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The Senior Configuration Management Analyst is responsible for the operational excellence, governance, quality, and continuous improvement of the Configuration Management Database (CMDB). This role serves as a senior subject matter expert for Configuration Management, partnering with infrastructure, application, ITSM, ITAM, architecture, security, and operational teams to ensure configuration data is accurate, trusted, and actionable.
The ideal candidate brings deep hands-on experience managing and improving a large enterprise CMDB, including data quality, service modeling, relationship mapping, governance, operational processes, and stakeholder engagement. This individual will help mature CMDB capabilities, drive adoption of best practices, identify automation opportunities, and support future innovations including AI-enabled insights and operational intelligence.
Key Responsibilities
CMDB Operations & Governance
- Lead day-to-day CMDB operational activities and complex investigations involving configuration items (CIs), relationships, ownership, and data quality.
- Monitor CMDB health, data quality metrics, certifications, and governance controls.
- Coordinate remediation efforts with application, infrastructure, and service owners.
- Develop and maintain CMDB operational procedures, standards, and documentation.
- Serve as a subject matter expert for CMDB processes and data governance practices.
Continuous Improvement
- Identify opportunities to improve CMDB processes, controls, automation, and user experience.
- Drive initiatives to increase data accuracy, completeness, ownership, and relationship mapping.
- Analyze recurring data quality issues and perform root cause analysis.
- Recommend and implement process improvements aligned with Configuration Management and ITSM best practices.
- Support CMDB maturity assessments and roadmap initiatives.
ServiceNow CMDB Administration Support
- Partner closely with CMDB administrators, Discovery teams, platform teams, and architects.
- Support onboarding of new CI classes, data sources, services, and environments.
- Validate Discovery results, integrations, reconciliation behavior, and relationship models.
- Assist with testing and validation of CMDB-related enhancements and releases.
- Support implementation of CSDM-aligned modeling practices.
Stakeholder Collaboration
- Partner with business and technology teams to establish ownership and accountability for configuration data.
- Facilitate discussions regarding CMDB requirements, operational issues, and data quality concerns.
- Provide guidance and education to users regarding CMDB processes and standards.
- Support audits, regulatory reviews, and governance forums as needed.
Analytics & Reporting
- Develop and deliver dashboards, scorecards, and metrics related to CMDB health and performance.
- Analyze trends, identify risks, and provide leadership insights.
- Support executive reporting and governance communications.
- Measure effectiveness of remediation and improvement efforts.
Innovation & AI Enablement
- Evaluate emerging technologies, including AI and machine learning capabilities, that can improve CMDB operations and data management.
- Identify opportunities to leverage AI-driven analytics, automation, anomaly detection, relationship intelligence, and operational insights.
- Participate in enterprise initiatives focused on intelligent automation and digital operations.
Use your skills to make an impact
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
- 5+ years of experience in Configuration Management, CMDB administration, CMDB operations, ITSM, or related disciplines.
- 3+ years of hands-on experience working with ServiceNow CMDB.
- Experience managing CMDB operational processes within a large enterprise environment.
- Strong understanding of Configuration Management principles and best practices.
- Experience with CMDB data quality management, certifications, audits, and governance.
- Experience analyzing CI relationships, service mapping, ownership models, and dependency data.
- Strong analytical, problem-solving, and root cause analysis skills.
- Excellent written, verbal, and stakeholder management skills.
Preferred Qualifications
- 7+ years of Configuration Management or CMDB experience.
- Experience with ServiceNow Discovery, Service Mapping, Data Manager, IRE, and CSDM.
- Experience supporting ITAM, Asset Management, Application Portfolio Management (APM), or Service Portfolio Management initiatives.
- Experience developing executive dashboards and operational reporting.
- Experience with automation, workflow design, or process optimization.
- Exposure to AI-enabled operational platforms, predictive analytics, generative AI, or machine learning applications.
- ServiceNow Certified System Administrator (CSA).
- ServiceNow CIS-CMDB certification or equivalent Configuration Management certification.
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$89,000 - $121,400 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
