Senior System Configuration Analyst

Job Description

Support the delivery of IT services by ensuring the Configuration Management Database (CMDB) is maintained keeping it current and accurate. Configuration Management processes fall under the ITIL Framework Model and report into the ITIL Service Operation organization within Blue Cross. Configuration Managers are responsible for managing the lifecycle of all Configuration Items, their associated attributes, as well as their relationship to all other Configuration Items in the CMDB.

Support the delivery of IT services by ensuring the Configuration Management Database (CMDB) is maintained keeping it current and accurate. Configuration Management processes fall under the ITIL Framework Model and report into the ITIL Service Operation organization within Blue Cross. Configuration Managers are responsible for managing the lifecycle of all Configuration Items, their associated attributes, as well as their relationship to all other Configuration Items in the 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

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