Senior System Configuration Analyst

What You’ll Do

• Own and manage the Configuration Management System (CMS), including the Service Now CMDB and ITOM modules (Discovery, Service Mapping, Event Management).
• Lead CMDB upgrades, migrations, and lifecycle management to maintain platform stability and data integrity.
• Serve as the key liaison between IT service teams, Service Now platform teams, and business owners to align configuration data with business processes and service definitions.
• Build and maintain strong relationships with Service Now module owners to ensure configuration data supports desired business outcomes.
• Translate complex CMDB and ITOM concepts into clear, business‑focused language for non‑technical stakeholders.
• Define, govern, and enforce ITIL Configuration Management processes to ensure an accurate, trusted CMDB.
• Design and maintain CMDB architecture, including discovery patterns, data models, CI relationships, service mapping, and access controls.
• Integrate patching and vulnerability data (e.g., cloud patching, Tenable) across cloud, infrastructure, and containerized environments.
• Evolve CMDB and discovery capabilities to support modern platforms such as AWS, Kubernetes, and Open Shift.
• Monitor and validate CMDB accuracy, discovery results, performance, and capacity; drive remediation of inconsistencies.
• Ensure all authorized Change, Release, Discovery, and Cloud activities are accurately reflected in the CMDB.
• Provide reporting, audits, and continuous improvement recommendations while operating effectively in a matrixed, shared‑ownership environment.

• Experience working in a Service Now CMDB environment
• Understanding of service mapping concepts and business service relationships
• Understanding of cloud platforms (AWS) and knowledge of container technologies (Kubernetes or Open Shift)
• Bachelor's degree or advanced degree
• 5+ years of experience in related field
• In lieu of degree, 7+ years of experience in related field
• Bonus Points Familiarity with ITIL or ITSM frameworks certifications
• Service Now and/or ITIL certifications

• The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community
• Work-life balance, flexibility, and the autonomy to do great work
• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match including an annual company contribution
• Learn more

Our Hybrid Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in‑person connection – that supports a workplace that’s flexible, connected, and future focused. In a Hybrid‑Flex role, you’ll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you’ll work virtually, with a few in‑office visits each year for meaningful moments that matter.

Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process. Blue Cross NC is a Hybrid Flex company. Whether the role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters.

We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process. North Carolina, Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan,…