Business Analyst I

CMDB Analyst

The CMDB Analyst will assist with maturing the CMDB and driving data accuracy and completeness. Primary responsibilities and activities include:

• Performs analysis to identify CMDB data gaps
• Partners with System Owners to resolve data gaps (i.e., missing and invalid records). Monitors data quality improvements.
• Meets with key stakeholders to understand and document new CMDB use cases
• Defines solutions to meet use cases (via process, existing functionality, and/or system configuration)
• Creates Stories to document user requirements
• Performs User Acceptance Testing
• Defines ServiceNow reports/dashboards to monitor process adherence
• Creates CMDB job aids and training materials. Provides training to stakeholders.

Experience requirements include:

• 2+ years of experience working as a ServiceNow CMDB analyst. Deep understanding of CMDB concepts.
• Data analysis expertise
• Experience gathering CMDB requirements and partnering with ServiceNow development team to deliver a solution.
• Knowledge of ServiceNow Common Service Data Model (CSDM)
• Experience with Agile delivery methods
• Understanding of ITIL and IT Service Management concepts
• Excellent communication skills (verbal and written)
• Experience developing and delivering job aids, training materials, and communications related to CMDB processes
• Ability to negotiate and influence

Knowledge, skills, abilities, and behavior required include:

• Proven ability to successfully work in a team environment that presents ongoing change
• Strong interpersonal skills. Ability to build positive relationships with key stakeholders.