Senior System Configuration Analyst

Job Description

The Configuration Manager supports the delivery of IT services by ensuring the Configuration Management Database (CMDB) remains accurate, current, and reliable. Operating within the ITIL framework and reporting into the ITIL Service Operations organization at Blue Cross, this role is responsible for managing the lifecycle of all Configuration Items (CIs), including their attributes and relationships. The Configuration Manager owns the Configuration Management System (CMS) and its integrations with discovery tools and other ITSM applications, ensuring that configuration management processes are clearly defined, consistently executed, and aligned with ITIL standards to maintain a high-quality, up-to-date CMDB.

• 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

• 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

At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market‑price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs.

Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.

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* Based on annual corporate goal achievement and individual performance.