Configuration Management Database Administrator I

WGU Configuration Management Database (CMDB) Administrator I

If you're passionate about building a better future for individuals, communities, and our country—and you're committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 404Pay Range: $79,300.00 - $118,900.00

Job Description

The Configuration Management Database (CMDB) Administrator I is responsible for maintaining Correctness, Compliance, and Completeness to sustain a healthy overall CMDB. They update Configuration Items, maintain Application, Business, and Technical Services, as well as collaborate with a myriad of external teams for requests. This position is considered a technical expert on WGU and its internal systems, understanding complex infrastructure relationships. Works alongside ServiceNow Administrators blueprinting and building changes within the CMDB on a sprint-by-sprint basis. Responsible for mapping internal system relationships and configuring dependency maps to demonstrate vulnerabilities during outages. Also assists the change management process inside the university. Understanding of the Change Advisory Board process is critical. The CMDB Administrator I requires an emphasis on system knowledge, and maintaining good rapport with external teams is imperative. Requires a technical understanding of up to senior level administration of internal applications and systems inside the university. Demonstrates leadership principles and provides technical expertise mentoring for others.

Job Duties:

• Receives escalated calls, emails, and intake tasks for configuration items.
• Resolves de-duplication and reclassification tasks in ServiceNow.
• Builds relationships and rapport with key business leaders, including executive management.
• Acts as a Subject Matter Expert for integrating with technical teams.
• Offers team consultations, as needed, for CMDB-related technical knowledge.
• Maintains CMDB Integrity by monitoring Correctness, Compliance, and Completeness.
• Leads or participates in trainings for increased knowledge of external teams' systems and operations.
• Participates in Change Management meetings.
• Increases the Knowledge Library as new processes are learned or developed.
• Incrementally improves practices where appropriate and collaborates in identifying and formulating new practices where possible.
• Provides after hours on-call assistance to Ed Tech through answering chats in Microsoft Teams and responding to OpsGenie alerts for emergencies.
• Demonstrates leadership principles and provides technical expertise mentoring for others.
• Performs other job-related duties as assigned.

KSAs:

• Self-motivated with the ability to work independently, prioritizing work and projects effectively
• Ability to proactively involve key technology infrastructure or other teams when necessary
• Ability to anticipate potential obstacles and develop contingency plans to overcome them
• Awareness of new and existing technologies, architectures, and best practices
• Ability to manage multiple issues simultaneously in high-pressure environments, where change is commonplace
• Ability to handle multiple interruptions and multi-task effectively
• Ability to diligently follow standards and best practices for many different technology areas
• Advanced analytical skills with the ability to analyze problems and make decisions with minimal management intervention
• Advanced written and verbal communication skills in correspondence at the executive level
• Technical understanding of up to senior level administration of internal applications and systems inside the university

Minimum Qualifications:

• High School Diploma or equivalent
• 1 year of experience as an Application Support Engineer I, Problem Analyst I, or software/infrastructure engineering
• Familiarity with AWS Services
• Data mining experience using data intended for forecast modeling and predicting of trends
• Advanced administrative experience in ServiceNow
• Familiarity with CSDM (Common Service Data Model) and how it works within the CMDB
• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.

Preferred Qualifications:

• Bachelor's Degree
• AWS Cloud Practitioner Certification
• Linux+ Certification
• ITIL Foundations v4
• Agile knowledge
• IIQ experience

Position & Application Details:

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information:

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at View email address on click.appcast.io.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.