The CMDB Process & Technical Analyst is responsible for the governance, accuracy, and optimization of the Configuration Management Database (CMDB) within ServiceNow. This role ensures that CMDB processes are well-defined, implemented, and adhered to, enabling accurate visibility into IT assets, services, and relationships. Working closely with IT operations, infrastructure, and application teams, the CMDB Process & Technical Analyst will combine process management expertise with strong technical skills to maintain data integrity, improve automation, and support IT Service Management (ITSM) outcomes
Roles And Responsibilities
- Own and maintain CMDB processes in alignment with ITIL best practices, ensuring data accuracy, completeness, and compliance.
- Define and enforce CMDB data governance standards, naming conventions, and relationship models.
- Configure and manage CMDB in ServiceNow, including CI class structures, discovery sources, reconciliation rules, and data import sets.
- Partner with ServiceNow development teams to design and implement automated data integrations, discovery schedules, and reconciliation jobs.
- Monitor CMDB health using dashboards and KPIs; proactively address data quality issues.
- Collaborate with process owners (Incident, Change, Problem, Asset) to ensure CMDB supports ITSM processes and business needs.
- Conduct regular audits of CMDB data and reconcile against authoritative data sources.
- Develop training materials and conduct workshops to promote CMDB process adoption and understanding across IT teams.
- Support audits and compliance efforts by providing accurate and timely CMDB data.
Qualifications
- Bachelor’s degree in information technology, Computer Science, or related field.
- 3+ years of experience managing or supporting a CMDB, preferably in a ServiceNow environment.
- Strong understanding of ITIL Configuration Management principles and processes (ITIL v3/v4 Foundation or higher preferred).
- Hands-on experience configuring and maintaining CMDB in ServiceNow, including discovery, integrations, and reconciliation.
- Proficiency in querying and analyzing CMDB data for reporting and health checks.
- Familiarity with IT asset management, service mapping, and dependency visualization.
- Strong problem-solving skills with attention to detail and data quality.
- Excellent communication skills with the ability to collaborate across technical and non-technical teams