ServiceNow CMDB Analyst

U.S. Bank

. Defines, develops, documents, and measures business processes and supporting tools to achieve high levels of efficiency, data quality, and operational consistency.

Posted 4/28/2026full-timeCharlotte • Minnesota, North Carolina, Oregon, Texas • 🇺🇸 United StatesSeniorLead💰 $98,175 - $115,500 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Defines, develops, documents, and measures business processes and supporting tools to achieve high levels of efficiency, data quality, and operational consistency.
Facilitates the application of new technologies, particularly ServiceNow capabilities, to existing business and IT processes.
Assesses business, process, and data requirements; conducts research and analysis to determine viable solutions; and recommends alternatives and enhancements.
Provides subject matter expertise on ServiceNow ITSM, CMDB, and related modules, including process design, configuration impacts, and data quality considerations.
Utilizes appropriate analytical and diagnostic tools to perform problem determination, root cause analysis, and trend analysis, identifying bottlenecks, redundancies, vulnerabilities, and opportunities for improvement.
Evaluates the strengths and weaknesses of existing internal processes, data models, controls, and tools, with a focus on CMDB accuracy, completeness, and governance.
Partners with technology, operations, and data stakeholders to define process controls, validation rules, and quality thresholds that support audit, risk, and compliance expectations.
Designs and supports testing and quality assurance activities, including process validation, UAT coordination, regression testing, and post-implementation verification.
Analyzes, documents, and disseminates process changes, data quality improvements, and productivity gains to stakeholders and process owners.
Participates in pre-implementation planning for enterprise initiatives to assess process readiness, data impacts, and risk to the assigned organization.
Presents findings, insights, and recommendations to business process owners, technology partners, and leadership audiences.
Frequently interfaces with business lines, management, and internal technology teams to coordinate cross-functional activities and resolve issues.
Contributes to reducing mean time to repair (MTTR) for incidents through improved process design, data reliability, and platform enablement.
Supports training and knowledge transfer, including creation of process documentation, job aids, and enablement materials related to ServiceNow and associated processes.
Leads enterprise onboarding of new Configuration Item (CI) classes, defining standards for CI definitions, naming, KPIs, managed attributes, and discovery or federation requirements.
Establishes ownership and accountability expectations for CI Owners and Data Stewards to ensure ongoing data quality and governance.
Drives automation and AI enablement opportunities across the CMDB and related IT Asset Management and Service Management processes to improve efficiency, data integrity, and operational risk management.

Requirements

What you’ll need

Bachelor’s degree or equivalent work experience
ITIL Service Management Foundation certification
At least 5 years of experience assessing and documenting business opportunities, benefits, risks, and success factors for technology or process initiatives
At least 10 years of experience within an Information Technology (IT) environment
At least 5 years of experience using tools and techniques for planning, organizing, monitoring, and controlling IT projects
Current ServiceNow Certified Implementation Specialist (CIS) certification (CMDB, ITSM, or related specialization strongly preferred)
Hands-on experience with CMDB processes, data models, relationships, health metrics, and governance practices
Experience supporting or enabling ServiceNow training, adoption, and user enablement across technical and non-technical audiences
Experience designing and executing process testing, UAT, and quality assurance activities for technology and process changes
Ability to define test scenarios, validate outcomes, and ensure changes meet functional, data, and control requirements.

Benefits

Comp & perks

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNow ITSMCMDBprocess designroot cause analysisdata quality improvementprocess validationUAT coordinationregression testingautomationAI enablement

Soft Skills

analytical skillsproblem-solvingcommunicationcollaborationleadershiptrainingdocumentationstakeholder engagementprocess improvementorganizational skills

Certifications

Bachelor's degreeITIL Service Management FoundationServiceNow Certified Implementation Specialist