ServiceNow CMDB, SLA & Continual Improvement Analyst

Vizient, Inc; Irving (TX); On-site; USD 89,000 - 156,000; Full time

Benefits offered by this job

Incentive eligible

Comprehensive benefits

Job summary

Vizient, Inc. in Irving, Texas is seeking an experienced ServiceNow CMDB engineer to design, implement, and mature a robust CMDB while supporting service level management and continual improvement.

You will establish governance, data quality standards, collaborate with cross-functional teams, and lead testing and deployment, leveraging Discovery, Service Mapping, and the CSMD data model to improve accuracy, relationships, and service performance.

Qualifications

• 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 ITIL practices related to configuration management, service level management, incident, problem, change enablement, and continual improvement required.

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.

Skills

CMDB

ServiceNow

Governance

Data Quality

Discovery

Service Mapping

ITIL

Stakeholder mgmt

Education

Relevant degree preferred

Tools

ServiceNow Platform

CMDB Tools

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.

#LI-JB1 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!

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.

Working at Vizient means shaping the future of healthcare, every day. Alongside our clients, we're building a healthier, more human healthcare system. We connect people, data, and solutions to enable healthcare organizations to improve financial sustainability, enhance system performance, and deliver better care. Headquartered in Irving, Texas, with 11 offices across the United States, Vizient has more than 5,000 employees who bring deep expertise and a shared commitment to transforming healthcare. Together, we're solving some of the industry's most complex challenges while creating opportunities to learn, grow, and drive lasting change for healthcare organizations and the communities they serve. Through our enterprise of companies, we deliver meaningful impact across the continuum of care: Apexus - The exclusive contractor for 340B Drug Pricing Program, managed by the Health Resources and Services Administration. aptitude - The industry's first online direct contracting market, supporting self‑contracting activity between hospitals and suppliers. Kaufman Hall - Leading healthcare advisory services to support our clients in achieving financial, clinical, and operational excellence. Provista - Proven supply chain partner specializing in extended, diagnostic, and preventive care facilities, including surgery centers, home health, and senior living.