ITSM CMDB Analyst

Auxis; Bogotá; Presencial; COP 60.000.000 - 90.000.000; A tiempo parcial

Descripción de la vacante

Auxis is seeking an ITSM CMDB Analyst to support the daily administration, maintenance, and quality control of the CMDB and CMS. You will ensure CI data is accurate and up to date, collaborating with Service Desk and Incident teams to facilitate faster resolution.

Reporting to the Configuration Manager, you will perform data reconciliations, audits, and contribute to CMDB structural updates, baselines, and documentation. Strong Excel and ITIL SACM knowledge is essential.

Formación

• 1–3 years of experience in IT technical support or IT asset management with exposure to configuration control.
• Hands-on experience with data entry, report generation, and operational database administration.
• Knowledge of ITIL practices, especially SACM.
• Familiarity with ITSM platforms such as ServiceNow, Jira Assets, HPSM, or similar tools.
• Knowledge of relational databases, advanced Excel, and document management platforms like SharePoint or Confluence.
• Strong attention to detail and commitment to data accuracy, consistency, and quality.
• Strong organizational, collaboration, adaptability, and problem-solving skills.
• High school diploma required; university studies in IS, PM, Process Improvement, or related field are a plus.
• Self-motivated, proactive, adaptable, and able to multitask in a fast-paced environment.

Responsabilidades

• Maintain and update CMDB records including CIs, attributes, relationships, and lifecycle statuses.
• Perform configuration audits and data reconciliation to resolve discrepancies.
• Support CMDB structural updates under guidance of Configuration Manager.
• Create and maintain configuration baselines for projects, releases, and network infrastructure.
• Manage access to technical document repositories and create storage areas for CI specs.
• Organize and maintain technical documentation libraries.
• Support Service Desk, Incident, and Problem Management with CMDB data for troubleshooting.
• Prepare and distribute reports and dashboards on CMDB health and data quality.
• Stay current with relevant technologies and IT processes.

Conocimientos

ITIL practices

SACM

Data accuracy

ITSM processes

Documentation

Educación

High school diploma

University studies in Information Systems or related field

Herramientas

ServiceNow

Jira Assets

HPSM

SharePoint

Confluence

Microsoft Excel

Descripción del empleo

We are looking for an ITSM CMDB Analyst to support the daily administration, maintenance, and quality control of the Configuration Management Database (CMDB) and Configuration Management System (CMS).

Reporting to the Configuration Manager, this hands‑on role ensures Configuration Item (CI) data is accurate, reliable, and up to date. The position works closely with Service Desk, Incident Management, and Problem Management teams to support efficient troubleshooting and resolution while maintaining technical documentation, infrastructure baselines, and configuration records.

What You'll Do

• Maintain and update CMDB records, including Configuration Items (CIs), attributes, relationships, and lifecycle statuses.
• Perform configuration audits and data reconciliation to identify and resolve discrepancies between the IT environment and CMDB records.
• Support CMDB structural updates, including new categories, fields, relationships, and other configuration changes under the guidance of the Configuration Manager.
• Create and maintain configuration baselines for projects, releases, and network infrastructure.
• Manage access to technical document repositories and create storage areas for CI specifications and technical information.
• Organize and maintain technical documentation libraries and configuration information.
• Support Service Desk, Incident Management, and Problem Management teams in effectively using CMDB data for troubleshooting and case resolution.
• Prepare and distribute reports and dashboards on CMDB health, data errors, compliance, and data quality.
• Support other configuration management and operational activities as delegated by the Configuration Manager.
• Stay current with relevant technologies, IT processes, and business practices.

What We're Looking For

• 1–3 years of experience in IT technical support, Service Desk, IT Asset Management, or a related field, with exposure to configuration control processes.
• Hands‑on experience with technical data entry, report generation, and operational database administration.
• Practical knowledge of ITIL practices, particularly Service Asset and Configuration Management (SACM).
• Familiarity with ITSM platforms such as ServiceNow, Jira Assets, HPSM, or similar tools.
• Knowledge of relational database concepts, advanced Microsoft Excel, and document management platforms such as SharePoint or Confluence.
• Strong attention to detail and commitment to data accuracy, consistency, and quality.
• Strong organizational, collaboration, adaptability, and problem‑solving skills.
• High school diploma required. University studies in Information Systems, Project Management, Process Improvement, or a related field are a plus.
• Self‑motivated, proactive, adaptable, and able to multitask in a fast‑paced environment.

Language Requirements

• English: B2+ or higher / 85%+ oral and written proficiency.