IT Support Analyst

The Configuration Administrator is critical for supporting the process for establishing and maintaining consistency of product’s performance, functional, and physical attributes with its requirements, design, and operational information throughout its life cycle. The role is critical to several key functions within the ITIL framework to enable the delivery of a high-quality service to end users, and to ensure support processes are in place to meet the business needs.

Key Accountabilities

• Create, update, and maintain CMDB records including their relationships and interdependencies.

• Proactively identify problem areas related to the CMDB and develop solutions to a well-functioning and accurate CMDB.

• Configure and manage discovery schedules and ensure that those schedules are accurately discovering the environment.

• Performs day to day management activities for data within the CMDB ensuring data integrity and reporting out data compliance improvement areas

• Updates process compliance metrics identifying areas of improvement

• Assisting with maintaining the mapping of business and application services

• Populate Configuration Management Database (CMDB) manual data fields and other applicable database(s), and monitoring of manual relationship attributes

• Monitoring of CI products and mapping of data within Configuration Management Database (CMDB) from electronic data sources and ITSM processes

• Create and manage remediation rules within ITSM/ITOM tool set

• Create remediation plans and work to remediate CI and CI relationships including creating and manage remediation rules within ITSM/ITOM tool set

• Maintain the quality, integrity and confidentiality of CMDB data.

QualificationsSkills

• Experience building, modifying, and troubleshooting patterns/probes for discovery of network devices, servers,etc.

• 1+ years of CMDB Operational experience in ITSM tools such as Service Now and Axios Assyst.

• 1+ years’ experience in performing application and Service Mapping.

• 1+ years’ of CMDB management including implementation, normalization/reconciliation, and maintenance.

• ITIL Foundation Certification is a plus.

Other Skills:

• Solid attention to detail, interpersonal skills, and time management

• Excellent verbal and written communication skills

• The ability to communicate with both technical and non-technical partners.

• Self-Starter with can do attitude.

• Excellent interpersonal, verbal and written communication skills

• Excellent organizational skills