Configuration Management Database Administrator

Salary

Grade:
Technical 404
Pay Range: $79,300.00 - $

The Configuration Management Database (CMDB) Administrator I is responsible for maintaining the correctness, compliance, and completeness of the CMDB. They update configuration items, maintain application, business, and technical services, and collaborate with external teams for requests. The role is a technical expert on WGU’s internal systems, understanding complex infrastructure relationships. The administrator works alongside Service Now administrators to blueprint and build changes within the CMDB on a sprint‑by‑sprint basis, maps internal system relationships, configures dependency maps to demonstrate vulnerabilities during outages, and assists the change management process.

Understanding of the Change Advisory Board process is critical. The position emphasizes system knowledge, strong relationships with external teams, senior‑level administration of internal applications and systems, and mentorship of others.

• Receives escalated calls, emails, and intake tasks for configuration items.
• Resolves de‑duplication and reclassification tasks in Service Now.
• Builds relationships and rapport with key business leaders, including executive management.
• Acts as a subject matter expert for integrating with technical teams.
• Offers team consultations, as needed, for CMDB‑related technical knowledge.
• Maintains CMDB integrity by monitoring correctness, compliance, and completeness.
• Leads or participates in trainings for increased knowledge of external teams’ systems and operations.
• Participates in change management meetings.
• Increases the knowledge library as new processes are learned or developed.
• Incrementally improves practices where appropriate and collaborates in identifying and formulating new practices where possible.
• Provides after‑hours on‑call assistance to Ed Tech through answering chats in Microsoft Teams and responding to Ops Genie alerts for emergencies.
• Performs other job‑related duties as assigned.
Demonstrates leadership principles and provides technical expertise mentoring for others.

• Self‑motivated with the ability to work independently, prioritizing work and projects effectively.
• Proactively involves key technology infrastructure or other teams when necessary.
• Anticipates potential obstacles and develops contingency plans to overcome them.
• Awareness of new and existing technologies, architectures, and best practices.
• Manages multiple issues simultaneously in high‑pressure environments where change is commonplace.
• Handles multiple interruptions and multi‑tasks effectively.
• Deliberately follows standards and best practices for many different technology areas.
• Advanced analytical skills with the ability to analyze problems and make decisions with minimal management intervention.
• Advanced written and verbal communication skills in correspondence at the executive level.
• Technical understanding of up to senior level administration of internal applications and systems inside the university.

• High School Diploma or equivalent.
• 1 year of experience as an Application Support Engineer I, Problem Analyst I, or software/infrastructure engineering.
• Familiarity with AWS services.
• Data mining experience using data intended for forecast modeling and predicting trends.
• Advanced administrative experience in Service Now.
• Familiarity with CSDM (Common Service Data Model) and how it works within the CMDB.
• Equivalent relevant experience performing the essential functions of this job may substitute for educational degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.

• Bachelor’s Degree.
• AWS Cloud Practitioner Certification.
• Linux+ Certification.
• ITIL Foundations v4.
• Agile knowledge.
• IIQ experience.

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business‑related events as needed.

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.