Configuration Management Service Analyst

Job Title: Configuration Management Service Analyst

Location: Taylor, TX 76574 (Hybrid – 2 days onsite/week)

Duration: 18+ months, Contract

Summary:

• Manages and optimizes the Configuration Management Database (CMDB) to ensure data accuracy and support IT Service Management (ITSM) processes. Implements and refines Discovery and Service Mapping, ensures data integrity through audits and validation, and develops dashboards and reports to monitor CMDB health. Requires a strong understanding of ITSM capabilities, along with experience in CMDB data modeling, automation, and stakeholder collaboration, to provide technical leadership and training.

Responsibilities:

• Understands and applies principles, theories and concepts related to the profession and ERCOT's culture.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Impact is generally limited to specific assignments or projects.
• May respond to inquiries and/or provide assistance and/or guidance to lower-level workers.
• Serve as a subject matter expert (SME) for the CMDB, maintaining its accuracy, completeness, and integrity.
• Drive the implementation and optimization of Discovery, Service Mapping, and other automation tools to populate and maintain the CMDB.
• Conduct CMDB audits, data certification, and reviews to identify and resolve technical deficiencies and ensure data accuracy.
• Design and deliver dashboards and reports to provide insights on Key Performance Indicators (KPIs) and support data-informed decisions.
• Proactively identify and implement opportunities for process and automation improvements within the configuration management lifecycle to enhance efficiency.
• Partner with DevOps, CI Owners, Solution Architect, Cyber Security and other key stakeholders to ensure accurate and timely CMDB population and to align processes with ITIL best practices.
• Provide technical guidance and mentorship to other analysts.
• Manage prioritization of the CMDB backlog and perform configuration and development tasks as needed.

Qualifications:

• Requires minimum 5 years job related work experience in excess of degree requirements
• Requires minimum 5 years progressively responsible experience in Configuration Management or other relevant work experience
• Ability to analyze data, identify technical deficiencies, and solve complex problems related to data quality and process issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Advanced SQL proficiency for data analysis and reporting
• Experience using AI tools to streamline day-to-day workflows and improve team efficiency

EDUCATION:

• Bachelor's Degree : Business, Computer Science, Information Systems or related field (Required)
• or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

CERTIFICATION:

• ITIL Foundation (Preferred)
• ServiceNow Certified System Administrator or equivalent ITSM/ITOM certification (Preferred)

About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

“22nd Century Technologies is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply."

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.