Senior Configuration Management Service Analyst

Job Summary:

We are seeking a Senior Configuration Management Service Analyst to manage and optimize the Configuration Management Database (CMDB) to support IT Service Management (ITSM) processes. This role focuses on ensuring data accuracy, implementing Discovery and Service Mapping, and driving automation and process improvements. The ideal candidate will bring strong technical expertise, data analysis skills, and the ability to collaborate across cross-functional teams.

Key Responsibilities:

Serve as SME for CMDB, ensuring accuracy, completeness, and data integrity Implement and optimize Discovery, Service Mapping, and automation tools Conduct CMDB audits, data validation, and certification processes Identify and resolve data quality and technical deficiencies Design and develop dashboards and reports to track KPIs and CMDB health Drive continuous improvement in configuration management processes and automation Collaborate with DevOps, CI Owners, Solution Architects, and Cyber Security teams Align CMDB processes with ITIL best practices Manage CMDB backlog, prioritization, and configuration/development tasks Provide technical guidance, mentorship, and support to junior analysts

Required Skills:

Strong experience in CMDB management and ITSM processes Expertise in Discovery and Service Mapping tools Advanced SQL skills for data analysis and reporting Strong analytical and problem-solving abilities Excellent verbal and written communication skills Experience working with cross-functional technical teams Familiarity with automation and AI tools for workflow optimization

Preferred Skills:

Experience with ServiceNow or similar

ITSM/ITOM

platforms Knowledge of ITIL framework and best practices Experience in DevOps and enterprise IT environments Dashboarding and reporting tool experience

Education:

Bachelor's degree in Computer Science, Information Systems, Business, or related field Equivalent combination of education and experience may be considered

Experience:

5+ years of experience in Configuration Management or related IT roles 5+ years of progressively responsible experience in

CMDB/ITSM

environments

Certifications:

ITIL Foundation (preferred) ServiceNow Certified System Administrator or equivalent (preferred)

Soft Skills:

Strong leadership and mentorship capabilities Ability to explain technical concepts to non-technical stakeholders Strong prioritization and organizational skills Collaborative and proactive mindset