ServiceNow CMDB Analyst

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Montefiore is ranked among the top hospitals nationally and regionally by U.S. News & World Report. For more than 100 years we have been innovating new treatments, procedures, and approaches to patient care, producing stellar outcomes and raising the bar for academic medical centers in the region and around the world. Our work to improve health outcomes in underserved communities is unparalleled in the United States. Our workforce is among the most diverse in the US: Montefiore associates speak 60+ languages.

The ServiceNow CMDB Analyst will support enterprise Configuration Management operations and CMDB governance initiatives across the organization’s ServiceNow platform. This role is responsible for maintaining CMDB data integrity, supporting CI (Continuous Integration) lifecycle management processes, validating Discovery and Service Mapping data, coordinating governance activities, and improving operational trust in enterprise configuration data."

The ideal candidate will possess strong ServiceNow CMDB and ITOM knowledge, analytical and troubleshooting skills, and the ability to collaborate across infrastructure, cloud, security, application, and operational support teams. This position will play a critical role in improving CMDB maturity, operational reporting, audit readiness, and enterprise data quality.

Responsibilities:

• Maintain and support the enterprise CMDB within ServiceNow, ensuring data quality, consistency, and operational reliability
• Support Configuration Item lifecycle management processes, including onboarding, updates, certification, retirement, and archival activities
• Monitor CMDB Health dashboards and drive remediation efforts for duplicate, stale, orphaned, or incomplete CI records
• Validate and troubleshoot Discovery, Service Mapping, and Service Graph Connector data integrations
• Investigate reconciliation conflicts, identification issues, relationship gaps, and data normalization concerns within the CMDB
• Partner with Infrastructure, Cloud, Security, Asset Management, and ITSM teams to improve CMDB governance and operational alignment
• Support governance initiatives including CI ownership, data stewardship, audit readiness, and compliance reporting
• Develop and maintain operational dashboards, KPIs, and reporting metrics related to CMDB health and data quality
• Participate in onboarding new CI classes, defining standards for CI definitions, naming conventions, managed attributes, and discovery requirements
• Assist in root cause analysis and operational investigations involving CMDB data discrepancies or platform issues
• Support process documentation, knowledge transfer, operational runbooks, and end-user enablement activities
• Participate in testing and validation efforts for CMDB enhancements, ServiceNow platform upgrades, Discovery pattern and Service Mapping updates, integrations, and operational changes
• Collaborate with platform administrators, architects, and engineering teams to support ongoing ServiceNow ITOM maturity initiatives
• Identify opportunities for automation, AI enablement, and operational efficiency improvements related to Configuration Management processes and data governance

Required Qualifications:

• 3–5+ years of experience supporting CMDB, Configuration Management, or IT Operations processes
• ServiceNow Certified System Administrator (CSA)
• ServiceNow CIS - Data Foundations Certification
• Experience with Discovery, Service Mapping, AWS Cloud Discovery and Service Graph Connectors (SCCM, Intune, Jamf, SolarWinds) – highly preferred
• Hands-on experience with ServiceNow CMDB administration, Discovery validation, and CI lifecycle management
• Strong understanding of CMDB governance principles, data quality management, and operational process controls
• Strong understanding of ServiceNow Identification and Reconciliation Engine (IRE) concepts and best practices
• Understanding of enterprise infrastructure technologies including servers, virtualization, cloud platforms, networking, and application dependencies
• Strong analytical, troubleshooting, communication, and stakeholder management skills
• Ability to work cross-functionally with technical and operational teams in a complex enterprise environment
• Bachelor’s degree or equivalent experience.

Preferred Qualifications:

• Exposure to CMDB Health governance initiatives and operational reporting frameworks
• Experience supporting ServiceNow Now Assist, AI Skills, intelligent automation initiatives, or AI-assisted operational workflows related to CMDB and IT operations processes
• Healthcare industry experience.

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