ServiceNow SACM Configuration Management Analyst

Job Summary

The ServiceNow SACM Configuration Management Analyst is responsible for maintaining the integrity of the Configuration Management Database (CMDB) and ensuring compliance with established SACM (Service Asset and Configuration Management) policies.

This role supports the daily operations of Configuration Management processes, promotes data accuracy, and acts as a liaison across internal teams and service providers to maintain CMDB governance and best practices.

The analyst will also play a key role in data certification audits, process training, and enhancement of CMDB-related tools and integrations.

Key Responsibilities

• Ensure the daily operational health of SACM Configuration processes and data accuracy within the CMDB
• Conduct CMDB data analysis, enrichment, research, troubleshooting, and quality control activities
• Drive adherence to SACM Configuration Management policies and lead process improvements
• Manage relationships with data owners and consumers and act as a data steward for SACM processes
• Support CI (Configuration Item) lifecycle, including alignment with ServiceNow Vulnerability Response module and integration with internal systems
• Strengthen ITSM practices using the Common Services Data Model (CSDM)
• Implement and support integration interfaces between CMDB and other applications (e.g., Discovery, AMDB, Software Asset Management)
• Govern CMDB data integrity through reports, dashboards, audits, and scheduled data certification activities
• Own SACM Service Catalog items and collaborate with related catalog owners to align processes and policies
• Maintain and enhance custom CMDB-facing applications and define recurring test cases for platform health
• Deliver training and enforce process adherence with stakeholders and data contributors

Required Qualifications

• Must work US hours (PST/MST) and be located within 50 miles of Pleasanton, CA; Plano, TX; Phoenix, AZ; or Boise, ID
• Bachelor's degree in a related field or 3+ years of experience managing large CMDB environments
• Strong understanding of ITIL processes (Incident, Change, Problem, Service Catalog, etc.)
• 3+ years of experience in a process-driven or ITIL-aligned environment
• 3+ years working with discovery tools and infrastructure management platforms (e.g., ServiceNow Discovery, OEM tools)
• 3+ years of experience with the Common Services Data Model (CSDM)
• Strong documentation and reporting skills
• Familiarity with the ServiceNow Identification and Reconciliation Engine (IRE)
• Experience using KPIs to track and improve process adherence
• Experience managing multi-source environments and large data repositories
• Knowledge of IT infrastructure, cloud environments, and DevOps or Agile methodologies
• Strong interpersonal and stakeholder management skills
• Proficiency in Microsoft Excel, PowerPoint, Word, Teams, and SharePoint

Preferred Qualifications

• ITIL V4 Certification
• Exposure to ServiceNow features such as Vulnerability Response, Multi-Source CMDB/CMDB 360, and CMDB Data Manager
• Experience with multiple cloud platforms (Azure, Google Cloud, Oracle, IBM, etc.)
• Understanding of application architecture and service delivery modeling
• PMP certification or equivalent

Certifications

• ITIL V4 (Preferred)
• PMP or equivalent certification (Preferred)

Education: Bachelors Degree

Certification: ITIL V4 Certification , Project Management Professional