ServiceNow CMDB, SLA & Continual Improvement Analyst

Vizient, Inc.; Chicago (IL); On-site; USD 89,000 - 156,000; Full time

Job summary

Vizient, Inc. is seeking an experienced ServiceNow CMDB professional to design, implement, and mature a new CMDB. You will establish governance, support discovery and mapping, and partner with teams to ensure accurate configuration data and improved service quality.

You will lead testing, monitor data quality, and drive continual improvement initiatives across multiple projects, with a focus on governance and reliability of critical configuration information.

Qualifications

• 5+ years of CMDB experience and hands-on ServiceNow administration or CMDB work.
• Experience designing, testing, implementing, and maintaining CMDB solutions across complex environments.
• Strong understanding of ITIL processes including Service Level Management and Continual Improvement.
• Experience with ServiceNow Discovery and Service Mapping is preferred.

Responsibilities

• Design and implement ServiceNow CMDB solutions for complex technology and operational requirements.
• Establish CMDB governance, data quality standards, item lifecycle, ownership and reconciliation.
• Monitor CMDB health and resolve data issues such as completeness, accuracy and duplicates.
• Support ServiceNow Discovery, Service Mapping, and integration with asset and monitoring data sources.
• Collaborate with owners to maintain accurate configuration data and improve CMDB adoption.
• Configure and improve ServiceNow SLAs and related performance metrics.
• Lead testing and validation of CMDB implementations and process changes.
• Analyze trends to identify continual improvement and automation opportunities.
• Manage multiple initiatives across teams with clear priorities and outcomes.
• Develop dashboards, scorecards and governance artifacts for leadership.

Skills

ServiceNow CMDB

CMDB governance

Data quality

ITIL practices

ServiceNow Discovery/Service Mapping

Education

Relevant degree preferred

Tools

ServiceNow

Job description

When you're the best, we're the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Summary

In this role, you will help design, implement, and mature a new ServiceNow Configuration Management Database (CMDB) while supporting service level management and continual improvement practices. You will establish CMDB governance and data quality standards, partner across technical teams to build accurate configuration data and relationships, and lead testing and implementation activities. You will also use operational data, industry practices, and cross-functional collaboration to improve service quality, accountability, and process effectiveness.

Responsibilities

• Design and implement ServiceNow CMDB solutions that support complex technology and operational requirements.
• Establish and maintain CMDB governance, data quality standards, configuration item lifecycle practices, ownership, relationships, identification, and reconciliation.
• Monitor CMDB health and drive resolution of completeness, correctness, compliance, duplicate, stale, orphaned, and relationship data issues.
• Support ServiceNow Discovery, Service Mapping, Common Service Data Model alignment, and integrations with asset, endpoint, cloud, monitoring, and operational data sources.
• Partner with service and application owners to maintain accurate configuration data, establish ownership, and improve adoption of CMDB practices.
• Configure, monitor, report on, and improve ServiceNow service level agreements and related service performance measures.
• Lead testing and validation activities for ServiceNow implementations, enhancements, and process changes.
• Analyze operational trends, root causes, and performance metrics to identify continual improvement and automation opportunities.
• Manage multiple small to medium initiatives across teams, coordinating priorities, deliverables, and outcomes.
• Develop and maintain dashboards, scorecards, process documentation, governance materials, audit evidence, and leadership reporting.

Qualifications

• Relevant degree preferred.
• 5 or more years of relevant experience required.
• 3 or more years of hands-on ServiceNow administration, platform support, CMDB support, service level management, or related ServiceNow experience required.
• Hands-on experience implementing, administering, or improving ServiceNow CMDB, including configuration data quality, governance, relationships, identification, and reconciliation required.Experience designing, testing, implementing, and maintaining solutions for complex technology or operational requirements required.
• Strong understanding of Information Technology Infrastructure Library practices, including configuration management, service level management, incident management, problem management, change enablement, and continual improvement required.
• Strong analytical, problem-solving, project management, facilitation, collaboration, and communication skills required.
• Experience with ServiceNow Discovery, Service Mapping, Common Service Data Model, or related configuration management capabilities preferred.
• Experience configuring, monitoring, or reporting on ServiceNow service level agreements and service performance metrics preferred.
• ITIL 4 Foundation, ServiceNow Certified System Administrator, or relevant ServiceNow Certified Implementation Specialist certification preferred.

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Estimated Hiring Range

At Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $88,900.00 to $155,500.00.

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.