CMDB Manager

 CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. Even with more than 8,500 people, 130 U.S. locations, and a global reach, we promise to know you and help you. 

CLA is dedicated to building a culture that invites different beliefs and perspectives to the table, so we can truly know and help our clients, communities, and each other. 

Our Perks: 

• Flexible PTO (designed to offer flexible time away for you!) 

• Up to 12 weeks paid parental leave 

• Paid Volunteer Time Off 

• Mental health coverage 

• Quarterly Wellness stipend 

• Fertility benefits 

• Complete list of benefits here 

CLA is growing and seeking to hire an experienced Senior Enterprise Service Management Analyst to join our talented Information Technology team. The position offers growth, flexibility and a collaborative work environment. 

In this position you should have the following; excellent interpersonal skills with the ability to communicate at all levels. Strong problem solving and creative skills and the ability to exercise sound judgment. Most important, demonstrate a high level of integrity and dependability with a strong sense of urgency and results-orientation. 

This role would specialize in ServiceNow ITOM and Configuration Database Management (CMDB) and own configuration data quality and governance across CLA’s ServiceNow CMDB. The role will be responsible for the CMDB and partner across ITSM, ServiceNow Development, Application Development, Infrastructure Operations, Security, Operational Support and our vendor ecosystem to ensure correct configuration data, effective discovery, and reliable service mapping and event management. This role is central to our ITOM implementation at CLA and is a ground-level opportunity to influence the direction of a relatively new CMDB instance and ITOM module in ServiceNow. 

How you’ll create opportunities in this Senior Enterprise Service Management Analyst role: 

•  Oversees testing of solutions being delivered 

• Assists with estimation of effort for enhancements, as needed 

• Reviews business requirement qualification documentation for adherence to platform direction 

• Own and operate the CMDB in CLA’s ServiceNow instance in alignment with Common Service Data Model (CSDM); publish CMDB policies, standards, naming conventions, taxonomy, and relationship mapping.  

• Implement governance and access (personas/roles) and run CMDB working sessions; administer CMDB Workspace and Data Manager. 

• Maintain Service Graph connectors and Discovery; maintain agent and agentless discovery.  

• Configure and tune Identification & Reconciliation Engine (IRE) and data source precedence to prevent duplicates and drift across Azure, Dynatrace, SolarWinds, Intune/SCCM, and Discovery.  

• Establish and run CMDB Health metrics (duplicate, staleness, orphan) and remediation workflows, own deduplication backlog and data attestation cadence.  

• Partner with application support teams to deliver and maintain service maps for critical services and align event ingestion and incident automation with CI class level support group routing.  

• Document decisions and publish SOPs/runbooks; communicate status and risks; enable teams through training and office hours.  

What you will need: 

• 4 years of ServiceNow ITOM work experience is required 

• Experience with CMDB Workspace, Data Manager, IRE, Discovery, Service Graph Connectors, Service Mapping, Event Management, and Certificate Management preferred. 

• CSDM knowledge with CI class modeling, practical taxonomy/naming and relationship mapping experience preferred 

• Bachelor's degree or a combination of relevant experience and training may be considered in lieu of a degree. 

Technical Competencies 

•  Knowledge of ServiceNow application platform, Information Technology Infrastructure Library (ITIL) and ITIL V4 processes  

• ServiceNow CIS ITOM, CIS Discovery, CSA. 

• Scripting/automation familiarity (PowerShell, Python) for data quality and operational tasks.