Role: ServiceNow Configuration Management Analyst

Location: Plano,TX/ Boise, ID/Phoenix, AZ/Pleasanton, CA

Duration: 12 months

Job Description:

• Accountable for the daily operational health of SACM Configuration processes.
• Responsible for CMDB data analysis, research, troubleshooting, data enrichment and other CMDB governance tasks.
• Accountable for ensuring that SACM Configuration Management is delivered in line with defined policies and procedures.
• Leads investigation of root cause analysis to continuously improve data accuracy.
• Manage the SACM Configuration relationship with data owners and consumers.
• Identify, analyze, and drive resolution of process or data issues, ensuring all Configuration Items (CIs) are complete.
• Strengthen and mature ITSM CSDM (Common Services Data Model) practices and hierarchies.
• Engage with stakeholders to implement or enhance integration interfaces with other applications that leverage or provide CMDB data (e.g., Discovery, OEM/internal data sources, AMDB/hardware asset logistics, Software Asset Management).
• Nurture and strengthen alignment with shared SACM process stakeholders including shared/related data (e.g., Discovery, Asset Management), those who engage with or manage other data inputs (e.g., Service Catalog forms/workflows, Business Analysts, ITSM Developers) or other ITSM process owners (Change, Incident, Problem).
• Serve as a SACM Configuration data and process steward, supporting training opportunities and process adherence with data owners, consumers, and other personnel.
• Drives reporting governance on CMDB statistics, processes and trends including the delivery of reports and dashboards to drive behavior and adherence.
• Schedule and lead CMDB data audits, data enrichment efforts and other critical CMDB governance processes through data and process owners. Enforce and enhance data governance best practices and standards to ensure consistent and accurate data.
• Support the onboarding of new Applications or Business Services into the CMDB.
• Support data certification audits and maintain the overall health of the Data Certification program.
• Accountable for SACM Configuration Service Catalog items, their content offerings, associated processes, and workflows.
• Collaborate with owners of other Service Catalog items that leverage or impact CMDB data, driving governance of Configuration Management processes and ensuring standards and policies are met.
• Maintain and enhance a custom in-house consumer facing CMDB application including process engineering, requirements gathering and design modification recommendations.
• Define and maintain recurring test cases in support of platform health and feature/instance upgrades.