ServiceNow CMDB Analyst

We are looking for a Senior Configuration Management Analyst with strong ServiceNow CMDB experience to support and improve configuration management and IT service management practices.

In this role, you will be responsible for maintaining the accuracy and integrity of the Configuration Management Database (CMDB), supporting configuration and change management processes, and identifying opportunities to improve ITSM processes through ServiceNow.

What You’ll Do

• Partner with ITSM leadership to enhance processes, optimize performance, and maintain service quality using ServiceNow.
• Develop and maintain CMDB standards within ServiceNow, ensuring Configuration Item (CI) data is accurate, complete, and aligned with organizational policies, naming conventions, and compliance requirements.
• Support configuration and change management processes by identifying and remediating unauthorized CI changes.
• Conduct configuration audits and reconciliations to maintain visibility into the health and accuracy of the IT environment.
• Design and deliver ServiceNow dashboards and reports that provide insights into KPIs and critical success factors.
• Collaborate with stakeholders and process owners to improve CMDB data integrity and strengthen ITIL-based practices.
• Support the operationalization of IT services and ongoing ITSM process improvements.
• Identify opportunities for automation, process improvement, and workflow optimization using ServiceNow capabilities.
• Help improve operational efficiency, compliance, security, and overall service delivery.

What We’re Looking For

• Strong experience with ServiceNow CMDB and Configuration Management.
• Experience working with ITSM and ITIL processes.
• Experience maintaining and improving CMDB data quality and Configuration Item accuracy.
• Experience with configuration audits, reconciliation, and remediation.
• Experience creating or maintaining ServiceNow dashboards and reports.
• Strong understanding of configuration and change management processes.
• Strong communication and collaboration skills.
• Ability to work with technical and business stakeholders to improve processes and service delivery.
• A proactive, detail-oriented approach with an interest in automation and continuous improvement.