Analyst II - ServiceNow CMDB

ABOUT THE ROLE:
We are seeking a skilled and detail-oriented ServiceNow Analyst II with 3+ years of experience to support and enhance our IT Operations Management (ITOM) capabilities, Configuration Management Database (CMDB) processes within the ServiceNow platform. The ideal candidate will possess strong analytical skills, a process-oriented mindset, and hands-on experience configuring and troubleshooting ServiceNow Discovery, Service Mapping, and the broader ITOM suite.

This role plays a critical part in ensuring data integrity, service visibility, and relevant knowledge availability, supporting IT Service Management (ITSM), ITOM, and other business units across the enterprise. This role will be responsible for managing the accuracy of the CMDB via the Identification and Reconciliation Engine (IRE) in a Multi-Source environment, ensuring robust Discovery schedules, mapping critical business services, and maintaining industry-standard frameworks.

WHAT YOU'LL DO:

CMDB (Configuration Management Database):

• Support the maintenance, administration, and enhancement of the CMDB in ServiceNow.
• Perform regular data quality audits using CMDB Health Dashboards, identifying and resolving orphan, stale, or duplicate CIs.
• Collaborate with asset management, IT operations, and infrastructure teams to validate CI data and ensure alignment with the Common Service Data Model (CSDM).
• Assist in defining and maintaining CI classes, relationships, and attributes based on organizational requirements.
• Contribute to CMDB governance policies, standards, and procedures to ensure the long-term health and usability of the platform.
• Participate in CMDB audits and compliance activities.

• In-depth understanding and background in ITOM Visibility (ServiceNow Discovery & Service Mapping), CMDB, and Knowledge Management administration.
• Strong hands-on experience with MID Server installation, configuration, and management.
• Familiarity with protocols used in Discovery (e.g., WMI, SSH, SNMP, PowerShell) and experience integrating via REST/SOAP APIs.
• Experience integrating the ServiceNow CMDB with external data sources (e.g., SCCM, Workspace One UEM, Intune, Kandji, Tanium) utilizing Service Graph Connectors or custom integrations.
• Experience developing and maintaining CMDB technical design standards aligned with the CSDM framework.
• Experience designing relevant Knowledge Management Frameworks and Knowledge bases on the ServiceNow Knowledge application.
• Experience working with stakeholders to evaluate enhancement requests, providing design recommendations, and documenting technical requirements.
• Strong technical leadership skills and a solid understanding of overall IT infrastructure (networks, servers, virtualization, cloud).
• Strong communication (written and verbal) and interpersonal skills with technical and non-technical audiences.
• Excellent organization skills and an ability to develop and implement plans for transforming issues/requests to completion.
• Demonstrated ability to prioritize and balance multiple activities effectively

• In-depth understanding and background in CMDB, ServiceNow Discovery.
• Experience developing and maintaining CMDB technical design standards.
• Demonstrated experience creating/maintaining CMDB technical documentation.
• Experience working with stakeholders to evaluate enhancement requests, providing design recommendations, and documenting technical requirements.
• Experience integrating the ServiceNow CMDB with external data sources (e.g., SCCM, Workspace One UEM), Intune, Kandji, Tanium and data consumers.
• Strong technical leadership skills.
• Strong communication (written and verbal) and interpersonal skills with technical and non-technical audiences.
• Excellent organization skills and an ability to develop and implement plans for transforming issues/requests to completion.
• Demonstrated ability to prioritize and balance multiple activities effectively.
• Resourcefully takes the initiative to accomplish goals and objectives.
• Strong understanding of the overall IT infrastructure.