Senior ServiceNow APM​/CMDB Analyst

The Senior Service Now APM / CMDB Analyst is responsible for supporting the design, implementation, and continuous improvement of Application Portfolio Management (APM) capabilities within the Service Now platform. This role plays a critical part in advancing NiSource’s enterprise CMDB strategy by establishing a trusted, accurate, and complete system of record for application and service data.

This position partners with the CMDB Practice Owner, Enterprise Architecture, Cybersecurity, and Business stakeholders to enable data-driven decision‑making for application lifecycle management, risk reduction, and technology investment alignment. The analyst will drive standardization, governance, and reporting to ensure application data supports operational excellence and strategic planning.

• Hands‑on experience with Service Now Application Portfolio Management (APM) module
• Understanding of CMDB, CSDM, ITOM, and Enterprise Architecture frameworks
• Experience with application lifecycle management and portfolio rationalization
• Familiarity with integrations, APIs, and data automation within Service Now
• Experience supporting governance forums and compliance/audit activities

• Customer Focus:
  Understands user needs and delivers value‑driven solutions
• Data & Process Discipline:
  Ensures accuracy, governance, and standardization
• Collaboration:
  
  Works effectively across IT, Cybersecurity, and Business teams
• Analytical Thinking:
  Leverages data to drive decisions and continuous improvement
• Communication:
  Tailors messaging to executives, technical teams, and stakeholders

• Establishes a single source of truth for application data across the enterprise
• Enables cost optimization, risk reduction, and improved investment decisions
• Enhances governance, audit readiness, and operational transparency
• Supports NiSource strategic initiatives including CMDB modernization and cybersecurity transformation

• Partner with the CMDB Practice Owner to develop and execute a multi‑year CMDB and APM transformation roadmap
• Support the establishment of a centralized application portfolio aligned to enterprise data standards and CSDM frameworks
• Drive adoption of APM capabilities across IT and business domains
• Develop and maintain a comprehensive inventory of business applications within Service Now APM
• Define and operationalize application lifecycle processes, including onboarding, maintenance, rationalization, and retirement

• Establish and enforce standards for application and CMDB data quality, completeness, and integrity
• Perform ongoing data validation, certification, and reconciliation activities
• Identify and remediate data quality issues, including duplicate or incomplete records

• Design, configure, and maintain APM and CMDB data models, relationships, and workflows
• Ensure alignment with enterprise architecture standards and integration patterns
• Support integrations and automated data ingestion across systems

• Implement and maintain appropriate access controls for application and CMDB data
• Support application classification efforts, including criticality, risk, and data sensitivity
• Ensure alignment with cybersecurity, audit, and compliance requirements

• Partner with application owners, IT teams, and business stakeholders to maintain accurate portfolio data
• Translate technical concepts into business‑friendly insights and recommendations
• Support governance forums (e.g., PMRB, architecture review boards) with reporting and analysis

• Define and monitor KPIs for application portfolio health, data quality, and business value
• Develop dashboards and reports providing visibility into application cost, risk, and performance
• Support leadership reporting and strategic planning activities
• Identify opportunities to improve APM processes, automation, and reporting capabilities
• Drive enhancements that support application rationalization, cost optimization, and risk mitigation
• Stay current on Service Now platform capabilities and industry best practices