Analyst, ITSM

Brinker International; Coppell (TX); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Medical, dental and vision coverage

401(k) with company match

Employee Assistance Program

Dining discounts for Chili’s and Maggì

Annual bonus eligibility

Job summary

Brinker International is seeking an ITSM Analyst to own and advance the ServiceNow CMDB, collaborating with infrastructure, applications, and business teams. You will ensure accurate CIs, map services, and support ITSM processes across the organization.

The role requires 2+ years on ServiceNow with CMDB/CSDM, Discovery, and Service Mapping, plus ITIL expertise. A CSA certification is required, CIS preferred. Hybrid work arrangements at the RSC.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent combination of education and relevant experience).
• 2+ years of experience administering or supporting the ServiceNow platform, including CMDB, CSDM, Discovery, Service Mapping, and Configuration Management.
• Strong working knowledge of ITIL/ITSM with experience supporting Incident, Problem, Change, Asset, and Configuration Management processes; CSA certification required; CIS preferred.
• Experience designing and implementing CMDB governance, data quality initiatives, integrations, and automation; partnering with cross-functional stakeholders.
• Excellent analytical, communication, and relationship-building skills with the ability to influence stakeholders and drive continuous improvement.

Responsibilities

• Leads the ongoing governance, health, and maturity of the ServiceNow CMDB with accurate CIs, relationships, and service models aligned to CSDM.
• Develops CMDB processes, data standards, and governance while partnering with teams to improve data quality and ownership.
• Designs CMDB integrations, Discovery, Service Mapping, and automation to improve accuracy and efficiency of configuration and asset management.
• Collaborates with ITSM process owners to support Incident, Problem, Change, Asset, and Knowledge Management with accurate CMDB data and impact analysis.
• Drives continuous improvement by identifying technical debt, implementing best practices, building dashboards, and enhancing CMDB maturity.

Skills

ServiceNow

CMDB

CSDM

Discovery

Service Mapping

ITIL/ITSM

Stakeholder collaboration

Analytical skills

Education

Bachelor's degree in IT/CS/IS or related field

Tools

CSA Certification

CIS – Discovery/Service Mapping/CSDM

ServiceNow Platform

Job description

Coppell, TX

Job Description

Analyst, ITSM

What does it mean to be a BrinkerHead?

It means creating moments that make everyone feel special — whether you’re supporting our restaurants, celebrating wins with your team, or sparking ideas that keep Guests coming back. We play like a team, take pride in our culture, and know that life’s too short not to work happy.

At Brinker’s Restaurant Support Center (RSC), every role fuels the success of our brands — Chili’s® Grill & Bar and Maggiano’s Little Italy® — and directly impacts Team Members and Guests. From bold ideas to everyday support, we help create a fun atmosphere, great food and drinks, and the kind of hospitality that keeps everyone coming back. Here, you’ll discover opportunities for career growth, belonging, wellbeing, and plenty of chances to work hard and have fun.

Brinker International is an equal opportunity employer. We’re proud to provide a welcoming, respectful environment where everyone can thrive.

Job Summary

This position is a technical individual contributor within the IT Service Management (ITSM) team, reporting to the ITSM Manager, and does not have direct reports. The role is responsible for leading the ongoing maturity, governance, and operational health of the ServiceNow CMDB and supporting CSDM adoption across the organization. Daily, this individual will partner with infrastructure, application, and business teams to maintain Configuration Items (CIs), establish and govern service models, improve data quality, support discovery and integrations, develop CMDB-related processes, and drive continuous improvement initiatives. This role will also support ITSM initiatives by providing CMDB expertise for Incident, Problem, Change, Asset, and Knowledge Management processes to ensure accurate service mapping, impact analysis, and operational reporting.

What You’ll Do

• Leads the ongoing governance, health, and maturity of the ServiceNow CMDB by ensuring Configuration Items (CIs), relationships, and service models remain accurate, complete, and aligned with CSDM standards.
• Develops and maintains CMDB processes, data standards, and governance practices while partnering with infrastructure, application, and business teams to improve data quality and ownership.
• Designs and implements CMDB integrations, Discovery, Service Mapping, and automation capabilities to improve the accuracy and efficiency of configuration and asset management.
• Collaborates with ITSM process owners to support Incident, Problem, Change, Asset, and Knowledge Management by providing accurate CMDB data, impact analysis, and dependency mapping.
• Drives continuous improvement initiatives by identifying technical debt, implementing best practices, developing reporting and dashboards, and recommending enhancements that improve CMDB maturity and operational effectiveness.

What You Bring To The Team

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent combination of education and relevant experience).
• 2+ years of experience administering or supporting the ServiceNow platform, including demonstrated expertise with CMDB, CSDM, Discovery, Service Mapping, and Configuration Management.
• Strong working knowledge of ITIL/ITSM best practices with experience supporting Incident, Problem, Change, Asset, and Configuration Management processes. ServiceNow Certified System Administrator (CSA) certification required; Certified Implementation Specialist (CIS) – Discovery, Service Mapping, or CSDM preferred.
• Experience designing and implementing CMDB governance, data quality initiatives, integrations, and automation while partnering with cross‑functional technical and business stakeholders.
• Excellent analytical, communication, and relationship‑building skills with the ability to influence stakeholders, solve complex technical problems, manage multiple priorities, and drive continuous improvement with minimal supervision.

Why Brinker

At Brinker, we believe life is short, so work happy! That means creating an environment where you can grow your career, feel a sense of belonging and wellbeing, and have fun along the way.

Here’s how we make that real for our BrinkerHeads at the RSC:

• Flexibility that fits your life: Hybrid schedules with weekly flex days to work from home.
• Benefits that support you: Competitive package with medical, dental, and vision coverage; life insurance; paid vacation and holidays; 401(k) with company match; Employee Assistance Program with counseling, financial, legal, and life resources; and Best You EDU, offering education programs and tuition reimbursement.
• Enjoy our brands: Generous dining discounts at Chili’s® Grill & Bar and Maggiano’s Little Italy®.
• Rewards for your impact: Annual bonus eligibility for every RSC Team Member.
• Wellbeing at work: On‑site gym and fitness classes like yoga and boot camp.
• A culture worth celebrating: From company‑wide events to a casual, collaborative atmosphere, you’ll find plenty of ways to connect, work hard, and play hard.