Configuration Management (CfM) Analyst
About The Position
Empower AI is seeking a Configuration Management (CfM) Analyst to join a Configuration Management team supporting the GSA DIGIT task order. The analyst will manage and maintain the configuration management system, ensure configuration data is accurate and reliable, and support ongoing configuration management operations. The role will help establish Configuration Management as a defined, repeatable process and connect configuration data to the decisions it should inform. Working in ServiceNow, the analyst will design workflows, governance, and integrations that keep configuration data current. The analyst will work with the customer to define processes and requirements, train configuration item (CI) owners, and answer their questions. The role supports a digital transformation effort for the General Services Administration’s Office of Digital Infrastructure Technologies. The position requires a bachelor's degree and 4–9 years of experience, including 2 years of direct Configuration Management or CMDB experience. The work is performed remotely, with standard working hours and availability for meetings and collaboration during those hours. Travel is not required.
Requirements
- Public Trust clearance or ability to obtain it.
- ITILv4 Foundation certification within 120 days after hire.
- Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF (CMDB and CSDM)) certification, or ability to obtain it within 60 days after hire.
- ServiceNow Certified System Administrator certification.
- ServiceNow CMDB Micro Certification.
- Hands-on ServiceNow experience with CMDB administration, CI class management, and workflow design in Flow Designer.
- Practical experience designing and documenting business processes using Visio or a comparable tool such as Lucidchart, draw.io, or Bizagi.
- Background in IT service management, with working knowledge of ITIL practices and how they interconnect.
- Working knowledge of data modeling, data quality, and enterprise infrastructure and application architecture.
- Strong communication skills across technical teams, program staff, and government clients, both orally and in writing, and the ability to communicate with all levels of staff and clients.
- Ability to work independently in a full or partial remote environment.
- Ability to apply fundamental concepts, processes, practices, and procedures to technical assignments; practical experience and training are required.
- Ability to work under minimal supervision and apply comprehensive knowledge to key tasks and high-impact assignments.
- Availability during standard working hours for meetings and collaborative work.
- Bachelor's degree and 4–9 years of experience.
- At least 2 years of direct Configuration Management or CMDB experience.
- Remote-work experience demonstrating time management, self-discipline, cultural change management, and an Agile mindset.
- Ability to maintain a safe home workspace free from safety hazards and consistent with information security policies.
- Ability to communicate verbally in person, by phone, or by video chat and clearly in writing, primarily using a keyboard.
- Ability to appear on camera for meetings and protect proprietary company and customer information in accordance with information security expectations.
- Ability to view computer screens and sit for long periods.
Nice To Haves
- Proficiency with Google Suite, Microsoft Office, Slack, and ServiceNow.
- Willingness to work a variety of shifts, including holidays as scheduled.
- ServiceNow Certified Implementation Specialist – Discovery or CIS – ITSM certification.
- Experience building ServiceNow integrations, including Service Graph Connectors, IntegrationHub, Transform Maps, and REST APIs.
- CSDM alignment experience.
- ServiceNow scripting experience, including JavaScript, Business Rules, and Script Includes.
- Lean Six Sigma or comparable process-improvement exposure.
- Prior experience in a federal or otherwise audited environment.
Responsibilities
- Define and document a robust, scalable Configuration Management process, including policy, procedures, CI lifecycle, and control points, and model it in Visio or a comparable tool.
- Design and build ServiceNow Flow Designer workflows for CI lifecycle, approvals, data quality, and workflow-stage integrations.
- Build and tune integrations and discovery that keep the CMDB current, including Service Graph Connectors, IntegrationHub, and the Identification and Reconciliation Engine.
- Work with service owners and report consumers to understand how configuration data is used and shape the data model to meet their needs.
- Own CI data quality by defining standards, promoting their value, measuring performance against them, and building automation to maintain them.
- Maintain the CI data model and relationships in alignment with the ServiceNow Common Service Data Model (CSDM).
- Conduct Configuration Management audits and verification cycles and report metrics that show whether the process is working.
- Support Asset, Change, Incident, and Problem Management with configuration data for impact assessment.
- Identify and implement improvement opportunities.
- Train CI owners and answer their questions.
- Maintain the configuration management system and support configuration management operations.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
