IT Operations & CMDB Analyst

Role overview

CMDB and IT operations

• Monitor CMDB health and data quality; remediate issues and validate configuration-item ownership, relationships, and lifecycle.
• Support Discovery, Service Mapping, CSDM adoption, and onboarding of applications, services, and cloud resources.
• Drive CMDB governance and continual improvement; support ITOM Discovery and Event Management operations.
• Review Discovery failures, coordinate remediation, monitor service-mapping coverage, and support operational readiness.
• Support operational reporting and dashboards.

Major Incident Management

• Participate in rotating after-hours on-call coverage for Priority 1 and Priority 2 incidents.
• Activate ServiceNow Major Incident processes and verify automated notifications and workflows.
• Coordinate conference bridges and participants; ensure technical resolver teams are engaged.
• Facilitate executive and stakeholder communications, track actions and decisions, and escalate stalled progress.
• Coordinate shift handoffs and support post-incident review and documentation.

Education and certification

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ServiceNow certification.

Technical knowledge

• ServiceNow experience or knowledge across CMDB, ITOM Discovery, Service Mapping, Event Management, Major Incident Management, Incident/Problem/Change Management, CSDM, Performance Analytics, and reporting.
• Knowledge of enterprise infrastructure, networking fundamentals, application architecture, identity and access management, and ITIL practices.
• Cloud platform knowledge is relevant; AWS is preferred.

Language requirement

• English proficiency is required because the role frequently communicates with stakeholders in English.

Workplace

• Office environment at the corporate location.