Configuration Management (CMDB) Analyst

We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.

Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical training or work experience.
Certifications - ITILv3
ServiceNow experience
Knowledge of creating, updating and maintaining CMDBs, Asset Management Databases and other asset/configuration management repositories in a complex IT environment
Knowledge of identifying and tracking CIs, implementing change control and accounting for discovered/manual CIs in a complex IT system.
Experience with CMDB/Asset/CM automated toolsets, such as ServiceNow will be an advantage

The Configuration Management (CMDB) Analyst is responsible for overall configuration management development and maintenance throughout the lifecycle of the Configuration Items. The position requires strong knowledge and considerable hands-on experience with Information Technology Infrastructure Library (ITIL) processes, Configuration Management, and IT Operations Management (ITOM) procedures.

The Configuration Management (CMDB) Analyst responsibilities include but are not limited to:

Assisting the Manager and team to develop or modify Configuration Management plans, policies, processes and procedures. Developing, updating and maintaining a Federated Configuration Management Database (CMDB) within Finastra. Assisting in the definition, implementation and integration of configuration management policies and procedures to support the configuration management database (CMDB). Tracking and maintaining Configuration Items (CIs) including hardware and software in the Configuration Management Database (CMDB). Operating and maintaining a centralized IT Configuration Management System (CMS) for use by all service providers and vendors which accurately identifies and tracks all CIs to include both discoverable and non-discoverable. Liaising with operations, business and SMEs in order to get/validate CI information and perform the necessary updates to build and maintain the accuracy of the CMDB. Using knowledge and understanding of warranty practices, and the ability to track warranty agreements with configuration items (CIs) to ensure solutions are captured in the event of a warranty claim. Understanding and implementing version control of hardware and software assets as well as program documentation. Understanding Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), in order to assess and recommend strategies to continuously improve CI accuracy and integrity. Running complex queries to generate requested reports from ServiceNow. Supporting configuration management activities/engagement across the IT Service Management group. Participating in special projects as required.