Lead System Analyst

The contractors currently support:

• Daily CMDB administration and maintenance
• Configuration Item (CI) management
• CI relationship mapping and dependency management
• CMDB data quality remediation
• Governance and operational process support
• ServiceNow CMDB enhancements
• Cloud Discovery implementation
• PC and Printer Discovery implementation
• Incident and issue remediation related to CMDB and Discovery
• CMDB governance
• Data quality and health
• Discovery maturity
• Service Mapping opportunities
• CSDM alignment
• Operational processes
• Ownership and accountability models
• Future-state roadmap recommendations

• CMDB Management: Maintain and manage the ServiceNow CMDB, ensuring data accuracy and integrity. Process Implementation: Develop, implement, and maintain configuration management processes in alignment with ITIL best practices.
• Data Quality: Conduct regular audits and reviews Of the CMDB to ensure data quality and compliance with organizational standards. Work closely with IT teams to ensure accurate and timely updates to the CMDB.
• Collaboration: Work closely with IT teams to provide CMDB expertise in support of their day-to-day activities and process improvements. Be a mentor for the organization on Configuration Management services, concepts, policies and procedures.
• Reporting & Dashboards: Generate and distribute regular reports on CMDB status, data quality, and compliance.
• Training: Provide training and support to IT staff on configuration management processes and the use Of the ServiceNow CMDB.
• Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance the efficiency and effectiveness Of configuration management

• B.S./B.A. in Computer Science, Information Technology, or related field, or equivalent combination of education and experience
• 5 to 10 years of relevant CMDB/Configuration Management experience, including at least 5 years supporting enterprise-level platform installations
• Hands-on experience with ServiceNow CMDB, ITOM, ITAM, and Discovery implementations
• Experience with CSDM, ITSM processes, and enterprise data governance
• Strong skills in database design, data modeling, integrations, middleware, and discovery tools
• Demonstrated ability to lead technical teams, provide mentorship, and work collaboratively across IT and business functions
• Excellent problem-solving, critical thinking, organizational, and communication skills

• The CMDB remains a critical component of IT operations strategy and directly supports Incident Management, Problem Management, Change Management, Asset Management, Discovery, Monitoring, Service Mapping, and future AI-enabled capabilities within ServiceNow.