Senior Configuration Management Analyst

Royal Bank of Canada • Calgary, AB

10d • Onsite

About The Position

Senior Configuration Management Analyst is a senior role focused on ensuring the integrity, compliance, and operational excellence of the organization's IT infrastructure, particularly the ServiceNow platform. Key areas of responsibility include managing the Configuration Management Database (CMDB), Data Certification, and Audit processes. This role drives governance, compliance, and audit-readiness, ensuring alignment with regulatory standards and organizational goals. The Specialist collaborates with cross-functional teams to enforce governance policies, manage data certification workflows, and mitigate compliance risks, ensuring reliable and accurate IT asset and service data.

Requirements

• 3+ years of proven experience with ServiceNow, particularly in CMDB, Data Certification, and Audit modules.
• Strong understanding of ITIL processes, including Configuration Management, Incident Management, Change Management, and Audit Management.
• Familiarity with regulatory standards (e.g., SOX, GDPR, ISO 27001, MRIA, MRA) and audit frameworks.
• Proven ability to lead cross-functional teams, manage multiple priorities, and drive alignment with organizational goals.
• Excellent problem-solving, analytical, and communication skills to effectively engage with technical and non-technical stakeholders.
• ITIL v4 Foundations certification

Nice To Haves

• Working knowledge of ServiceNow Discovery
• 2+ years of experience supporting and monitoring audit controls and procedures within IT systems.
• Intermediate knowledge of ServiceNow workflows, integrations, and business rules.
• ITIL Intermediate certifications

Responsibilities

• Ensure CMDB data accuracy, compliance, and regular updates.
• Align process and activities to governance policies, standards, and audit controls.
• Conduct audits and resolve data discrepancies to meet compliance requirements.
• Observe data quality trends and KPIs, ensuring data alignment with governance policies.
• Address data gaps and recommend improvements for Discovery and integration processes.
• Collaborate with governance teams to establish and enforce policies for CMDB and Data Certification.
• Promote governance awareness and ensure adherence to compliance standards.
• Design and manage workflows to validate CMDB data accuracy and compliance.
• Ensure timely completion of attestation tasks and develop scalable processes for evolving audit needs.
• Participate in audits and audit readiness, providing regular evidence and documentation.
• Address compliance gaps and implement corrective actions to maintain audit-readiness.
• Manage incidents and tasks related to CMDB, Data Certification, and audits, ensuring timely resolution and SLA adherence.
• Document resolutions and best practices to prevent recurring issues.
• Serve as a senior advisor and liaison between IT, compliance, business stakeholders, and audit teams.
• Provide training and mentorship on Configuration Management processes and compliance requirements.
• Enhance ServiceNow workflows and audit controls for better efficiency and compliance.
• Produce and maintain documentation for internal and external consumption
• Stay updated on platform updates and industry trends to implement innovative solutions.
• Proactively address emerging compliance risks with preventive measures.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• A world-class training program in financial services.
• Opportunities to do challenging work.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed