Analyst, ITSM

Chili's • Coppell, TX

1d • Hybrid

About The Position

This position is a technical individual contributor within the IT Service Management (ITSM) team, reporting to the ITSM Manager, and does not have direct reports. The role is responsible for leading the ongoing maturity, governance, and operational health of the ServiceNow CMDB and supporting CSDM adoption across the organization. Daily, this individual will partner with infrastructure, application, and business teams to maintain Configuration Items (CIs), establish and govern service models, improve data quality, support discovery and integrations, develop CMDB-related processes, and drive continuous improvement initiatives. This role will also support ITSM initiatives by providing CMDB expertise for Incident, Problem, Change, Asset, and Knowledge Management processes to ensure accurate service mapping, impact analysis, and operational reporting.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent combination of education and relevant experience).
• 2+ years of experience administering or supporting the ServiceNow platform, including demonstrated expertise with CMDB, CSDM, Discovery, Service Mapping, and Configuration Management.
• Strong working knowledge of ITIL/ITSM best practices with experience supporting Incident, Problem, Change, Asset, and Configuration Management processes.
• ServiceNow Certified System Administrator (CSA) certification required; Certified Implementation Specialist (CIS) – Discovery, Service Mapping, or CSDM preferred.
• Experience designing and implementing CMDB governance, data quality initiatives, integrations, and automation while partnering with cross-functional technical and business stakeholders.
• Excellent analytical, communication, and relationship-building skills with the ability to influence stakeholders, solve complex technical problems, manage multiple priorities, and drive continuous improvement with minimal supervision.

Nice To Haves

• Certified Implementation Specialist (CIS) – Discovery, Service Mapping, or CSDM preferred.

Responsibilities

• Leads the ongoing governance, health, and maturity of the ServiceNow CMDB by ensuring Configuration Items (CIs), relationships, and service models remain accurate, complete, and aligned with CSDM standards.
• Develops and maintains CMDB processes, data standards, and governance practices while partnering with infrastructure, application, and business teams to improve data quality and ownership.
• Designs and implements CMDB integrations, Discovery, Service Mapping, and automation capabilities to improve the accuracy and efficiency of configuration and asset management.
• Collaborates with ITSM process owners to support Incident, Problem, Change, Asset, and Knowledge Management by providing accurate CMDB data, impact analysis, and dependency mapping.
• Drives continuous improvement initiatives by identifying technical debt, implementing best practices, developing reporting and dashboards, and recommending enhancements that improve CMDB maturity and operational effectiveness.

Benefits

• Competitive package with medical, dental, and vision coverage
• life insurance
• paid vacation and holidays
• 401(k) with company match
• Employee Assistance Program with counseling, financial, legal, and life resources
• Best You EDU, offering education programs and tuition reimbursement
• Generous dining discounts at Chili’s® Grill & Bar and Maggiano’s Little Italy®
• Annual bonus eligibility for every RSC Team Member
• On-site gym and fitness classes like yoga and boot camp

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level