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This role is responsible for leading and maintaining the organization's Configuration Management practice with a primary focus on ensuring the integrity, accuracy, and reliability of the Configuration Management Database (CMDB) within ServiceNow. The Senior Configuration Management Analyst will oversee CMDB standards, enforce data governance rules, and streamline processes that support the broader IT Service Management ecosystem. Daily responsibilities include conducting CI audits, reconciling data discrepancies, analyzing unauthorized changes, and driving improvements that enhance visibility into the technology environment. The position will collaborate closely with ITSM leadership, technical teams, and business stakeholders to improve CMDB health, optimize workflows, and support operational excellence. The analyst will also develop dashboards and reports that provide meaningful insights into key performance indicators and operational trends, enabling data-driven decisions and accountability. Additionally, the role will proactively identify opportunities for automation, service enhancements, and process refinement while leveraging ServiceNow capabilities to bolster overall ITSM maturity and service delivery efficiency.

Required Skills:

• 5+ years of hands-on Configuration Management and CMDB ownership experience
• Advanced ServiceNow expertise, specifically in CMDB administration, CI class modeling, reconciliation rules, lifecycle management, and data governance.
• Ability to create dashboards, reports, and KPIs/CSFs within ServiceNow
• Experience conducting CI audits, identifying unauthorized changes, and implementing corrective actions
• Strong understanding of ITIL v3 or ITIL 4 practices, especially Configuration Management, Change Management, and Incident/Problem workflows.
• Excellent communication and stakeholder engagement skills, with the ability to collaborate across technical and functional teams.

Desired Skills:

• ServiceNow ITOM and Discovery experience
• Hardware and software Asset Management experience
• ITIL Foundations Certification (highly preferred)
• Knowledge of regulatory, audit, or compliance frameworks
• Experience improving ITSM maturity within an enterprise environment

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