Job Description

The ITSM CMDB Analyst is responsible for executing daily maintenance, support, and quality control activities within the Configuration Management Database (CMDB) and Configuration Management System (CMS). This function ensures that operational data regarding Configuration Items (CIs) is accurate, reliable, and directly supports the efficient resolution of incidents and problems.The ITSM CMDB Analyst will report directly to the Configuration Manager, taking on a hands-on role in data administration, audit execution, and infrastructure data reconciliation within the CMDB. This is a key operational support role that actively collaborates with the Service Desk, Incident Management, and Problem Management teams to facilitate their daily use of the CMDB, while also managing technical document repositories and IT environment baselines.

Responsibilities

· CI Maintenance & Updates: Continuously update the CMDB with new Configuration Item (CI) information, attribute changes, relationships, and status updates throughout their lifecycle.

· Document Repository Access Control: Control access to and the distribution of technical documents from configuration management repositories.

· Storage Area Creation: Create and configure new storage areas and document repositories for storing CI specifications and technical information.

· CMDB Structural Modifications: Make structured adjustments and changes to the physical and logical database schema (e.g., new categories, fields, or relationships) under the guidance of the Configuration Manager.

· Auditing & Reconciliation: Conduct regular configuration audits and data reconciliation tasks to identify and resolve discrepancies between the actual IT infrastructure environment and the CMDB data.

· Baseline Management: Perform and record configuration baselines for projects, releases, or network infrastructure to ensure reliable points of comparison and restore.

· Interdepartmental Support: Actively assist Service Desk, Incident Management, and Problem Management staff in using the CMDB effectively to facilitate faster resolution of support cases.

· Management Reporting: Prepare, consolidate, and distribute routine management reports and dashboards detailing CMDB health, data error rates, and compliance metrics.

· Operational Delegation: Perform any other role or operational tasks that the Configuration Manager needs to delegate.

· Staying up to date on relevant technologies and business processes.

Skills and Experience

EXPERIENCE

• 1–3 years of experience in IT Support, Service Desk, IT Asset Management, Configuration Management, or a related IT function.

• Experience maintaining technical records, configuration data, documentation, or IT reports.

• Exposure to CMDB, Configuration Management, or ITIL processes is highly desirable.

EDUCATION

• High School Diploma required.

• University studies in Information Systems, IT, or a related field are a plus.

TECHNICAL COMPETENCIES

• Basic knowledge of ITIL practices, particularly Service Asset and Configuration Management (SACM).

• Familiarity with ITSM and CMDB platforms such as ServiceNow, Jira Assets, or HPSM.

• Experience maintaining Configuration Items (CIs), updating relationships, and identifying inaccurate or duplicate records.

• Basic understanding of databases, data quality, and technical reporting.

• Proficiency in Microsoft Excel and familiarity with SharePoint or Confluence.

PERSONAL COMPETENCIES

• Strong attention to detail and commitment to data accuracy.

• Organized and structured approach to managing technical information and documentation.

• Service-oriented mindset and ability to work effectively with IT Support, Infrastructure, and technical teams.

• Analytical approach to identifying data inconsistencies and resolving information gaps.

• Proactive, adaptable, and willing to learn new technologies and processes.

• Ability to manage priorities and work effectively in a fast-paced IT environment.

LANGUAGE SKILLS

• English: B2+ or higher, with strong verbal and written communication skills.

• Spanish: Fluent, both written and spoken.