Senior Configuration Management Analyst
About The Position
The Senior Configuration Management Analyst is responsible for the operational excellence, governance, quality, and continuous improvement of the Configuration Management Database (CMDB). The role serves as a senior subject matter expert for Configuration Management, partnering with infrastructure, application, ITSM, ITAM, architecture, security, and operational teams to ensure configuration data is accurate, trusted, and actionable. The position calls for hands-on experience managing and improving a large enterprise CMDB, including data quality, service modeling, relationship mapping, governance, operational processes, and stakeholder engagement. The analyst will help mature CMDB capabilities, encourage adoption of best practices, identify automation opportunities, and support future innovations including AI-enabled insights and operational intelligence. This is a remote position. Occasional travel to Humana offices for training or meetings may be required. Employees working from home or a hybrid home/office arrangement must have internet service with at least 25 Mbps download and 10 Mbps upload speed and a dedicated workspace that protects member PHI/HIPAA information. The position is scheduled for 40 hours per week.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
- At least 5 years of experience in Configuration Management, CMDB administration, CMDB operations, ITSM, or related disciplines.
- At least 3 years of hands-on experience working with ServiceNow CMDB.
- Experience managing CMDB operational processes within a large enterprise environment.
- Strong understanding of Configuration Management principles and best practices.
- Experience with CMDB data quality management, certifications, audits, and governance.
- Experience analyzing CI relationships, service mapping, ownership models, and dependency data.
- Strong analytical, problem-solving, and root cause analysis skills.
- Excellent written, verbal, and stakeholder management skills.
Nice To Haves
- At least 7 years of Configuration Management or CMDB experience.
- Experience with ServiceNow Discovery, Service Mapping, Data Manager, IRE, and CSDM.
- Experience supporting ITAM, Asset Management, Application Portfolio Management (APM), or Service Portfolio Management initiatives.
- Experience developing executive dashboards and operational reporting.
- Experience with automation, workflow design, or process optimization.
- Exposure to AI-enabled operational platforms, predictive analytics, generative AI, or machine learning applications.
- ServiceNow Certified System Administrator (CSA).
- ServiceNow CIS-CMDB certification or equivalent Configuration Management certification.
Responsibilities
- Lead day-to-day CMDB operational activities and complex investigations involving configuration items, relationships, ownership, and data quality.
- Monitor CMDB health, data quality metrics, certifications, and governance controls.
- Coordinate remediation efforts with application, infrastructure, and service owners.
- Develop and maintain CMDB operational procedures, standards, and documentation.
- Serve as a subject matter expert for CMDB processes and data governance practices.
- Identify opportunities to improve CMDB processes, controls, automation, and user experience.
- Drive initiatives to increase data accuracy, completeness, ownership, and relationship mapping.
- Analyze recurring data quality issues and perform root cause analysis.
- Recommend and implement process improvements aligned with Configuration Management and ITSM best practices.
- Support CMDB maturity assessments and roadmap initiatives.
- Partner with CMDB administrators, Discovery teams, platform teams, and architects.
- Support onboarding of new CI classes, data sources, services, and environments.
- Validate Discovery results, integrations, reconciliation behavior, and relationship models.
- Assist with testing and validation of CMDB-related enhancements and releases.
- Support implementation of CSDM-aligned modeling practices.
- Partner with business and technology teams to establish ownership and accountability for configuration data.
- Facilitate discussions regarding CMDB requirements, operational issues, and data quality concerns.
- Provide guidance and education to users regarding CMDB processes and standards.
- Support audits, regulatory reviews, and governance forums as needed.
- Develop and deliver dashboards, scorecards, and metrics related to CMDB health and performance.
- Analyze trends, identify risks, and provide leadership insights.
- Support executive reporting and governance communications.
- Measure the effectiveness of remediation and improvement efforts.
- Evaluate emerging technologies, including AI and machine learning capabilities, that can improve CMDB operations and data management.
- Identify opportunities to leverage AI-driven analytics, automation, anomaly detection, relationship intelligence, and operational insights.
- Participate in enterprise initiatives focused on intelligent automation and digital operations.
Benefits
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company and personal holidays
- Paid parental and caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Bonus incentive plan based on company and/or individual performance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
