ITSM Analyst/CMDB Engineer

ITSM Analyst/CMDB Engineer

Requirements

• Customer service attitude and ability to work well with other groups.
• Organized, reliable and meticulous.
• 5+ years of experience leading change management
• 5+ years of IT service management
• 5+ years CMDB administration
• 5+ years’ experience with ServiceNow Change Management and CMDB module
• Excellent understanding of IT infrastructure and operations
• Bachelor’s degree required or equivalent professional experience.

Responsibilities

• Design, build, and maintain our CMDB to ensure it’s always accurate and up to date.
• Regularly audit and clean up CMDB data to keep it reliable and trustworthy.
• Establish and enforce the best practices for managing configuration items (CIs).
• Maintain the accuracy and completeness of CMDB data.
• Develop and implement CMDB policies and procedures.
• Standardize data collection and population methods for the CMDB.
• Conduct regular CMDB audits and data cleansing activities.
• Partner with ITSM teams to integrate CMDB data into incident, problem, and change management processes.
• Use CMDB insights to help teams quickly identify root causes and assess impacts during service disruptions.
• Create reports and dashboards to show the health of our CMDB and highlight areas for improvement.
• Spot trends and recommend ways to make our processes and data even better.
• Work with IT teams to ensure all CIs are properly documented and maintained.
• Help train colleagues on CMDB tools and processes, making sure everyone is on the same page.
• Work with ServiceNow team in optimizing our CMDB tool, ServiceNow.
• Keep an eye on industry trends and bring fresh ideas to the table.

Preferred Qualifications

• Familiarity with IT risk and controls management/governance. (good to have)