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Sr Analyst IT Configuration Management ServiceNow,ITIL

Gaithersburg, MD
October 13, 2020

Posted By Premium Recruiter


Leading Bio-Solutions Company.


Education, Experience, Skills:

Bachelor of Science in Computer Science, a similar technical discipline or comparable experience.

2+ years of on-the-job experience with CMDB, specifically ServiceNow.

Familiarity with IT service management (ITSM) toolsets, specifically ServiceNow.

Experience in ITIL Service Asset & Configuration Management.

Practical experience in ITIL service management functions and processes.

The IT Configuration Management Analyst works to drive the overall quality of the Configuration Management Database (CMDB) data by ensuring configuration items and relationships are accurate and complete by confirming process adherence and data quality against documented standards. Will be responsible for configuration management activities including identifying, analyzing and controlling configuration changes to hardware, software, documentation, and other configuration item changes. Will involve supporting the asset and configuration management process, building exception reports, and maintaining core data used by the asset & configuration management system.


Maintaining an effective Configuration Management Process; including ownership, population, maintenance, & relationships of CI’s.

Oversee the day-to-day maintenance and updating of the Configuration Management System and ServiceNow Discovery.

Daily tasks will also include validating, reporting and auditing information on the configuration management database.

Recommend process improvement to the Configuration Management functions.

Assist with the design/improvement of change / release processes and procedures.

Leverage thorough understanding of the business process and related information systems to create current SACM process map (“as – is” process map) and future SACM process map (“to - be” process map).

Proactively identify and suggest improvement areas.

Provide training and guidance to new department team members to facilitate knowledge sharing and cross training.

Support internal or external audit requests.

Translate the business and user requirements into system requirements.

Knowledge and understanding of Industry Standard or Best Practices within the SACM space.

Ability to understand the design of ServiceNow Out of Box functions and capabilities at a detailed level within the SACM processes.

Training of team members, internal customers

Service Mapping (creation & maintenance of service maps)

Review change requests to compare impacted CI’s to service mappings

Maintaining state of Infrastructure Qualification (IQP)

Participate in or lead Change Advisory Board (CAB) meetings

Monitor change calendar and blackout periods

Monitor and maintain a CMDB Dashboard

Provide input to identify opportunities to improve or re-engineer the Configuration Management Processes

Participate in other ITSM processes, or act as a backup as required to sustain operational activities

Experience in CMDB Service Mapping and Taxonomy.

Experiencing in CMDB Discovery Administration and Cloud Administration.

Prior hands - on experience creating and maintaining SACM reports and dashboards.

Experience with integrations of multiple disparate transactional systems across the enterprise.

Experience with Administration of Asset Management within Service Now.

Excellent communication skills.

ITIL Foundation certification.

Highly motivated self - starter.

Adapt at working in highly matrixed cross functional teams.