Sr System Configuration Analyst

Blue Cross and Blue Shield of North Carolina

About The Position

The Configuration Manager supports the delivery of IT services by ensuring the Configuration Management Database (CMDB) remains accurate, current, and reliable. Operating within the ITIL framework and reporting into the ITIL Service Operations organization at Blue Cross, this role is responsible for managing the lifecycle of all Configuration Items (CIs), including their attributes and relationships. The Configuration Manager owns the Configuration Management System (CMS) and its integrations with discovery tools and other ITSM applications, ensuring that configuration management processes are clearly defined, consistently executed, and aligned with ITIL standards to maintain a high-quality, up-to-date CMDB. What You’ll Do Own and manage the Configuration Management System (CMS), including the ServiceNow CMDB and ITOM modules (Discovery, Service Mapping, Event Management). Lead CMDB upgrades, migrations, and lifecycle management to maintain platform stability and data integrity. Serve as the key liaison between IT service teams, ServiceNow platform teams, and business owners to align configuration data with business processes and service definitions. Build and maintain strong relationships with ServiceNow module owners to ensure configuration data supports desired business outcomes. Translate complex CMDB and ITOM concepts into clear, business‑focused language for non‑technical stakeholders. Define, govern, and enforce ITIL Configuration Management processes to ensure an accurate, trusted CMDB. Design and maintain CMDB architecture, including discovery patterns, data models, CI relationships, service mapping, and access controls. Integrate patching and vulnerability data (e.g., cloud patching, Tenable) across cloud, infrastructure, and containerized environments. Evolve CMDB and discovery capabilities to support modern platforms such as AWS, Kubernetes, and OpenShift. Monitor and validate CMDB accuracy, discovery results, performance, and capacity; drive remediation of inconsistencies. Ensure all authorized Change, Release, Discovery, and Cloud activities are accurately reflected in the CMDB. Provide reporting, audits, and continuous improvement recommendations while operating effectively in a matrixed, shared‑ownership environment.

Requirements

Experience working in a ServiceNow CMDB environment
Understanding of service mapping concepts and business service relationships
Understanding of cloud platforms (AWS) and knowledge of container technologies (Kubernetes or OpenShift)
Bachelor's degree or advanced degree
5+ years of experience in related field
In lieu of degree, 7+ years of experience in related field

Nice To Haves

Familiarity with ITIL or ITSM frameworks certifications
ServiceNow and/or ITIL certifications

Responsibilities

Own and manage the Configuration Management System (CMS), including the ServiceNow CMDB and ITOM modules (Discovery, Service Mapping, Event Management).
Lead CMDB upgrades, migrations, and lifecycle management to maintain platform stability and data integrity.
Serve as the key liaison between IT service teams, ServiceNow platform teams, and business owners to align configuration data with business processes and service definitions.
Build and maintain strong relationships with ServiceNow module owners to ensure configuration data supports desired business outcomes.
Translate complex CMDB and ITOM concepts into clear, business‑focused language for non‑technical stakeholders.
Define, govern, and enforce ITIL Configuration Management processes to ensure an accurate, trusted CMDB.
Design and maintain CMDB architecture, including discovery patterns, data models, CI relationships, service mapping, and access controls.
Integrate patching and vulnerability data (e.g., cloud patching, Tenable) across cloud, infrastructure, and containerized environments.
Evolve CMDB and discovery capabilities to support modern platforms such as AWS, Kubernetes, and OpenShift.
Monitor and validate CMDB accuracy, discovery results, performance, and capacity; drive remediation of inconsistencies.
Ensure all authorized Change, Release, Discovery, and Cloud activities are accurately reflected in the CMDB.
Provide reporting, audits, and continuous improvement recommendations while operating effectively in a matrixed, shared‑ownership environment.

Benefits

The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community
Work-life balance, flexibility, and the autonomy to do great work
Medical, dental, and vision coverage along with numerous health and wellness programs
Parental leave and support plus adoption and surrogacy assistance
Career development programs and tuition reimbursement for continued education
401k match including an annual company contribution

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