[Hiring] Configuration Management Analyst @Empower AI Inc.

Role Description

DIGIT is seeking a Configuration Management (CfM) Analyst to work as a member of a Configuration Management team responsible for managing and maintaining the configuration management system, ensuring the accuracy and integrity of configuration data, and supporting ongoing configuration management operations while building Configuration Management into a defined, repeatable process and connecting the data to the decisions it should be driving.

The Configuration management analyst works in ServiceNow designing the workflows, governance and integrations that keep configuration data current, and you'll sit with the customer to define how the process runs and address their requirements meeting their needs. This role trains the CI owners and is there to answer their questions.

This position shall perform the following (to include but not limited to) activities:

• Define and document a robust and scalable Configuration Management process — policy, procedures, CI lifecycle, and control points — and model it in Visio or a comparable tool.
• Design and build ServiceNow workflows in Flow Designer that support CI lifecycle, approvals, and data quality and workflow stage integrations.
• Build and tune the integrations and discovery that keep the CMDB current, including Service Graph Connectors, IntegrationHub, and the Identification and Reconciliation Engine.
• Work directly with service owners and report consumers to understand how configuration data gets used, and shape the data model around those needs.
• Own CI data quality: define the standards, evangelize the values, measure against them, and build the automation that holds the line.
• Maintain the CI data model and relationships, with alignment to the ServiceNow Common Service Data Model (CSDM).
• Run CfM audits and verification cycles, and report on the metrics that show whether the process is working.
• Support Asset, Change, Incident, and Problem Management with configuration data they can trust for impact assessment.
• Bring improvement opportunities forward — and then go implement them.

Qualifications

• Public Trust Clearance or ability to obtain.
• ITILv4 Foundation Certification within 120 days after hire.
• Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF (CMDB and CSDM)) or ability to obtain within 60 days after hire.
• ServiceNow Certified System Administrator.
• ServiceNow CMDB Micro Certification.
• Hands-on ServiceNow experience with CMDB administration, CI class management, and workflow design in Flow Designer.
• Practical experience with business process design and documentation using Visio or a comparable tool (Lucidchart, draw.io, Bizagi).
• Background in IT service management, with working knowledge of ITIL practices and how they interconnect.
• Working knowledge of data modeling, data quality, and enterprise infrastructure and application architecture.
• Strong communication skills across technical teams, program staff, and government clients.
• Proven ability to work independently in a full and/or partial remote environment.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Applies fundamental concepts, processes, practices, and procedures on technical assignments.
• Performs work that requires practical experience and training.
• Work is performed under minimal supervision.
• Maintain standard working hours and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

Requirements

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.
• ServiceNow Certified Implementation Specialist – Discovery, or CIS – ITSM.
• Experience building integrations into ServiceNow (Service Graph Connectors, IntegrationHub, Transform Maps, REST APIs).
• CSDM alignment experience.
• ServiceNow scripting: JavaScript, Business Rules, Script Includes.
• Lean Six Sigma or comparable process improvement exposure.
• Prior experience in a federal or otherwise audited environment.

Education and Experience

• 4-9 years of experience and bachelor's degree.
• 2 years of direct Configuration Management or CMDB experience.
• Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset.

Physical Requirements

• Remote - maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.
• Viewing computer screens and sitting for long periods of time.
• Travel is not required.