ServiceNow CMDB Analyst

• Administer and maintain Configuration Item (CI) classes within the Service Now CMDB
• Monitor and improve CMDB data quality, integrity, and overall health
• Perform CMDB cleanup, remediation, and reconciliation activities
• Analyze CI data and relationships to identify gaps, inconsistencies, and opportunities for improvement
• Support Discovery-related processes and validate discovered data accuracy
• Partner with engineering, infrastructure, application, and asset management teams to resolve CMDB data issues
• Maintain and improve CMDB governance standards, processes, and documentation
• Assist with CI relationship management and dependency mapping activities
• Develop dashboards, reports, and metrics to measure CMDB health and operational effectiveness
• Participate in Agile team workflows and support ongoing platform enhancement initiatives
• Identify opportunities to improve CMDB operational processes and reduce manual effort
• Support audit readiness efforts through accurate configuration data management and documentation

• 4+ years of hands-on Service Now experience
• 4+ years of Configuration Management Database (CMDB) experience
• Strong experience managing Configuration Item (CI) classes and CMDB data structures
• Experience with CMDB health, data quality management, and remediation activities
• Experience performing CMDB cleanup, reconciliation, and data integrity initiatives
• Working knowledge of Service Now Discovery
• Understanding of CSDM (Common Service Data Model)
• Experience collaborating with cross-functional technology teams
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work independently and manage operational responsibilities with limited supervision
• Service Now Service Mapping experience (nice to have)
• Service Graph Connector experience (nice to have)
• IT Asset Management (ITAM) experience (nice to have)
• Knowledge of Identification and Reconciliation Engine (IRE) (nice to have)
• Experience supporting CMDB governance initiatives (nice to have)
• Experience creating operational metrics, dashboards, and reporting (nice to have)
• Understanding of ITIL processes including Incident, Change, and Configuration Management (nice to have)
• Experience working within large enterprise technology environments (nice to have)
• Service Now Certified System Administrator (CSA) (nice to have)
• Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies
• Employment eligibility verification through E-Verify applies in U.S. Bank facilities located in the United States and certain U.S. territories

Demonstrates extensive experience in Configuration Management Database (CMDB) administration, focusing on data quality, integrity, and governance. Proficient in Service Now, with strong analytical skills to enhance operational processes and support cross-functional collaboration.

• Service Now Experience
• CMDB Management
• Data Quality Management
• Analytical Problem-Solving
• CMDB Governance

• Configuration Item (CI) Management
• CMDB Cleanup
• Data Integrity Initiatives
• Service Now Discovery
• Operational Metrics Creation

• Analytical Skills
• Troubleshooting Skills
• Independent Work

• Service Now Certified System Administrator (CSA)

• IT Asset Management (ITAM)
• Common Service Data Model (CSDM)
• ITIL Processes
• Audit Readiness

• Service Now
• Service Mapping
• Service Graph Connector
• Identification and Reconciliation Engine (IRE)