ServiceNow CMDB Technical Analyst

About This Role

This technical analyst role focuses on the administration, maintenance, optimization, and operational management of the Configuration Management Database (CMDB) within ServiceNow. It suits a candidate with a strong technical background in CMDB data management and operations, including data quality, troubleshooting discrepancies, and supporting configuration management processes.

Responsibilities

• Perform hands-on administration, maintenance, and support of the ServiceNow CMDB
• Maintain and manage configuration items (CIs), CI relationships, attributes, and associated records
• Navigate the ServiceNow platform confidently to investigate, update, validate, and troubleshoot CMDB data
• Understand the underlying structure of the CMDB, including relevant tables, fields, relationships, and dependencies
• Identify the correct ServiceNow tables and data structures for configuration and asset information
• Support CMDB configuration, technical enhancements, and operational process improvements
• Troubleshoot issues affecting CMDB data integrity, completeness, and consistency
• Monitor and maintain the accuracy, completeness, consistency, and reliability of CMDB records
• Perform data reconciliation to identify and resolve conflicting, duplicate, incomplete, or inaccurate configuration item records
• Understand and support ServiceNow identification and reconciliation processes, including how data from multiple sources is matched and updated
• Investigate discrepancies between the CMDB and upstream data sources
• Support data normalization, validation, deduplication, and remediation activities
• Identify root causes of recurring data quality issues and implement sustainable solutions
• Monitor data quality rules and controls to ensure CMDB information remains reliable
• Support the flow of data into the CMDB from discovery tools, external systems, integrations, and other data sources
• Understand how source data is mapped to ServiceNow CMDB tables and fields
• Investigate data ingestion and integration issues that affect CMDB accuracy
• Work with technical teams to troubleshoot data mapping, transformation, and reconciliation problems
• Understand how CMDB data is structured, stored, consumed, and potentially transferred to downstream reporting platforms or data warehouses
• Validate data across systems and assist with resolving inconsistencies between source systems, the CMDB, and downstream consumers
• Support ServiceNow development and administration activities related to CMDB functionality
• Assist with configuring and maintaining business rules, data policies, scripts, workflows, and other platform components, as appropriate to the role
• Document technical processes, data structures, reconciliation rules, and operational procedures
• Identify opportunities to improve CMDB maintenance, automation, data quality, and operational efficiency
• Collaborate with ServiceNow developers, administrators, IT Asset Management (ITAM), IT Service Management (ITSM), and infrastructure teams
• Support testing and validation of CMDB changes, enhancements, and integrations
• Apply established data governance standards and controls to CMDB operations
• Work with stakeholders to investigate data issues, clarify ownership, and coordinate remediation activities
• Maintain documentation supporting CMDB data management, technical processes, and quality controls
• Support audit, risk, and compliance requests relating to configuration and asset data
• Communicate technical findings, data issues, and remediation recommendations to relevant teams

Requirements

• 5–7 years of relevant experience in ServiceNow development, administration, CMDB management, or related technical roles
• Strong hands-on experience working within the ServiceNow platform
• Demonstrated experience administering, maintaining, and troubleshooting ServiceNow CMDB data
• Strong understanding of CMDB architecture, configuration items, CI relationships, attributes, and data structures
• Ability to identify and work with the correct ServiceNow tables, fields, and relationships
• Practical experience with CMDB data quality, validation, reconciliation, and remediation
• Understanding of ServiceNow identification and reconciliation processes, including how competing data sources are handled
• Experience investigating data discrepancies and resolving issues affecting CMDB accuracy
• Understanding of data ingestion, integrations, data mapping, and source-to-target data flows
• Ability to troubleshoot technical issues independently and identify root causes
• Strong analytical, problem-solving, documentation, and communication skills

Nice to have:

• ServiceNow Certified System Administrator (CSA) or relevant ServiceNow technical certification
• ServiceNow development experience, including scripting and platform configuration
• Experience with ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine (IRE), or IntegrationHub
• Knowledge of ServiceNow IT Asset Management (ITAM), Software Asset Management (SAM), and IT Service Management (ITSM)
• Experience working with CMDB data extracts, reporting, SQL, databases, or downstream data warehouse environments
• Familiarity with data governance, data ownership, metadata, and data quality controls
• Experience in banking, financial services, or other complex enterprise environments
• Experience supporting large-scale ServiceNow implementations, CMDB remediation initiatives, or platform optimization projects

Important Details

• Duration: 6 months (possible extension)
• Locations: Toronto or Scarborough
• Work format: hybrid, onsite 1–2 days/week