Senior Analyst, ITSM

Brinker International; Coppell (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid schedules

Competitive benefits

Dining discounts

Annual bonus eligibility

On-site gym

Casual, collaborative culture

Job summary

Brinker International in Coppell, TX is seeking a Senior ITSM Analyst to own CMDB governance and ServiceNow configuration management. You will drive data quality, ensure accurate CI relationships, and partner with infrastructure and application teams to enable ITSM processes.

The role requires hands-on CMDB experience, CSDM knowledge, and strong ITIL/ITSM practices. ServiceNow Discovery and Service Mapping expertise are highly valued, with CSA preferred.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 3+ years of ServiceNow experience, including CMDB/Configuration Management in an enterprise environment.
• Demonstrated experience with CSDM and ServiceNow Discovery; Service Mapping preferred.
• Strong knowledge of ITIL/ITSM practices and related processes.
• Hands-on CMDB governance and data quality experience, including CI relationships and CI lifecycle management.
• CSA certification is preferred.

Responsibilities

• Lead the health, governance, and maturity of the ServiceNow CMDB, ensuring CI and relationships are accurate and aligned with CSDM.
• Analyze and resolve CMDB data quality issues and reconciliation across sources.
• Troubleshoot ServiceNow Discovery, Service Mapping, MID Servers, and integrations.
• Develop and maintain configuration management standards, CI lifecycle processes, and CMDB health metrics.
• Collaborate with ITSM, Infrastructure, Application, Asset, and Service Desk teams to support incidents, problems, changes, and reporting.

Skills

Analytical skills

Communication

Relationship-building

Prioritization

Education

Bachelor's degree in Information Technology/Computer Science/Information Systems

Tools

ServiceNow

ServiceNow Discovery

Service Mapping

Job description

Senior Analyst, ITSM

Coppell, TX

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, with no direct reports. The role will serve as a primary subject matter expert for ServiceNow CMDB and Configuration Management, responsible for improving the health, governance, accuracy, and maturity of the CMDB while supporting continued CSDM adoption.

On a daily basis, this individual will analyze and resolve CMDB data quality issues, maintain CI and relationship standards, support and troubleshoot Discovery and integrations, establish governance and ownership practices, and partner with infrastructure and application teams to improve configuration data. The role will also support broader ITSM processes by ensuring reliable CMDB data is available for Incident, Problem, Change, Asset, and other Service Management processes.

What You'll Do

• Leads the ongoing health, governance, and maturity of the ServiceNow CMDB, ensuring Configuration Items (CIs), relationships, ownership, and service models are accurate, complete, and aligned with established CSDM standards.
• Analyzes and resolves CMDB data quality issues including duplicates, stale or incomplete CIs, incorrect relationships, identification and reconciliation issues, and inconsistencies across data sources.
• Supports and troubleshoots ServiceNow Discovery, Service Mapping, MID Servers, integrations, and other automated data sources that create or update CMDB records.
• Develops and maintains Configuration Management standards, CI lifecycle processes, data ownership requirements, CMDB health metrics, and governance practices in partnership with technical teams.
• Collaborates with ITSM, Infrastructure, Application, Asset Management, and Service Desk teams to ensure CMDB data supports Incident, Problem, Change, impact analysis, reporting, and other operational processes

What You Bring to the Team

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant experience.
• 3+ years of ServiceNow experience, including hands-on experience supporting CMDB and Configuration Management in an enterprise environment. Demonstrated experience with CSDM and ServiceNow Discovery required; Service Mapping experience strongly preferred.
• Strong working knowledge of ITIL/ITSM practices and experience supporting Incident, Problem, Change, Asset, and Configuration Management processes.
• Hands-on experience with CMDB governance and data quality, including CI relationships, CMDB Health, Identification and Reconciliation Engine (IRE), Discovery troubleshooting, data sources, and CI lifecycle management.
• Excellent analytical, communication, and relationship-building skills, with the ability to investigate complex technical issues, influence stakeholders without direct authority, manage multiple priorities, and drive continuous improvement with minimal supervision.
• ServiceNow Certified System Administrator (CSA) preferred

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.