Job Summary

Unified Strategic is seeking a ITSM Process Analyst – ServiceNow CMDB to work with one our clients located in Seattle, WA. The client’s Information Technology Services (ITS) department is a shared services organization that supports an even larger organization.

ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which supports the larger institution, along with the implementation of new services and applications that are used to support and further the mission.

In collaboration with Information Technology Services (ITS) and under the general guidance of the Manager, IT Service Management, the ITSM Process Analyst – ServiceNow CMDB (‘Analyst’) will be administering and executing the Configuration Management process and ensuring CMDB data integrity for the institution.

This role’s primary focuses are:

  • Developing and maintaining standard IT Configuration Management methodology
  • Building a robust Configuration Management process that fosters a pristine and reliable ServiceNow CMDB
  • Assisting in ITSM roadmap formulation, and executing projects required to stabilize and transform ServiceNow CMDB
  • Supporting the ITSM Manager in the development of a Configuration Management governance structure, including policy and knowledge base
  • Collaborating with stakeholders from various ITS teams, including Infrastructure, Network, Security, and Applications on initiatives to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships
  • Working with other ITSM process owners to understand new requirements and identifying how Configuration Management can support
  • Creating and maintaining CMDB dashboards, metrics, and reporting for ITS
  • Developing process improvement alternatives and/or recommendations and managing through implementation


Configuration Management and CMDB (50%)

  • Configuration Management process owner
  • Establish and maintain process and procedure documentation for Configuration Management
  • Provide scheduled and on-demand KPI/Metric information and standardized reporting and dashboards
  • Evaluate performance metrics against defined critical success factors for Configuration Management and institute actions to correct shortcomings or further streamline the process as necessary.
  • Advise internal customers on CMDB taxonomy, process, and technology to address their regulatory, operational, audit and reporting requirements for managing IT assets
  • Maintaining CI’s to maximize CMDB health (Completeness, Correctness, Compliance, Relationships
  • Plan and execute needed initiatives to facilitate evergreen CMDB health including CI status/owner are correctly reflected in CMBD; Service Maps are accurately portrayed for critical systems
  • Execute or coordinate Configuration Management process audits and manage corrective actions for identified gaps
  • Discovery, Manage and maintenance of CIs and assets inventory, including dependencies and attributes, making sure that modifications, withdrawals, and additions of existing ones are correctly recorded by the teams in charge of the tools to ensure that the vendor contracts are complied with
  • Identify specific training needs, promote use of the change process, and report any deviation detected in the IT infrastructure from the status and/or composition as registered in the CMDB

Strategic Evaluation, Planning, and Identification (30%)

  • Define the CMDB plan, including purpose, scope, and objectives.  Define Classes, naming conventions, roles, and responsibilities
  • Define and maintain the underlying structure of the CMDB (the Configuration Model), so that it can hold all information on CIs.  This includes specifying the attributes describing CI types and their sub-components, as well as determining their interrelationships.
  • Design, build and maintain the Configuration Management Plan, and lead the approach to Service Data Modelling; ensuring we have the correct information captured for each configuration item (CI) and appropriate relationships between Cis are created.
  • Research industry best practices and trends with Configuration Management and performance, collaborating with internal stakeholders to incorporate decisions into organizational practices.
  • Manage the day-to-day CMDB data models and help with preparing our CMDB for advanced technologies like Containerization and Cloud services (AWS, MS Azure etc.)

Other (20%)

  • Document, communicate and deliver Configuration Management process and training
  • Develop knowledge in other ITSM process for personal growth purposes and to provide backup support as needed
  • Lead the operation on a day-to-day basis, and act as the main contact for queries and issues.
  • Other duties as assigned.


  • Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience.
  • 4+ years ITSM process experience
  • Expert knowledge of ServiceNow CMDB
  • Expert knowledge of IT Configuration Management process
  • Understanding of ServiceNow Discovery and Service Mapping tools
  • Familiar with the processes that consume CMDB data e.g., incident, problem and change management
  • Understanding of best practices for tool integration and platform communications
  • Recent experience with ITSM, demonstrating strong process knowledge.
  • Possess ITIL v3 or v4 Foundation Certification; if not currently certified, this certification must be achieved within six months of start date.
  • Possess Lean Six Sigma Green Belt certification; if not currently certified, this certification must be achieved within six months of start date.
  • Demonstrated ability to advise on strategy/approach on implementing CMDB in ServiceNow
  • Demonstrated ability to produce written material to a high standard (i.e., policies, processes, procedures, work instructions, presentations, reports, etc.)

Preferred Experience

  • Previous experience in and knowledge of academic healthcare systems and/or operational environments.
  • Advanced degree (e.g., Master’s, PhD, etc.)
  • ServiceNow CSA certification
  • Knowledge of ITAM (IT Asset Management) process
  • Strong negotiation skills
  • Six Sigma expertise, either Green or Black Belt
  • Extensive experience enabling SACM process through ITSM toolsets, such as ServiceNow
  • Extensive experience with discovery tools strongly preferred


To apply for this position, send an email with the subject ITSM Process Analyst(3622) to [email protected]. Attach your resume as a PDF file.