IT Change, Problem & CMDB Specialist

BHG Financial-posted 3 months ago
Davie, FL
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The IT Change, Problem & CMDB Specialist will be responsible for managing and maintaining the Configuration Management Database (CMDB), overseeing change management processes, and ensuring the efficient handling of incidents and problems across the IT environment. This role focuses on ensuring data integrity within the CMDB, effectively managing changes, and collaborating with incident and problem management teams to ensure all IT assets and configurations are accurately tracked and updated. The Specialist will play a key role in facilitating communication and follow-up during Root Cause Analysis (RCA) and CAB meetings to ensure alignment and continuous improvement.

  • Ensure the CMDB is kept up-to-date with accurate records of all IT assets, configurations, and dependencies.
  • Regularly audit CMDB data for accuracy, completeness, and compliance with internal standards.
  • Track and maintain configuration items (CIs) and their relationships to ensure that all relevant data is accurately recorded.
  • Support the Change Management process, ensuring all changes to IT services and assets are accurately reflected in the CMDB.
  • Participate in Change Advisory Board (CAB) meetings, reviewing, approving, and ensuring that changes are appropriately tracked and documented.
  • Collaborate with IT teams to ensure all changes are correctly communicated, implemented, and updated in the CMDB.
  • Act as the liaison for incident and problem management teams, ensuring proper communication and documentation of issues related to configuration items and assets.
  • Track and update CMDB entries as incidents and problems are resolved, ensuring that impacted configurations are appropriately updated.
  • Ensure the Root Cause Analysis (RCA) of problems is captured and associated with relevant configuration items in the CMDB for future reference.
  • Establish and maintain high standards for data quality and ensure that CMDB records are complete, accurate, and regularly updated.
  • Generate regular reports on CMDB data quality, discrepancies, and updates, and present findings to senior leadership.
  • Ensure the integration of change, problem, and asset data within the CMDB to improve visibility across IT teams.
  • Collaborate with IT teams (Infrastructure, Operations, Security, etc.) to ensure seamless integration of changes, incidents, and problems into the CMDB.
  • Provide ongoing support and training for staff in using the CMDB and following incident/problem management procedures.
  • Ensure proper communication channels are maintained for incident and problem updates, RCA findings, and change requests.
  • Follow up on the resolution of incidents and problems, ensuring that necessary updates are made in the CMDB and related systems.
  • Ensure that RCA findings are captured and documented, and that they lead to preventive actions for recurring issues.
  • Work with teams to implement corrective actions based on RCA results, tracking and updating the CMDB accordingly.
  • Ensure that changes, incidents, problems, and CMDB updates comply with internal IT policies, standards, and industry regulations.
  • Identify risks related to inaccurate or incomplete CMDB data and take corrective actions as needed.
  • Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent experience).
  • 3+ years in change management, incident/problem management, or CMDB management.
  • Experience with Jira Service Management and Jira Assets for managing incidents, changes, and asset tracking.
  • Familiarity with ITIL processes, particularly in Configuration Management, Incident Management, Problem Management, and Change Management.
  • Experience attending CAB meetings and managing change approvals.
  • Proven experience with Root Cause Analysis (RCA) and the follow-up of incident/problem resolutions.
  • Strong understanding of CMDB structure, configuration item (CI) relationships, and asset lifecycle.
  • Excellent data management, communication, and problem-solving skills.
  • Ability to collaborate with cross-functional teams to ensure change, problem, and CMDB integration.
  • Attention to detail with a focus on ensuring data integrity across the IT environment.
  • ITIL Foundation or higher-level ITIL certifications, preferred.
  • Jira Service Management certifications (Admin or Specialist level), preferred.
  • Certified Problem Manager (CPM) or Certified Asset Management Professional (CAMP), preferred.
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