CMDB Process & Technical Analyst

Roles And Responsibilities

• Own and maintain CMDB processes in alignment with ITIL best practices, ensuring data accuracy, completeness, and compliance.
• Define and enforce CMDB data governance standards, naming conventions, and relationship models.
• Configure and manage CMDB in ServiceNow, including CI class structures, discovery sources, reconciliation rules, and data import sets.
• Partner with ServiceNow development teams to design and implement automated data integrations, discovery schedules, and reconciliation jobs.
• Monitor CMDB health using dashboards and KPIs; proactively address data quality issues.
• Collaborate with process owners (Incident, Change, Problem, Asset) to ensure CMDB supports ITSM processes and business needs.
• Conduct regular audits of CMDB data and reconcile against authoritative data sources.
• Develop training materials and conduct workshops to promote CMDB process adoption and understanding across IT teams.
• Support audits and compliance efforts by providing accurate and timely CMDB data.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field.
• 3+ years of experience managing or supporting a CMDB, preferably in a ServiceNow environment.
• Strong understanding of ITIL Configuration Management principles and processes (ITIL v3/v4 Foundation or higher preferred).
• Hands-on experience configuring and maintaining CMDB in ServiceNow, including discovery, integrations, and reconciliation.
• Proficiency in querying and analyzing CMDB data for reporting and health checks.
• Familiarity with IT asset management, service mapping, and dependency visualization.
• Strong problem-solving skills with attention to detail and data quality.
• Excellent communication skills with the ability to collaborate across technical and non-technical teams