Bachelor's degree in IT, Computer Science, or related field, or equivalent experience.
3-5 years in IT configuration management or a similar analytics role.
Strong grasp of ITSM processes such as incident, change, and asset management.
Experience with enterprise platforms like ServiceNow, especially with CMDB and Discovery.
Proven leadership skills in facilitating cross-team collaboration and simplifying technical concepts.
Strong analytical skills to address data quality issues and process gaps.
Excellent communication skills for technical and non-technical stakeholders.
Responsibilities
Support enterprise configuration management initiatives to enhance data quality and accuracy.
Drive optimization efforts across ITSM to streamline configuration management processes.
Evaluate and guide the adoption of new ServiceNow platform features among teams.
Develop configuration governance standards to ensure policy compliance.
Coordinate with engineering and operations for consistent configuration data usage.
Identify and implement improvements to reduce manual tasks and enhance usability.
Analyze business issues and recommend sustainable solutions using established methodologies.
Benefits
Engage in impactful service improvement initiatives.
Contribute to the organization's IT governance framework.
Work in collaboration with cross-functional teams across various locations.
Full Job Description
Position Summary:
The Experienced IT Analyst supports enterprise configuration management by ensuring the accuracy and integrity of configuration data across systems. This role supports initiatives to streamline processes, enhance data quality, and align configuration management practices with organizational standards. The analyst collaborates with cross-functional teams to evaluate new features and technologies, guiding adoption and integration into existing workflows. They help define requirements, optimize processes, and identify opportunities for continuous improvement. By bridging technical and operational stakeholders, the Experienced IT Analyst enables scalable, efficient, and sustainable configuration management across the System.
Responsibilities:
Support enterprise configuration management initiatives that improve CMDB data quality, accuracy, and completeness.
Drive process optimization efforts across ITSM practices to ensure configuration management supports efficient, end-to-end workflows.
Evaluate new ServiceNow platform capabilities and guide teams through adoption, integration, and rollout of new features.
Develop and maintain configuration governance standards, ensuring compliance with organizational policies and audit requirements.
Coordinate with engineering, operations, and product teams to ensure consistent use of configuration data for planning, monitoring, and reporting.
Identify and implement continuous improvement opportunities to reduce manual effort and improve the usability of configuration data and processes.
Performs complex analysis of major business issues and proactively searches for and recommends sustainable solutions utilizing established methodology and tools within technology areas.
Work with the clients and other resources to assess current capabilities, identify the high-level customer needs and recommend business process improvements and sustainable solutions within technology areas.
Supports process improvement and solution discussions and present outcomes in written and verbal format to senior management within technology areas.
Required Qualifications:
Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience)
3-5 years of experience in IT configuration management or similar analytics role
Strong understanding of ITSM processes (incident, change, asset, problem) and how configuration management supports them
Experience working with enterprise platforms such as ServiceNow, including CMDB, Discovery, or related modules
Demonstrated ability to lead initiatives, facilitate cross-team collaboration, and translate complex technical concepts for business and technical stakeholders
Strong analytical and problem-solving skills with the ability to assess data quality issues, process gaps, and system dependencies
Excellent communication and documentation skills
Preferred Qualifications:
Hands-on experience with ServiceNow CMDB, Discovery, and integrations
Ability to design and maintain CMDB data models, relationships, and governance standards
Proven ability to analyze configuration data quality and drive remediation efforts
Experience collaborating across infrastructure, operations, and engineering teams to ensure accurate CI lifecycle management
Required Skills:
Strong documentation and technical writing abilities
Excellent organizational skills and attention to detail
Ability to work independently and as part of a team
Effective communication skills with both technical and non-technical stakeholders
Proficiency in data analysis and reporting
Critical thinking and problem-solving capabilities
Ability to manage competing priorities and meet deadlines
This position offers an opportunity to play a critical role in maintaining the stability and reliability of our IT environment through effective configuration management practices. The successful candidate will contribute to service improvement initiatives and support the organization's IT governance framework.
Locations:
The selected candidate will reside within a reasonable commuting distance defined by the employing Reserve Bank and will work full-time onsite.
Eligible Locations for Hire: Boston, MA- New York, NY- Philadelphia, PA- Cleveland, OH- Richmond, VA- Atlanta, GA- Chicago, IL- St. Louis, MO- Minneapolis, MN- Kansas City, MO- Dallas, TX- San Francisco, CA
The following Reserve Bank locations are preferred due to the concentration of System IT team members in these locations: Richmond and Kansas City
This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments).
