Configuration Management Database; CMDB) Analyst

Company: Softchoice

At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into real‑world outcomes. We do this through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth.

With a highly engaged, high-performing team, we are certified as a Great Place to Work® in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what’s good for our people and communities.

As part of WWT, we connect customers to the global scale, advanced innovation, world-class partnerships, and deep expertise of a leader in AI and digital transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and partners to conceptualize, test, and validate innovative solutions before deploying them at scale.

The accuracy of our Configuration Management Database (CMDB) is foundational to nearly every ITSM practice we operate, from incident diagnosis and change impact analysis to SLA reporting and monitoring integrations. A degraded CMDB means degraded service delivery.

• Own the Configuration Management practice end-to-end, including CI lifecycle policy, data quality standards, relationship mapping rules, and CMDB governance framework
• Define and enforce CI naming conventions, classification hierarchies, and attribute completeness standards across all supported customer environments
• Conduct regular CMDB health assessments, auditing CI accuracy, completeness, relationship integrity, and staleness, and publish data quality metrics on a defined cadence
• Manage CI lifecycle events: onboarding, modification, retirement, and decommission, ensuring records always reflect actual infrastructure state
• Triage and resolve CMDB data quality exceptions raised by ITSM practitioners, monitoring tools, or audit findings, maintaining SLA-defined remediation timelines
• Maintain a CMDB improvement backlog, prioritized by operational impact, and drive continuous improvement cycles aligned to quarterly review cadence

• Administer and optimize CMDB discovery tooling (Service Now Discovery, Logic Monitor discovery or equivalent), managing scan configurations, scheduling, reconciliation rules, and exception handling
• Manage integration feeds from monitoring platforms, cloud environments, and infrastructure tooling, ensuring CI data sourced from automated discovery is reconciled and validated against known state
• Identify gaps in discovery coverage and drive remediation through configuration changes, expanded scan scope, or manual reconciliation workflows
• Maintain and update integration architecture documentation for all CMDB-connected tooling, including data flow diagrams, reconciliation logic, and dependency maps

• Support Change Management by providing CI relationship data and change impact analysis for RFCs, flagging downstream dependencies and configuration risks before changes are approved
• Support Incident and Problem Management by ensuring CI records and service maps are accurate enough to accelerate diagnosis, triage, and root cause analysis
• Support Service Level Management by maintaining configuration data underlying SLA-scoped service reporting, ensuring CI scope accurately reflects contracted service boundaries
• Participate in post-incident and post-change reviews where CMDB accuracy or coverage contributed to incident impact or recovery time
• Collaborate with Technical Delivery Engineers and ITSM Administrators on infrastructure onboarding, ensuring new environments, services, and CIs are modeled and registered in the CMDB before go-live.
• Support Continuous Service…