ITSM Analyst
About The Position
This is an exciting opportunity for a motivated, proactive, detail-oriented professional with solid experience in IT Configuration Management Systems (CMS/CMDB), ready to take ownership and drive maturity across all aspects of the CMDB. Working in the IT Service Management Office and reporting to the ITSM Manager, the ITSM Configuration Management II is responsible for the governance and management of ITIL Configuration Management in ServiceNow, performing work associated with ITSM process analysis, design, improvement, build, test, training, quality, metrics, strategic roadmap and documentation of the IT department’s standards. They will define and own the ITSM ITIL Configuration Management (CMS, CMDB & CSDM) process lifecycles, applying expertise with a broad knowledge of ITIL disciplines and methodologies, leading, supporting and/or coordinating business and department projects, to develop new, or enhance existing services, lifecycles, processes, procedures and standards. This role is essential in maintaining a reliable source of truth for IT services and their relationships, supporting all IT Service Management processes, and enabling informed decision-making.
Requirements
- Remote role preferably within commuting distance of Richmond City VA, with other viable states including AL, AR, FL, GA, KS, KY, MD, MI, MO, NC, OH, SC, TN, TX, VA, WV.
- 3+ years of experience in ITSM ITIL Configuration Management (CMS/CMDB) process lifecycles.
- Experience in ServiceNow or similar ITSM system, with a working knowledge of CMDB data models, class hierarchy, and how CIs relate to IT infrastructure and applications.
- Experience in ServiceNow Common Service Data Model (CSDM), Service Mapping, Discovery, automated execution and ITAM.
- Experience with dashboards, reporting, trend analysis and metrics.
- ITIL v3/v4 Foundation or higher.
- ServiceNow,configuration management,itil service management
Nice To Haves
- Experience with dashboards, reporting, trend analysis and metrics. Developed and lead medium> sized customer or partner engagements and deliveries, for new or existing processes, services, or solutions.
- Experience in IT Service Management (ITSM) and ITIL, including business process analysis, design, implementation, support, training and Continual Service Improvement.
- Experience in ServiceNow or similar ITSM system, with a working knowledge of CMDB data models, class hierarchy, and how CIs relate to IT infrastructure and applications.
- Experience in ServiceNow Common Service Data Model (CSDM), Service Mapping, Discovery, automated execution and ITAM.
Benefits
- Comprehensive Health Coverage: VCU Health employees receive access to the Commonwealth of Virginia health benefits program, which includes multiple medical plan options (such as COVA Care and COVA HealthAware), eligibility for premium rewards, and coverage for eligible dependents.
- Employee Assistance Program (EAP): All Virginia state employees—including those at VCU Health—receive free counseling sessions, online resources, and wellness support through Anthem EAP.
- Retirement Benefits (401a + 457b Match): VCU Health offers a 401(a) Defined Contribution Plan with employer contributions ranging from 2%–10% of base salary depending on age and service points. Additionally, VCU Health matches 100% of employee deferrals up to 2% in the 457(b) savings plan.
- Additional Financial & Wellness Benefits: VCU Health partners with Sentara Health Plans for dedicated benefits information, including medical and pharmacy coverage resources for employees.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
