Job Summary

This position is a direct report to the Technology Group Product Manager. The IT CMDB Analyst is responsible for administering and executing the configuration management process and ensuring CMDB data integrity. This role works closely with the IT Service Now System Admin and all process owners within IT.

Job Responsibilities

•    Participation in defining requirements, processes and procedures for IT configuration management methodology.
•    Supports the organization in the development of CMDB policy, processes and knowledge base.
•    Works with technology asset owners to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships.
•    Conducts CMDB audits and reconciliation.
•    Maintains CIs to ensure CMDB accuracy and completeness.
•    Support and administer tools for configuration and asset management, asset discovery, and additional applications or modules as assigned.
•    Responsible to work with business stakeholders to successfully manage and maintain the data integrity and completeness of the IT asset inventory.
•    Works with other ITSM processes to understand new requirements and identify how Configuration management can support.
•    Identifies opportunities for process enhancements and efficiency gains.
•    Participation in ongoing improvement initiatives to automate and achieve operational excellence.
•    Implement best practices to support inter-related configuration items about IT infrastructure, applications, and services to ensure data completeness and accuracy.
•    Provide reporting as need to support ITAM Governance activities.
•    Own functional specifications and serve as a functional expert with a deep understanding of business needs on product capabilities by defining business requirements, performing quality assurance & define reporting and alerting requirements.  Own and develop day to day relationship with partners, working with them to optimize and enhance integration as well as establish a deep understanding of our customers’ business and functional needs. Provide product expertise in regards to functional needs and processes  
•    Align and support with strategic direction of broader IT organization. Contribute to the strategic vision/plans and identify product enhancements that improve customer experience and simplify current landscape
•    Facilitate and coordinate external benchmarking/best practice efforts and relationships with other business organizations
•    Provide specific contributions as directed by Product Leader

Job Specific Qualifications

Required:
•    Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Math or related field with 6-10 years relevant experience within the information technology field.  
•    Must possess demonstrated leadership skills
•    Ability to work independently on technical issues.  Utilize a broad knowledge of business analysis, acquired through progressive experience.
•    8+ years business analysis experience with proven experience supporting multiple, large sized, complex projects by documenting requirements, establishing scope, objectives and determining strategy for implementing or related fields to achieve business goals including: gathering and prioritizing customer requirements and working closely with business functions to ensure customer satisfaction goals are met 
•    6+  years  proven experience working with project teams to determine implementation strategy Experience in a team lead role through projects and other work planning experiences
•    2+ years  proven experience with developing testing strategy for large complex projects
•    Demonstrated experience on working with technical teams to develop options which address technical issues and satisfy business requirements
•    Work and communicate with a wide range of people – peers, vendors, staff members, broader functional and business leadership, and others. Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
•    Ability to proactively communicate technical topics in a clear, succinct, and relevant way.
•    Demonstrated ability to perform assigned work proficiently.
•    Demonstrated ability to effectively interact with external constituent groups and customers.

Desired Qualifications:  
•    Advanced degree, e.g. Masters of Information Technology
•    Strong leadership and influence skills. Ability to work through issues independently with successful outcomes
•    Excellent teamwork, facilitation, relationship building, and negotiation skills.
•    Thorough understanding of IT methodologies and IT/Business  processes
•    Proactively identify key features, capabilities and areas of improvements needed within the products 
•    Experience with ServiceNow SAM and HAM Module
 

Minimum Years of Experience

Education