Senior Configuration Management Analyst

Humana; United States; Hybrid; USD 110,000 - 160,000; Full time

Job summary

Humana is seeking a Senior Configuration Management Analyst to optimize the CMDB and its governance across enterpriseIT. You will drive data quality, CI relationship mapping, and service ownership, partnering with infrastructure, ITSM, security, and architecture teams.

This role focuses on maturity, automation opportunities, and AI-enabled insights to improve operational intelligence. Strong ServiceNow CMDB experience is required for success and collaboration with stakeholders nationwide.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• 5+ years of experience in Configuration Management, CMDB administration, CMDB operations, ITSM, or related disciplines.
• 3+ years of hands-on experience working with ServiceNow CMDB.
• Experience managing CMDB operational processes within a large enterprise environment.
• Strong understanding of Configuration Management principles and best practices.
• Experience with CMDB data quality management, certifications, audits, and governance.
• Experience analyzing CI relationships, service mapping, ownership models, and dependency data.
• Strong analytical, problem-solving, and root cause analysis skills.
• Excellent written, verbal, and stakeholder management skills.

Responsibilities

• Lead day-to-day CMDB operational activities and complex investigations involving CIs, relationships, ownership, and data quality.
• Monitor CMDB health, data quality metrics, certifications, and governance controls.
• Coordinate remediation efforts with application, infrastructure, and service owners.
• Develop and maintain CMDB operational procedures, standards, and documentation.
• Serve as a subject matter expert for CMDB processes and data governance practices.
• Identify opportunities to improve CMDB processes, controls, automation, and user experience.
• Drive initiatives to increase data accuracy, completeness, ownership, and relationship mapping.
• Analyze recurring data quality issues and perform root cause analysis.
• Recommend and implement process improvements aligned with CMDB and ITSM best practices.
• Support CMDB maturity assessments and roadmap initiatives.
• Partner with CMDB administrators, Discovery teams, platform teams, and architects.
• Support onboarding of new CI classes, data sources, services, and environments.
• Validate Discovery results, integrations, reconciliation behavior, and relationship models.
• Assist with testing and validation of CMDB-related enhancements and releases.
• Support implementation of CSDM-aligned modeling practices.
• Partner with business and technology teams to establish ownership and accountability for configuration data.
• Facilitate discussions regarding CMDB requirements, operational issues, and data quality concerns.
• Provide guidance and education to users regarding CMDB processes and standards.
• Support audits, regulatory reviews, and governance forums as needed.
• Develop and deliver dashboards, scorecards, and metrics related to CMDB health and performance.
• Analyze trends, identify risks, and provide leadership insights.
• Support executive reporting and governance communications.
• Measure effectiveness of remediation and improvement efforts.
• Evaluate emerging technologies, including AI and machine learning capabilities, that can improve CMDB operations and data management.
• Identify opportunities to leverage AI-driven analytics, automation, anomaly detection, relationship intelligence, and operational insights.
• Participate in enterprise initiatives focused on intelligent automation and digital operations.

Skills

CMDB administration

Configuration management

ITSM processes

ServiceNow

Data quality governance

Stakeholder management

Root cause analysis

Automation opportunities

Education

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

Tools

ServiceNow CMDB

ServiceNow Discovery

Service Mapping

CSDM

Data Manager

IRE

Job description

Become a part of our caring community

The Senior Configuration Management Analyst is responsible for the operational excellence, governance, quality, and continuous improvement of the Configuration Management Database (CMDB). This role serves as a senior subject matter expert for Configuration Management, partnering with infrastructure, application, ITSM, ITAM, architecture, security, and operational teams to ensure configuration data is accurate, trusted, and actionable.

The ideal candidate brings deep hands‑on experience managing and improving a large enterprise CMDB, including data quality, service modeling, relationship mapping, governance, operational processes, and stakeholder engagement. This individual will help mature CMDB capabilities, drive adoption of best practices, identify automation opportunities, and support future innovations including AI-enabled insights and operational intelligence.

Key Responsibilities

CMDB Operations & Governance

• Lead day-to-day CMDB operational activities and complex investigations involving configuration items (CIs), relationships, ownership, and data quality.
• Monitor CMDB health, data quality metrics, certifications, and governance controls.
• Coordinate remediation efforts with application, infrastructure, and service owners.
• Develop and maintain CMDB operational procedures, standards, and documentation.
• Serve as a subject matter expert for CMDB processes and data governance practices.

Continuous Improvement

• Identify opportunities to improve CMDB processes, controls, automation, and user experience.
• Drive initiatives to increase data accuracy, completeness, ownership, and relationship mapping.
• Analyze recurring data quality issues and perform root cause analysis.
• Recommend and implement process improvements aligned with Configuration Management and ITSM best practices.
• Support CMDB maturity assessments and roadmap initiatives.

ServiceNow CMDB Administration Support

• Partner closely with CMDB administrators, Discovery teams, platform teams, and architects.
• Support onboarding of new CI classes, data sources, services, and environments.
• Validate Discovery results, integrations, reconciliation behavior, and relationship models.
• Assist with testing and validation of CMDB-related enhancements and releases.
• Support implementation of CSDM-aligned modeling practices.

Stakeholder Collaboration

• Partner with business and technology teams to establish ownership and accountability for configuration data.
• Facilitate discussions regarding CMDB requirements, operational issues, and data quality concerns.
• Provide guidance and education to users regarding CMDB processes and standards.
• Support audits, regulatory reviews, and governance forums as needed.

Analytics & Reporting

• Develop and deliver dashboards, scorecards, and metrics related to CMDB health and performance.
• Analyze trends, identify risks, and provide leadership insights.
• Support executive reporting and governance communications.
• Measure effectiveness of remediation and improvement efforts.

Innovation & AI Enablement

• Evaluate emerging technologies, including AI and machine learning capabilities, that can improve CMDB operations and data management.
• Identify opportunities to leverage AI-driven analytics, automation, anomaly detection, relationship intelligence, and operational insights.
• Participate in enterprise initiatives focused on intelligent automation and digital operations.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• 5+ years of experience in Configuration Management, CMDB administration, CMDB operations, ITSM, or related disciplines.
• 3+ years of hands-on experience working with ServiceNow CMDB.
• Experience managing CMDB operational processes within a large enterprise environment.
• Strong understanding of Configuration Management principles and best practices.
• Experience with CMDB data quality management, certifications, audits, and governance.
• Experience analyzing CI relationships, service mapping, ownership models, and dependency data.
• Strong analytical, problem-solving, and root cause analysis skills.
• Excellent written, verbal, and stakeholder management skills.

Preferred Qualifications

• 7+ years of Configuration Management or CMDB experience.
• Experience with ServiceNow Discovery, Service Mapping, Data Manager, IRE, and CSDM.
• Experience supporting ITAM, Asset Management, Application Portfolio Management (APM), or Service Portfolio Management initiatives.
• Experience developing executive dashboards and operational reporting.
• Experience with automation, workflow design, or process optimization.
• Exposure to AI-enabled operational platforms, predictive analytics, generative AI, or machine learning applications.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow CIS-CMDB certification or equivalent Configuration Management certification.

Work at Home Requirements:

To ensure Home or Hybrid