Senior CMDB Support Analyst

The Information Technology Division (ITD) of SaskBuilds and Procurement supplies a full-range of IT services to government ministries and agencies. It supports government customers with help desk, hardware and software, application development and IT security services. The ITD also sets government-wide policies and standards in IT infrastructure, IT support services and security.

The Data Analytics Branch of the IT Division is looking for a Senior CMDB Analyst for the Configuration Management Database (CMDB) team, who can:

• Perform CMDB data analysis, research, troubleshooting, data enrichment, and other CMDB governance related activities.
• Collaborate with product and process owners that leverage or impact CMDB data and processes, ensuring standards and policies are met.
• Perform additional duties as required.
• Respond to and remediate escalations as required
• Adhere to procedures built to solve a variety of CMDB related issues.
• Create and maintain ServiceNow Knowledge Articles for new and existing CMDB support procedures as needed.
• Work collaboratively with both technical and non-technical IT Support Staff and clients. This position requires a hIgh degree of approachability and must be service oriented when dealing with clients, internal staff and vendors.
• Be approachable and flexible in dealing with clients, ITD staff and vendor teams.

You will have knowledge of:

• Programming concepts, techniques and languages
• System analysis techniques, facilitation methods, and modeling tools
• Project management, business analysis and solution architecture concepts and methodologies
• A firm understanding of JavaScript
• The ServiceNow Platform
• ServiceNow certifications are an asset.
• Certification in ITIL v3 or v4 is an asset.

You will have the ability to:

• Create and present project-related documentation which includes recommendations, requirements, design documentation as well as task identification and estimates.
• Verbally and in writing explain or present information to a wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner;
• Actively listen, influence, persuade or convince others to reach mutually acceptable solutions and/or formal agreements in a timely manner to assist with maintaining or enhancing the ServiceNow Platform or CMDB;
• Independently prioritize and organize your workload; taking into consideration tight deadlines, business needs and changing priorities;
• Investigate and/or diagnose complex technical requests and incidents directly and indirectly related to the ServiceNow Platform and the CMDB related to Discovery, data-related inconsistencies or CIs related incidents and errors
• Utilizing ITIL and Project Management principles to determine root cause of ServiceNow Platform and CMDB problems and provide an alternatives and solution in a reasonable timeframe;
• Manage and document, in detail, ServiceNow Platform and CMDB-related incidents, problems and requests;
• Create/foster an environment that promotes open-communication and positive work relationships and recognizes the strengths of individuals resulting in a productive team.

You will be:

• A self-starter and ensure optimal customer service is delivered;
• Adaptable in order to respond to constant change within a high pressure environment; and
• Detail and process orientated.

Typically, the knowledge and skills required for this position would be obtained through:

• An undergraduate degree in computer science, or an equivalent combination of education and relevant experience.
• Formal or informal training on the ServiceNow platform, specifically the Configuration Management Database.
• In-depth formal or informal training and understanding in the ServiceNow Platform, with a specific focus on the CMDB.
• In-depth formal or informal training and understanding or hands-on experience with ServiceNow Discovery.
• A deep understanding of ITIL IT Service Management

What We Offer:

• Dynamic, challenging work for talented individuals;
• Inclusive work environments;
• Advancement opportunities;
• A competitive salary;
• Comprehensive benefits package;
• Pension plan; and,
• Vacation, earned days off (EDO) and other types of leave (maternity/paternity/adoption, family/personal leave, sick leave).

We are committed to workplace diversity.