ServiceNow CMDB Analyst

U.S. Bank ServiceNow CMDB Analyst

U.S. Bank is seeking a ServiceNow CMDB Analyst to join our IT Asset Management & Data team. This role is responsible for supporting and improving the Configuration Management Database (CMDB) within the ServiceNow platform, with a focus on Configuration Item (CI) class management, data quality, CMDB health, and process improvement.

The ideal candidate brings hands-on CMDB experience and a strong understanding of how accurate configuration data supports enterprise technology operations. This individual will help drive CMDB maturity through data remediation efforts, cleanup initiatives, process improvements, and collaboration across engineering, infrastructure, application, and asset management teams.

This person will operate as a hands-on CMDB practitioner responsible for maintaining CMDB quality, managing Configuration Item classes, improving CMDB processes, and supporting the ongoing maturity of ServiceNow CMDB capabilities. This role requires someone who can work independently, identify opportunities for improvement, and contribute to both operational execution and continuous process enhancement.

Main Responsibilities

• Administer and maintain Configuration Item (CI) classes within the ServiceNow CMDB
• Monitor and improve CMDB data quality, integrity, and overall health
• Perform CMDB cleanup, remediation, and reconciliation activities
• Analyze CI data and relationships to identify gaps, inconsistencies, and opportunities for improvement
• Support Discovery-related processes and validate discovered data accuracy
• Partner with engineering, infrastructure, application, and asset management teams to resolve CMDB data issues
• Maintain and improve CMDB governance standards, processes, and documentation
• Assist with CI relationship management and dependency mapping activities
• Develop dashboards, reports, and metrics to measure CMDB health and operational effectiveness
• Participate in Agile team workflows and support ongoing platform enhancement initiatives
• Identify opportunities to improve CMDB operational processes and reduce manual effort
• Support audit readiness efforts through accurate configuration data management and documentation

Must Have Skills

• 4+ years of hands-on ServiceNow experience
• 4+ years of Configuration Management Database (CMDB) experience
• Strong experience managing Configuration Item (CI) classes and CMDB data structures
• Experience with CMDB health, data quality management, and remediation activities
• Experience performing CMDB cleanup, reconciliation, and data integrity initiatives
• Working knowledge of ServiceNow Discovery
• Understanding of CSDM (Common Service Data Model)
• Experience collaborating with cross-functional technology teams
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work independently and manage operational responsibilities with limited supervision

Nice to Have Skills

• ServiceNow Service Mapping experience
• Service Graph Connector experience
• IT Asset Management (ITAM) experience
• Knowledge of Identification and Reconciliation Engine (IRE)
• Experience supporting CMDB governance initiatives
• Experience creating operational metrics, dashboards, and reporting
• Understanding of ITIL processes including Incident, Change, and Configuration Management
• Experience working within large enterprise technology environments
• ServiceNow Certified System Administrator (CSA)