IT Configuration Management Analyst – Heredia, Costa Rica

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Job Description:

We are seeking an IT Configuration Management Analyst to support the accuracy, reliability, and governance of the Configuration Management Database (CMDB) within ServiceNow. This role focuses on CMDB data quality, CI lifecycle management, and relationship integrity, partnering closely with ITSM, ITOM, ITAM/SAM, and ServiceNow platform teams.

This is an ideal role for someone who understands that CMDB success is driven by disciplined data management and process alignment, not just tools.

Duties and Responsibilities

• Maintain and improve CMDB data accuracy, completeness, and consistency within ServiceNow
• Monitor and remediate CMDB health issues, including:
• Duplicate CIs
• Stale or orphaned records
• Incomplete attributes
• Broken or missing relationships
• Support CI lifecycle processes:
• Creation
• Updates
• Retirement / decommissioning
• Review and manage CI relationships (applications, services, infrastructure, dependencies)
• Partner with ITOM, ITAM/SAM, and endpoint teams to align discovery and data ingestion sources
• Assist with CMDB governance activities, including:
• CI class usage standards
• Attribute ownership
• Data certification processes
• Run CMDB audits, reconciliations, and health dashboards
• Support change, incident, and problem teams by ensuring CMDB data supports operational workflows
• Document CMDB standards, procedures, and data definitions

Qualifications

Education

• Bachelor’s degree in IT or a related field

Experience

• Minimum of 5 years of experience working with CMDB data in ServiceNow
• Experience with the implementation and configuration of ServiceNow CMDB.
• Strong understanding of:
• ServiceNow CMDB structure and CI classes
• CI lifecycle management
• CI relationships and dependency mapping
• Experience analyzing and improving data quality
• Ability to work cross-functionally with technical and process teams
• Strong attention to detail and documentation skills
• Experience with ServiceNow ITOM Discovery or Service Mapping
• Exposure to ITAM, SAM, or HAM data models
• Experience supporting ITIL-based processes (Incident, Change, Problem)
• Familiarity with data certification, reconciliation, or audit activities

Work Location & Flexibility:

This position is based in our Heredia, Costa Rica office and follows a hybrid work model. Employees are expected to work on-site a minimum of one day per week. Please note that specific business units or role requirements may require additional in-office days based on team collaboration needs or operational priorities.

Our company is committed to fostering a diverse and inclusive workforce where all individuals are respected and valued. We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, protected veteran status, or any other protected characteristic. We encourage applications from candidates of all backgrounds and are dedicated to building teams that reflect the diversity of our communities.