IT Configuration Management Analyst (Puerto Rico)

RTX•Santa Isabel, PR

2d•Remote

About The Position

The IT Configuration Management Analyst is responsible for executing daily operational activities supporting the accuracy, completeness, and reliability of Configuration Management Database (CMDB) data within the ServiceNow platform. This role performs hands-on stewardship activities including discovery monitoring, reconciliation support, CI lifecycle maintenance, data quality remediation, and troubleshooting integration or discovery issues. The analyst operates within an enterprise Configuration Management framework and collaborates with domain teams, discovery engineers, asset management, observability, and service owners to ensure configuration data supports operational stability, incident response, and compliance reporting.

Requirements

University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience
3–5 years Configuration Management, IT operations, service management, or platform administration experience
Hands-on experience with ServiceNow CMDB and Discovery
Experience with infrastructure technologies (servers, network, storage, cloud)

Nice To Haves

Strong analytical and data quality mindset
ServiceNow Certified System Administrator
Familiarity with Identification and Reconciliation Engine (IRE)
Exposure to CMDB data models and service modeling concepts
Experience supporting audit or compliance evidence collection
Knowledge of ITIL Configuration Management practices

Responsibilities

Execute and sustain daily CMDB operational processes to ensure data integrity, accuracy, and reliability within ServiceNow.
Monitor discovery health and troubleshoot failed or incomplete discovery patterns across configuration item (CI) classes.
Reconcile CMDB data from authoritative sources and remediate data quality issues to maintain trusted CI records.
Partner with infrastructure, network, application, security, asset management, and ITSM teams to validate CI attributes, relationships, and lifecycle status.
Monitor CMDB dashboards, trust scores, reconciliation rules, and governance metrics to ensure compliance with data stewardship standards.
Support onboarding of new data sources by validating integrations, reviewing Identification and Reconciliation Engine (IRE) rules, and ensuring adherence to authoritative source principles.
Conduct impact analysis, relationship validation, and class modeling to align CMDB structure with CSDM standards and enterprise architecture frameworks.
Document process updates, support continuous improvement initiatives, and maintain audit-ready evidence for compliance requirements including NIST, CMMC, and SOX.
Ensure the CMDB remains a trusted operational foundation supporting incident, problem, change, asset, security, and observability functions across the organization.
This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.