ITSM Analyst — ServiceNow CMDB, Hybrid Work

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

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.