ITSM Configuration Management Governance Analyst

The ITSM Configuration Management Governance Analyst will work with the Service Asset and Configuration Management (SACM) Manager, Change Management, Service Managers, and IT support teams to perform day-to-day ITSM Configuration Management operations. The role will perform data analysis, auditing, quality reviews and data entry into the Configuration Management Database (CMDB) reporting under the ITSM Configuration Management Governance Lead.

Major Duties:

CMDB Governance:

• Work with CMDB Process owner to implement a comprehensive CMDB governance strategy aligned with the organization's IT and business goals.
• Collaborate with CMDB specialists to ensure the effective maintenance and governance of the CMDB.

Data Management and Integrity:

• Participating as a member of the SACM team to work with field resources to identify and validate complete life-cycle of end user and enterprise Configuration Items (CIs)
• Govern the process for CI intake (discovery/federation/manual) and updates in the CMDB and the onboarding of new CI classes and attribute
• Performs configuration audits to check that the physical/virtual IT inventory is consistent with the asset and CMDB and initiates necessary corrective action
• Contribute to the process for mapping infrastructure CIs to Applications (Application Services) and Business Services within ITSM Toolset
• Will engage and work with tower resources and IT service delivery teams to identify and then collect missing Configuration Item (CI) information

Governance and Compliance:

• Enforce CMDB governance policies, standards, and procedures.
• Conduct regular audits and reviews of the CMDB to identify and rectify data inconsistencies and gaps.
• Monitor and report on CMDB health, accuracy, and completeness metrics.

Data Management and Integrity:

• Ensure that all Configuration Items (CIs) in the CMDB are properly identified, classified, and maintained.
• Establish mechanisms for data validation, reconciliation, and correction to maintain high data quality.

Collaboration and Stakeholder Engagement:

• Work closely with IT operations, service management, change management, and asset management teams to ensure accurate and timely updates to the CMDB.
• Facilitate communication and training for stakeholders on CMDB governance policies and processes.

Reporting and Analytics:

• Develop and deliver regular reports on CMDB status, trends, and issues to IT leadership and other stakeholders.
• Leverage analytics to provide insights into CMDB usage and opportunities for improvement.
• Use data-driven approaches to demonstrate the value and impact of CMDB governance on IT operations and business outcomes.

Required Skills:

• Experience with ServiceNow, including implementation and management.
• ITIL v4 certification required
• Must have experience with configuration management tools (e.g. ServiceNow, Flexera, SNOW, etc)
• Ability to analyze data from multiple data sources such as, but not limited to, SCCM, ServiceWatch/ServiceNow Discovery, Altiris and LANDesk or other similar data collecting tools
• Good technical background and understanding of IT Service Infrastructure and software technologies
• Presentation and communication skills to deliver CMDB status to stakeholders
• ServiceNow certifications (e.g., Certified Implementation Specialist, Certified System Administrator).
• Experience with ITSM Configuration Management required
• Experience with IT End User Asset Management preferred
• Good understanding of ITIL Service Management processes
• Must possess strong computer skills - expert in Excel to analyze large volumes of data
• CSA certified

  Preferred/ Recommended:

• Bachelors degree in Information Technology, Computer Science, or a related field; Masters degree preferred.
• Good understanding of IT governance frameworks and best practices.
• Project management skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with regulatory and compliance standards relevant to ServiceNow usage.
• Experience in large-scale IT transformation projects.
• Knowledge of ITIL practices and methodologies