[Hiring] Configuration Management Database (CMDB) Analyst @Softchoice

Role Description

The accuracy of our Configuration Management Database (CMDB) is foundational to nearly every ITSM practice we operate, from incident diagnosis and change impact analysis to SLA reporting and monitoring integrations. A degraded CMDB means degraded service delivery.

As a CMDB Specialist, you will own Configuration Management end-to-end: CI (Configuration Item) data quality, relationship mapping, discovery tool integration, and CMDB governance. This is a hands-on practitioner role for someone who understands the ITIL Configuration Management practice deeply and knows how to make CI data trustworthy at enterprise scale.

You will work closely with Technical Delivery Engineers, ITSM Administrators, Customer Success, Service Renewals, and the broader Service Management Excellence Office to ensure the CMDB is a reliable, maintained source of truth - not a liability.

What you'll do:

• CMDB governance and data quality
  • Own the Configuration Management practice end-to-end, including CI lifecycle policy, data quality standards, relationship mapping rules, and CMDB governance framework.
  • Define and enforce CI naming conventions, classification hierarchies, and attribute completeness standards across all supported customer environments.
  • Conduct regular CMDB health assessments, auditing CI accuracy, completeness, relationship integrity, and staleness, and publish data quality metrics on a defined cadence.
  • Manage CI lifecycle events: onboarding, modification, retirement, and decommission, ensuring records always reflect actual infrastructure state.
  • Triage and resolve CMDB data quality exceptions raised by ITSM practitioners, monitoring tools, or audit findings, maintaining SLA-defined remediation timelines.
  • Maintain a CMDB improvement backlog, prioritized by operational impact, and drive continuous improvement cycles aligned to quarterly review cadence.
• Discovery and integration management
  • Administer and optimize CMDB discovery tooling (ServiceNow Discovery, LogicMonitor discovery or equivalent), managing scan configurations, scheduling, reconciliation rules, and exception handling.
  • Manage integration feeds from monitoring platforms, cloud environments, and infrastructure tooling, ensuring CI data sourced from automated discovery is reconciled and validated against known state.
  • Identify gaps in discovery coverage and drive remediation through configuration changes, expanded scan scope, or manual reconciliation workflows.
  • Maintain and update integration architecture documentation for all CMDB-connected tooling, including data flow diagrams, reconciliation logic, and dependency maps.
• ITSM practice support
  • Support Change Management by providing CI relationship data and change impact analysis for RFCs, flagging downstream dependencies and configuration risks before changes are approved.
  • Support Incident and Problem Management by ensuring CI records and service maps are accurate enough to accelerate diagnosis, triage, and root cause analysis.
  • Support Service Level Management by maintaining configuration data underlying SLA-scoped service reporting, ensuring CI scope accurately reflects contracted service boundaries.
  • Participate in post-incident and post-change reviews where CMDB accuracy or coverage contributed to incident impact or recovery time.
  • Collaborate with Technical Delivery Engineers and ITSM Administrators on infrastructure onboarding, ensuring new environments, services, and CIs are modeled and registered in the CMDB before go-live.
  • Support Continuous Service Improvement to CMDB or other related IT service Management Modules.
• Documentation and knowledge transfer
  • Author and maintain CMDB process documentation including data quality procedures, CI classification standards, discovery configuration guides, and integration runbooks.
  • Create and maintain onboarding documentation for new team members taking on CMDB-adjacent responsibilities, eliminating re-onboarding overhead from co-op or staffing transitions.
  • Contribute to the internal knowledge base by documenting operational learnings, recurring data quality patterns, and remediation playbooks.

Qualifications

• 3+ years of hands-on experience in CMDB administration, configuration management, or ITSM data governance within a managed services or enterprise IT environment.
• ITIL 4 Foundation certification required; ITIL 4 Specialist: Create, Deliver and Support or Configuration Management practice certification preferred.
• Demonstrated experience administering a CMDB platform in production, specifically ServiceNow CMDB and/or LogicMonitor, including discovery configuration, reconciliation rules, and CI class management.
• Strong understanding of CI relationships, dependency mapping, and service modeling within an ITSM context.
• Experience integrating CMDB with monitoring, cloud, and infrastructure tooling, including troubleshooting reconciliation failures and data quality exceptions.
• Analytical and detail-oriented: comfortable working with large datasets, identifying patterns in CI data, and driving quality improvements based on evidence.
• Solid written communication skills, able to document technical configurations and procedures clearly for practitioner-level audiences.

Preferred qualifications

• Experience in a Managed Services Provider (MSP) environment with exposure to multi-tenant CMDB environments and customer-scoped CI management.
• Familiarity with ITSM process areas including Change, Incident, and Problem Management at a practitioner level, understanding how CMDB quality affects each.
• Hands-on experience with cloud infrastructure (Azure, AWS, or GCP) and how cloud assets are modeled and maintained in a CMDB.
• Experience with ServiceNow Discovery, or LogicMonitor configuration management modules.
• Post-secondary education in Information Technology, Computer Science, or a related discipline.
• Fluency in French an asset.

Compensation

• A reasonable estimate of the current base pay range for this position in Canada is $69,750 to $93,000, annually + 8% as target incentives.
• Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ.

Benefits

• Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program.
• Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance.
• Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave.
• Additional Perks: Employee Discount Program.