CMDB / CSDM Analyst

About the role

Rehire is actively seeking a CMDB / CSDM Analyst to join a dedicated international team focused on a long-term, global initiative. The primary focus of this role is to elevate data integrity and enhance the overall quality of the Configuration Management Database. You will be instrumental in optimizing IT service management processes to ensure they are efficient and reliable. A core part of this position involves architecting and implementing scalable enterprise solutions specifically within the ServiceNow platform. The ideal candidate will leverage deep expertise to bridge the gap between complex technical infrastructure and business requirements. You will own the strategic alignment of configuration items with established IT frameworks and standards. This position requires a proactive approach to identifying systemic data issues and driving initiatives for their permanent resolution. Ultimately, your work will ensure that the organization's IT environment is accurately represented and managed.

Key facts

What you'll do

Investigate and resolve intricate data quality issues within the CMDB to ensure high levels of accuracy and completeness.

Design, develop, and maintain complex business rules, UI policies, and access control lists to govern data behavior and system security.

Architect and implement solutions utilizing the Common Service Data Model (CSDM) to ensure standardized representation of services and infrastructure.

Configure and optimize Service Mapping and Discovery processes to maintain an accurate real-time representation of the IT landscape.

Develop and manage integrations and workflows within Flow Designer to automate complex IT operations and service requests.

Configure and maintain the MID Server infrastructure to ensure seamless communication between on-premise environments and the ServiceNow platform.

Perform advanced administration of the IT Asset Management (ITAM) module to support lifecycle management of all IT assets.

Customize the Service Portal to improve user interaction and self-service capabilities through tailored interface configurations.

Analyze and interpret complex IT infrastructure components, including servers, networking devices, and cloud environments like AWS and Azure.

Document all configurations, processes, and procedures meticulously to ensure knowledge transfer and operational continuity.

Lead stakeholder workshops to gather, analyze, and translate business requirements into precise technical specifications and solutions.

Collaborate closely with Agile/Scrum teams, participating in sprints and ceremonies to deliver incremental value and adapt to changing priorities.

Provide Tier 2 and Tier 3 support for complex ServiceNow instances, diagnosing issues and implementing effective technical fixes.

Ensure strict adherence to ITIL best practices, particularly within the realms of IT Service Management and IT Operations Management.

Requirements

A minimum of 5 years of professional experience in IT Infrastructure, Configuration Management, or a related field is mandatory for this position.

You must bring at least 3 years of hands-on experience specifically in ServiceNow development and administration to the role.

A robust background and proven experience with the CMDB, CSDM Framework, and ITOM is essential for success in this role.

You must demonstrate proficiency in developing using Business Rules, Glide APIs, UI Policies, Flow Designer, and ACLs, along with scripting capabilities.

Familiarity with core IT Service Management (ITSM) principles, IT Asset Management (ITAM), and IT Operations Management (ITOM) is required.

A solid understanding of diverse IT infrastructure components, including physical servers, networking hardware, enterprise applications, and public cloud platforms is necessary.

Experience in configuring and maintaining a MID Server for various ServiceNow operations is a strict requirement.

Knowledge of Service Portal configuration and user interface customization is mandatory for this position.

Strong analytical abilities are required to identify, diagnose, and resolve complex data quality issues effectively and efficiently.

Proven experience in gathering business requirements and leading stakeholder workshops is essential to align technical solutions with strategic goals.

Experience working within Agile/Scrum environments is required, demonstrating adaptability, collaboration, and a commitment to iterative delivery.

Excellent documentation, communication, and stakeholder management skills are essential for collaborating with cross-functional teams.

Advanced English proficiency (C1 or higher) with exceptional written and verbal communication capabilities is required.

A Bachelor's degree in Computer Science, Information Systems, Systems Engineering, or a closely related discipline is required.

Nice to have

Certification in ServiceNow, particularly in CMDB or ITOM, is a significant advantage for this role.

Experience with advanced ServiceNow features such as Performance Analytics and Virtual Agent is preferred.

Familiarity with ITIL best practices and frameworks is a distinct advantage for this position.

Practical notes

This role is a fully remote, full-time position, operating Monday to Friday from 9:00 AM to 6:00 PM. The project is expected to continue until April 30 or November 30, 2027. The work environment promotes collaboration, flexibility, and innovation, making it an ideal setting for professionals seeking to make a significant impact. Interested candidates can apply by visiting www.Rehire.ar/jobs and submitting their resume for consideration.