Configuration Management Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and document a comprehensive and scalable Configuration Management process that includes policies, procedures, CI lifecycle, and control points.

• Visualize the Configuration Management process using Visio or a similar tool.

• Create and develop workflows in ServiceNow Flow Designer that facilitate CI lifecycle, approvals, data quality, and integrations at various workflow stages.

• Develop and optimize integrations and discovery mechanisms to ensure the CMDB remains up-to-date, utilizing Service Graph Connectors, IntegrationHub, and the Identification and Reconciliation Engine.

• Collaborate with service owners and report consumers to comprehend the use of configuration data and refine the data model accordingly.

• Take responsibility for CI data quality by setting standards, advocating their importance, assessing performance, and automating processes.

• Maintain the CI data model and ensure relationships are consistent with the ServiceNow Common Service Data Model (CSDM).

• Conduct Configuration Management audits and verification cycles and report on the effectiveness of the processes.

• Provide trusted configuration data to support Asset, Change, Incident, and Problem Management for impact assessments.

• Identify and pursue opportunities for process improvements.

• Educate CI owners and respond to their inquiries.

• Oversee the configuration management system and assist in ongoing configuration management operations.

⛳️ Requirements

• Possession of a Public Trust Clearance or the ability to obtain one.

• ITILv4 Foundation Certification to be achieved within 120 days of hire.

• Certified Implementation Specialist – Data Foundations (CMDB and CSDM) or the ability to obtain this certification within 60 days of hire.

• ServiceNow Certified System Administrator.

• ServiceNow CMDB Micro Certification.

• Practical experience in ServiceNow with CMDB administration, CI class management, and workflow design using Flow Designer.

• Experience in business process design and documentation using Visio or equivalent tools (such as Lucidchart, draw.io, or Bizagi).

• Background in IT service management with a working understanding of ITIL practices and their interconnections.

• Familiarity with data modeling, data quality, and enterprise infrastructure and application architecture.

• Excellent communication skills to engage effectively with technical teams, program staff, and government clients.

• Demonstrated ability to work independently in both full and partial remote settings.

• Strong oral and written communication skills across all levels of staff and clients.

• Capability to apply extensive knowledge to key tasks and significant assignments.

• Willingness to maintain standard working hours and be available for meetings and collaboration during working hours.

• 4–9 years of relevant experience along with a bachelor's degree.

• At least 2 years of direct experience in Configuration Management or CMDB.

• Experience in remote work showcasing time management, self-discipline, cultural change management, and an Agile mindset.

• Proficiency with Google Suite, Microsoft Office, Slack, and ServiceNow is preferred.

• Openness to a variety of shifts, including scheduled holidays, is desired.

• ServiceNow Certified Implementation Specialist – Discovery or CIS–ITSM certifications are a plus.

• Experience in building ServiceNow integrations, such as Service Graph Connectors, IntegrationHub, Transform Maps, and REST APIs, is desirable.

• Experience with CSDM alignment is a plus.

• ServiceNow scripting experience with JavaScript, Business Rules, and Script Includes is desired.

• Exposure to Lean Six Sigma or comparable process improvement methodologies is beneficial.

• Previous experience in a federal or audited environment is preferred.

🏝️ Benefits

• Base salary range of USD $96,050–$148,670 per year.

• Comprehensive total compensation package.

• Remote work environment.

• Reasonable accommodations for disabilities.

• No travel required.

• Recognized as a 2024 Military Friendly Employer and support for active-duty and veteran employees.