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Integrated Talent Strategies (ITS) · 2 months ago

Senior IT Service Management Analyst

Columbus , OH

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Integrated Talent Strategies (ITS) is seeking a Senior IT Service Management Analyst to work in the Columbus, OH area. This role provides hands-on expertise with integration, data ingestion systems, and process/data flow orchestration, working closely with ITIL Service Operations process owners and stakeholders to implement and manage best practices for CMDB and ServiceNow Discovery.

ConsultingHuman ResourcesStaffing Agency

Responsibilities

Support CMDB processes to align with organizational strategic objectives

Ensure process design follows ITIL frameworks, business methodologies, and industry best practices

Assist with the configuration and optimization of ServiceNow Discovery

Troubleshoot and resolve discovery-related errors, including ECC Queue issues and script execution failures

Ensure discovery scripts comply with security and compliance standards

Align discovery outputs with Common Service Data Model (CSDM) and organizational CI taxonomy

Develop and maintain discovery audit processes to identify gaps, stale data, or misclassified CIs and implement corrective actions

Support configuration item lifecycle processes and CMDB remediation using ServiceNow tools such as de-duplication, CMDB Health, and IRE

Deliver architecture documentation, process designs, system integration definitions, procedures, and workflows

Collaborate with stakeholders to capture ITSM requirements and ensure CMDB structure supports business and operational needs

Develop, maintain, and optimize scripts to support automated discovery of infrastructure components

Champion quality standards, ensure compliance, and identify opportunities for continual IT process improvement

Communicate effectively with technical and non-technical stakeholders

Qualification

ServiceNow DiscoveryITIL CMDB managementCSDM implementationJavaScript scriptingITIL Foundations V3/V4Technical decision-makingCommunication skills

Required

Bachelor's degree in Computer Science, Information Systems, Business, or related field OR Associate's degree with 2 years of relevant experience OR High school diploma/GED with 4 years of relevant experience

Minimum 10 years of relevant work experience, including:

4+ years CMDB experience, including ITIL/ITSM and Discovery support

4+ years collaborating with stakeholders to capture ITSM requirements

Experience writing and optimizing JavaScript scripts for ServiceNow Discovery

Advanced expertise in ServiceNow CMDB, Discovery, SLAs, and Performance Analytics

Strong understanding of process design, development, and support

Hands-on experience with CSDM implementation and business process architecture

Proven ability to identify improvement opportunities through process audits

Expert in workflow and process development, system integrations, and operational best practices

Strong technical decision-making skills and independent work ethic

Excellent verbal and written communication skills