ITAM CMDB Senior Analyst

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The Configuration Manager is a senior subject matter expert who will be responsible for the design, implementation, and continuous improvement of the IT Configuration Management practice. The successful candidate is a highly experienced practitioner who will directly contribute to and execute data quality and lifecycle policies, partner with enterprise-wide stakeholders, and mitigate data risk with CMDB governance & control standards. The successful candidate has specialized experience with the ServiceNow platform and its data model and can effectively communicate a long-term vision for Configuration Management and CMDB.

Responsibilities

Design, implement, and execute the Configuration Management process, policies/standards, and risk control

Conduct data quality and gap analysis, utilize industry best practices, and implement improvement initiatives

Define and plan the discovery, ingestion, and reconciliation of Configuration Items (CI) across the bank’s technological footprint, in collaboration with ServiceNow engineering team

Enforce high CMDB data quality standards and coordinate remediation initiatives with technology partners and governance bodies

Execute CMDB and CI data stewardship activities including CI lifecycle management, attribute completeness, and compliance with process standards

Define and track CMDB health metrics/KPIs and build reports intended for senior leadership audience on process success and business value

Executes and ensures successful completion of CMDB-related audits and compliance requests

Ensure the successful integration of Configuration Management to other IT processes, including ITSM (e.g. Incident, Problem, Change, Release), Asset Management, and Security Operations

Maintain thorough documentation on business and functional requirements, existing workflows, and future use cases

Develop training guides and conduct training sessions with CMDB end-users and CI owners

Act as a change agent to expand the organization’s CMDB data model towards ServiceNow’s CSDM framework

Technical Skills

5+ years’ relevant Configuration Management experience in a large, enterprise environment

Advanced proficiency with ServiceNow’s platform UI, CMDB data model, and CSDM framework

Strong understanding of ServiceNow’s Discovery, data integration and reconciliation, and ITOM

Familiarity with enterprise IT infrastructure technologies (e.g. cloud technologies, networking)

Proficient with M365 tools, primarily PowerPoint, Excel, and Visio

Proficient with producing and communicating metrics/KPIs, reports, and dashboards to senior leadership and governance teams

Certifications in ITIL, Agile, Lean, or other methodologies are a strong asset

Certifications in ServiceNow