Overview

This is a remote role that may only be hired in the following location(s): AZ, FL, GA, NC and TX. The Senior CMDB Analyst is a senior-level subject matter expert supporting the integrity, health and governance of the organization’s Configuration Management Database (CMDB) within the ServiceNow platform. Operating within the IT Asset Management function, this role is central to maintaining an authoritative source of context for all Configuration Items (CIs) across the organizations IT estate, spanning on-premise infrastructure, cloud platforms, and End User Devices. The primary function of this role will be to support the end-to-end quality of CMDB data through the governance structure of CMDB Health, CI reconciliation and data certifications.

Responsibilities

Work with the team to continuously drive high standards in the data quality of our CMDB using CMDB Health, CI Reconciliation and CMDB Data Certification. Working with junior staff to determine root cause analysis of data issues detected and ensuring a timely closure of tickets. Facilitate meeting with key stakeholders for support in data remediation. Maintain all the team’s documentation and ensure it is maintained for accuracy, enhancements and annual reviews. Familiar with Playbooks, Runbooks, Standard Operating Procedures, Standards, Job Aid, and Knowledge Articles. Participate in project and agile meetings supporting the designs of Configuration Management processes and tool usage to ensure the accuracy and completeness of the CMDB. Work within the Agile framework, including participating in sprint planning, backlog grooming, UAT and retrospectives. Design, develop, and produce CMDB reports and dashboards using Platform Analytics and CMDB Query Builder. Ability to create new KPIs and knowledge of other ServiceNow tools for analysis. Provide weekly and monthly reporting, in addition to facilitating monthly data quality working group sessions. Support the team’s operating procedures for auditing the CMDB and identify opportunities for improvement. Execute our Data Certification readiness playbook in preparation for semi-annual data certifications. Support monthly compliance reviews and annual internal audit reviews of procedures and audit evidence collections.

Qualifications

Minimum Qualifications: Bachelor's Degree and 4 years of experience in Analytics, Modeling or Reporting OR High School Diploma or GED and 8 years of experience in Analytics, Modeling or Reporting Prefered Qualifications: Minimum of 3 years relevant experience with the CMDB and the CSDM framework. Must demonstrate strong ability to perform advanced data analysis, reporting and creating dashboards. ITIL v3 or v4 certification with advanced knowledge of ITIL best practices and application of concepts with expertise in Configuration Management and working knowledge of ITAM and ITSM processes. Hands-on experience with CMDB Workspace, CMDB Health, IRE and CMDB Data Certification. Ability to recommend design specifications and support. Knowledge of Agile and SDLC delivery methods. Ability to demonstrate critical thinking to perform root cause analysis, break/fix remediation, and recommend improvement initiatives. Strong communication skills with ability to interact with technical and business stakeholders. ServiceNow Certifications for CSA or in CMDB, CMDB Health, Platform Analytics a plus. Working experience with ServiceNow Process Automation a plus. Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.