ServiceNow CMDB, SLA & Continual Improvement Analyst

Vizient•Chicago, IL

3d•$88,900 - $155,500

About The Position

In this role, you will help design, implement, and mature a new ServiceNow Configuration Management Database (CMDB) while supporting service level management and continual improvement practices. You will establish CMDB governance and data quality standards, partner across technical teams to build accurate configuration data and relationships, and lead testing and implementation activities. You will also use operational data, industry practices, and cross-functional collaboration to improve service quality, accountability, and process effectiveness.

Requirements

5 or more years of relevant experience required.
3 or more years of hands-on ServiceNow administration, platform support, CMDB support, service level management, or related ServiceNow experience required.
Hands-on experience implementing, administering, or improving ServiceNow CMDB, including configuration data quality, governance, relationships, identification, and reconciliation required.
Experience designing, testing, implementing, and maintaining solutions for complex technology or operational requirements required.
Strong understanding of Information Technology Infrastructure Library practices, including configuration management, service level management, incident management, problem management, change enablement, and continual improvement required.
Strong analytical, problem-solving, project management, facilitation, collaboration, and communication skills required.

Nice To Haves

Relevant degree preferred.
Experience with ServiceNow Discovery, Service Mapping, Common Service Data Model, or related configuration management capabilities preferred.
Experience configuring, monitoring, or reporting on ServiceNow service level agreements and service performance metrics preferred.
ITIL 4 Foundation, ServiceNow Certified System Administrator, or relevant ServiceNow Certified Implementation Specialist certification preferred.

Responsibilities

Design and implement ServiceNow CMDB solutions that support complex technology and operational requirements.
Establish and maintain CMDB governance, data quality standards, configuration item lifecycle practices, ownership, relationships, identification, and reconciliation.
Monitor CMDB health and drive resolution of completeness, correctness, compliance, duplicate, stale, orphaned, and relationship data issues.
Support ServiceNow Discovery, Service Mapping, Common Service Data Model alignment, and integrations with asset, endpoint, cloud, monitoring, and operational data sources.
Partner with service and application owners to maintain accurate configuration data, establish ownership, and improve adoption of CMDB practices.
Configure, monitor, report on, and improve ServiceNow service level agreements and related service performance measures.
Lead testing and validation activities for ServiceNow implementations, enhancements, and process changes.
Analyze operational trends, root causes, and performance metrics to identify continual improvement and automation opportunities.
Manage multiple small to medium initiatives across teams, coordinating priorities, deliverables, and outcomes.
Develop and maintain dashboards, scorecards, process documentation, governance materials, audit evidence, and leadership reporting.