CMDB Analyst
The CMDB Analyst is responsible for leading the governance, administration, integrity, and continuous improvement of the ServiceNow Configuration Management Database (CMDB). This position ensures that Configuration Items (CIs), CI relationships, business application records, Discovery data, and associated ownership information are accurate, complete, compliant, and maintained throughout their lifecycle. The CMDB Analyst serves as the subject matter expert for Configuration Management, ServiceNow Discovery, CMDB data quality, Application Portfolio Management (APM), data certification, lifecycle governance, reporting, and CMDB-related automation. The position works with technology, application, security, cloud, risk, audit, and service management stakeholders to ensure reliable configuration data supports incident, problem, change, risk, and technology governance processes.
Essential Duties And Responsibilities
- CMDB Governance and Administration:
- Leads the administration and execution of the enterprise CMDB strategy in coordination with the Configuration Management Process Owner.
- Develops, maintains, and enforces CMDB standards, operating procedures, data quality controls, and governance requirements.
- Ensures CI data and relationships are complete, accurate, compliant, and audit ready.
- Defines and enforces accountability for CI ownership, support assignments, data stewardship, and lifecycle management.
- Governs CI lifecycle activities, including onboarding, modification, retirement, archival, and deletion.
- Maintains CMDB class, attribute, relationship, and data ownership standards.
- Supports internal and external audits involving configuration management records, controls, and processes.
- Identifies control gaps and coordinates remediation with the appropriate CI owners and technical teams.
- ServiceNow Discovery and Infrastructure Management:
- Administers and monitors ServiceNow Discovery across on-premises, cloud, branch, development, test, and production environments.
- Configures and maintains Discovery schedules, IP ranges, credentials, patterns, and MID Server assignments.
- Monitors Discovery performance, investigates failures, and coordinates remediation of credential, connectivity, pattern, and infrastructure issues.
- Validates discovered infrastructure CIs, including servers, databases, storage, network devices, cloud resources, and certificates.
- Oversees cloud discovery and the ingestion of AWS configuration data into the CMDB.
- Ensures discovered CIs contain appropriate ownership, support group, assignment group, lifecycle, and relationship information.
- Monitors MID Server availability, health, patching, and operational readiness.
- CMDB Data Quality and Integrity:
- Monitors and improves CMDB Health measures, including completeness, correctness, and compliance.
- Configures and manages CMDB Health rules, CMDB Data Manager policies, and data quality remediation activities.
- Identifies and remediates stale, orphaned, incomplete, and duplicate CIs.
- Governs Identification and Reconciliation Engine (IRE) rules, including CI identification, data-source precedence, and reconciliation behavior.
- Reviews CMDB data sources and integrations to ensure only authorized sources create or update CI records.
- Develops controls that prevent duplicate or conflicting CI data.
- Conducts recurring data quality reviews and coordinates remediation with CI owners and support teams. Tracks data quality exceptions and maintains evidence supporting governance and audit requirements.
- CI Relationship and Dependency Governance:
- Establishes standards for creating and maintaining CI relationships.
- Validates relationships between business applications, servers, databases, certificates, cloud resources, and supporting infrastructure.
- Identifies missing, inaccurate, or obsolete relationships and coordinates corrective actions.
- Ensures relationship data supports incident resolution, change impact analysis, risk assessments, and application dependency reporting.
- Application Portfolio Management:
- Oversees business application onboarding, modification, certification, and retirement processes.
- Ensures application records contain required business, technical, ownership, lifecycle, risk, and support information.
- Maintains governance requirements for Business Application Owners, Technology Application Managers, subject matter experts, and support groups.
- Supports application categorization, rationalization, lifecycle management, and technology portfolio reviews.
- Plans and administers periodic data certification and recertification campaigns for business applications, tools, robotic process automations (RPAs), and other governed technology records.
- Coordinates with application owners, business units, and technology teams to resolve incomplete or inaccurate application information.
- Reporting, Metrics, and Executive Dashboards:
- Designs and maintains operational, governance, and executive dashboards. Develops monthly and quarterly key performance indicator (KPI) reporting for CMDB and application portfolio activities.
- Monitors and reports on CMDB Health, Discovery performance, stale and duplicate CIs, application onboarding and retirement, data certification compliance, and audit remediation.
- Analyzes trends, identifies data or process risks, and presents actionable recommendations to leadership and governance stakeholders.
- Maintains reporting that demonstrates compliance with CMDB policies, standards, and control requirements.
- Automation and Continuous Improvement:
- Identifies opportunities to reduce manual CMDB administration and data remediation activities.
- Designs and implements ServiceNow workflows, Flow Designer solutions, scheduled processes, notifications, and other automation.
- Supports AI-enabled capabilities, CI summarization, data certification improvements, and governance automation.
- Leads CMDB enhancement initiatives and coordinates testing, validation, documentation, and controlled implementation.
- Measures the effectiveness of implemented improvements and adjusts processes as needed.
- Stakeholder and Process Management:
- Partners with Infrastructure, Cloud, Security, Risk Management, Audit, Application Owners, and IT Service Management teams.
- Serves as the escalation point for CMDB governance, Discovery, lifecycle, ownership, and data quality issues.
- Provides guidance and training on CMDB standards, CI ownership, relationship management, and data maintenance responsibilities.
- Facilitates governance reviews, certification campaigns, data remediation activities, and compliance assessments.
- Promotes accountability among CI owners, data owners, support groups, and other CMDB stakeholders.
- Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
- Adheres to Bank policies and procedures and completes required training.
- Identifies and reports suspicious activity.
Qualifications
Education
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline. Master's degree preferred.
- Coursework or specialization in IT Service Management (ITSM), Configuration Management, Data Governance, Enterprise Architecture, Cloud Computing, or Information Security.
Experience
- 7+ years of experience in IT Service Management, Configuration Management, CMDB administration, or a related technology governance function, required.
- 5+ years of hands-on ServiceNow CMDB experience, required.
- Demonstrated experience administering ServiceNow CMDB, Discovery, MID Servers, CMDB Health, CMDB Data Manager, Flow Designer, reporting, and dashboards, required.
- Experience managing CI data quality, lifecycle controls, relationships, identification rules, and reconciliation processes, required.
- Experience supporting Application Portfolio Management or business application governance, required.
- Working knowledge of ITIL Configuration Management and related ITSM processes, required.
- Experience with cloud technologies and cloud configuration data, preferably AWS, required.
- Experience working within banking, financial services, or another highly regulated industry, preferred.
- Experience with ServiceNow Application Portfolio Management and workflow automation, preferred.
Licenses and Certifications
