Servicenow Configuration Analyst
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Job Description
• Maintain and govern the Configuration Management Database (CMDB), ensuring adherence to company policies, processes, industry standards, and best practices.
• Support the Configuration Manager in implementing Configuration Item (CI) lifecycle strategies and collaborating with Supplier Management, IT Request teams, and other IT functions.
• Ensure the accuracy, completeness, and ongoing maintenance of CMDB data, including validation of discovered and manually managed configuration items.
• Partner with Discovery Analysts to ensure effective discovery, management, and tracking of configuration items across the technology estate.
• Produce and maintain KPI dashboards, management reports, and ad hoc analysis to support operational and strategic decision-making.
• Conduct periodic hardware and software audits, reconciling asset data against CMDB records and driving issue resolution where discrepancies are identified.
• Support IT Asset Management (ITAM) projects by coordinating with internal teams and suppliers, gathering required data, and monitoring project deliverables.
• Maintain and continuously improve CMDB documentation, operational procedures, standards, and governance processes.
• Identify risks, issues, and opportunities for improvement, escalating where appropriate and supporting resolution activities.
• Promote Configuration Management best practices through stakeholder engagement, training sessions, and workshops across IT and business teams.
What You'll Bring
• 2+ years of experience working with ITSM tools, preferably ServiceNow.
• Strong Excel skills, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, reporting, and automation capabilities.
• Experience with Power BI or Tableau is advantageous.
• Strong analytical skills with excellent attention to detail and the ability to identify, investigate, and resolve data quality issues.
• Experience producing accurate reporting and presenting insights that support business decisions.
• Understanding of ITIL Service Management processes, particularly Configuration Management, IT Asset Management, Incident Management, Problem Management, and Change Management.
• Experience working with CMDB platforms, discovery tools, and Software Asset Management (SAM) technologies.
• Knowledge of hardware and software asset lifecycle management and governance practices.
Requirements
Department: Technology
Function: Information Technology
Experience Level: Not Applicable