Strong analytical, troubleshooting, communication, and stakeholder management skills
• Ability to work cross-functionally with technical and operational teams in a complex enterprise environment

Qualifications

• Bachelor’s degree or equivalent experience
• Exposure to CMDB Health governance initiatives and operational reporting frameworks
• Experience supporting ServiceNow Now Assist, AI Skills, intelligent automation initiatives, or AI-assisted operational workflows related to CMDB and IT operations processes
• Healthcare industry experience