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
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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
