1+ months

CMDB Analyst II - ServiceNow (Req 582)

Reliance Steel & Aluminum Co.
Cypress, California 90630
  • Job Code
    Div. 98 #582
  • Job Type
  • Job Status
    Full Time
  • Shift
    1st Shift

The CMDB Analyst II works with all departments within Information Services and its customers to provide Configuration Management services and support. The role is responsible for the technical solution and uses the Discovery application or other tools to create and maintain the accuracy of Configuration Item (CI) specific information within the CMDBs. As a member of the RTS CMDB-ServiceNow team, this role would encompass the following:

  • Administer, manage and carry out all aspects of the configuration management processes to ensure the accuracy of the CMDB.
  • The position designs, supports and manages interfaces to data fed tools, defining and coordinating CI relationships, monitoring data integrity and ensuring alignment with integrated ITSM processes.
  • Responsible for technical and process ownership of the CMDB and its relationship to other functions and departments.
  • Contribute to enhancement efforts on the ServiceNow platform that apply technical solutions to eliminate manual processes and simplify workflows for complex procedures
  • Ensures appropriate communication, testing, and adherence to ITSM processes.
  • Work closely with IT Management to align internal ServiceNow processes with the IT strategy.
  • Leverage your business knowledge and technical expertise to participate in business process improvements and engage in demonstrations, present value propositions, and proof of concepts.

The CMDB Analyst II must have a fundamental understanding of ITIL business processes and IT Service Management; must have a basic knowledge of JavaScript, HTML, Web Applications, and possess the ability to create, administer and manage Workflow Configuration.

Essential Functions

  • Execute the Configuration Item (CI) discovery process; ensures accurate mapping of CI relationships. Researches and resolves any issues.
  • Monitor, maintain and contribute to the growth and maturity of the Configuration Management Database (CMDB).
  • Develop the strategy and processes for ensuring that the CMDB is accurate and current.
  • Partner with Enterprise Architecture and other key stakeholders to build out and maintain the Application Portfolio.
  • Support the Service Modelling process, works with key business stakeholders to ensure information and references are updated for the end-to-end delivery of IT services and that Service Models are accurately maintained.
  • Partner with IT Asset Management team to identify and recommend both process and technology automation improvements to current state processes.
  • Implement process measurement and refinement mechanisms for overall Asset and Configuration Management (including software, data center and IT hardware).
  • Partner with technical and business personnel to ensure new technologies are accurately incorporated into the CMDB.
  • Establish strategies and processes to ensure easy and reliable access to the CMDB data, including support for business intelligence and analytics requirements.
  • Define standards and reusable approaches within own area of responsibility
  • Confirm that service assets under the control of the IT organization are identified, catalogued and tracked throughout their lifecycle
  • Validate configuration changes identified through the change management process
  • Establish metrics and measurements to monitor and demonstrate the health of the assigned areas of responsibility.
  • Assist with the collection and formatting of data required for Apptio (IT business management tool).
  • Comply with all internal and external policies and procedures including the Architecture Standards, Security, Project Management Methodology, Software Development Lifecycle, Change Management, Procurement and Finance, where applicable.
  • Build and maintain strong and strategic partnerships across RTS

Supplemental Duties & Responsibilities

  • Pursues training and development opportunities; Strives to continuously build knowledge and skills
  • Assist personnel in other RTS departments to resolve technical and/or application issues
  • Other duties as requested

Core Competencies

Configuration Management - Knowledge of the principles and methods for planning and managing the implementation, update, or integration of CMDB.

  • Has knowledge of CMDB applications and processes                                                                                                                                                            
  • Assist with monitoring CMDB activities and management reports through ServiceNow                                                                                                                                                                                                                                              
  • Support strategies and processes to ensure easy and reliable access to the CMDB data                                                                                                    
  • Assist with identifying potential areas of risk with end-of-life software and hardware support

Configuration Management Database Governance and Organization - Develop and maintain the policies and procedures and the organization of CMDB, by which it will be managed.

  • Adhere to the CMDB policies and standards                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               
  • Utilize reusable approaches within own area of responsibility    
  • Contribute to the development and maintenance of CMDB policies and procedures
  • Comply with all internal and external policies and procedures including the Architecture Standards, Security, Project Management Methodology, Software Development Lifecycle, Change Management, Procurement and Finance, where applicable      

Maintains Configuration Management Database - Ability to perform the day-to-day operations of the CMDB function.

  • Support the maintenance of health and integrity of data within CMDB application                                                                                                                                                                                                                                                                                                                                                                                                      
  • Populate the CMDB                                                                                                                                                                                                                                          
  • Assist with the Configuration Item (CI) discovery process                                                                                                                                                                                
  • Support accurate mapping of CI relationships      
  • Assist with technical and business personnel to ensure new technologies are accurately incorporated into the CMDB
  • Assist with the development and maintenance of the Application Portfolio
  • Support Enterprise Architecture and other key stakeholders to build out and maintain the Application Portfolio
  • Assist with the collection and formatting of data required for Apptio (IT business management tool)

Problem Solving – Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

  • Frame problems before trying to solve them                                                                                                                                                                                                                                  
  • Seek advice from those who've solved similar problems  
  • Break down problems and identifies all of their components                                                                                                
  • Follow up to ensure that the problem remains solved                                                                                                                                                                                  
  • Document and disseminate identification and resolution of problems to avoid future redundant work efforts                                                                                                                                                                                                                                                                  
  • Provide insight into the root-causes of problems                                                                                                                                                    
  • Anticipate problems and is proactive in addressing them    

Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.

  • Gather data and others' input when making decisions                                                                                                              
  • Consider lessons learned from experience, differing needs, and the impact of the decision on others                                                                                                                                            
  • Escalate decisions when appropriate                                                                                                                                                                                                        
  • Balance analysis, wisdom, experience, and perspective when making decisions                                                                                                                                
  • Find solutions that are acceptable to diverse groups with conflicting interests and needs    

Customer Service - Ability to develop and maintain strong relationships with customers by listening to the customer, understanding and responding to needs.

  • Provide service to internal and external customers to meet or exceed their needs and expectations                                                                                                        
  • Listen to concerns and resolves complaints effectively and promptly                                                                                                                                                                                              
  • Committed to continuous improvement                                                                                                                                                                                                                                                                                                                                    
  • Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system                                                                                                                                                                
  • Establish relationship with customers providing education as appropriate                                                                                                                
  • Deliver high quality solutions

Building Collaborative Relationships - Develop, maintain, and strengthen partnerships with others inside or outside the organization.

  • Establish rapport with co-workers easily                                                                                                                                                                                            
  • Encourages and facilitates cooperation, pride, trust and group identity                                                                                                                                                                                            
  • Foster commitment and team spirit                                                                                                                                                                                                                              
  • Work with others to achieve goals                                                                                                                                                                                                      
  • Listen and respond constructively to other team members' ideas                                                                                                                                                                                                            
  • Offer support for others' ideas and proposals                                                                                  
  • Is open with other team members about his/her concerns                                                                                                                                              
  • Share his/her expertise with others

Accountability – Holds one-self accountable for measurable high-quality, timely, and cost-effective results

  • Set well-defined and realistic goals                                                                                            
  • Accept responsibility for mistakes    
  • Collaborate between own functional area and areas below or above in the work stream as needed                                                                                                                              
  • Comply with established policies and procedures                                                                                            
  • Take ownership of ensuring successful outcome of work assignments/projects                                                                                                                                        
  • Minimize re-work                                                                                                                                                                            
  • Seek out learning opportunities                                                                                
  • Identify training needs and takes action to obtain knowledge                                                                                                                                                                                                                                                                                                                
  • Persistently pushes self and others for results                                                                                          
  • Display initiative, effort, and commitment towards completing assignments                                                                                                                                                                            
  • Help others                                                                                                                                                                                                        
  • Provide consistency between projects

Company Business Knowledge - Understands the company, its products and the business processes.

  • Understands Reliance business and how technologies can support business processes

Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.

  • Clearly express information taking into account audience and nature of the information (for example, non-technical, sensitive, and controversial).                                                                                                                                            
  • Ask questions and summarize what was heard to mitigate miscommunication                                                                                                                                                                                                
  • Present information in a concise and focused manner                                                                                                                                                                                                                                            
  • Listen to others                                                                                                                                                                                                                                                                          
  • Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner                                                                                                                                                      
  • Produce written information, which may include technical material that is appropriate for the intended audience

Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.  

  • Act in a proactive and achievement-oriented manner                                                                                                                                                                                                
  • Treat co-workers in a fair and equitable manner                                                                                                          
  • Behave in a tactful, compassionate, and sensitive manner                                                                                                                                                                                                                                
  • Empower others by sharing information                                                                                        
  • Actively listen and clarify information as needed                                                                                                                                              

Foster an atmosphere of open communication


  • Bachelor’s Degree in Computer Science, Engineering or equivalent work experience in a related field required
  • 3+ years’ broad IT experience working within a large enterprise required
  • 2+ years’ experience with ServiceNow technology required
  • 2+ years’ experience working within an IT Configuration Management program and/or organization and at least 2 years of hands-on experience with Asset / CMDB tools required
  • Experience with delivering and operating ServiceNow CMDB / Discovery preferred
  • Must be self-motivated and able to work independently, with minimal supervision and as part of a team
  • Detail oriented with excellent interpersonal communication skills
  • Excellent customer service skills
  • High degree of initiative and professionalism
  • A team player with integrity, passion, initiative and leadership ability
  • Change agent with strong communication and presentation skills supported by a high level of energy and persuasion. Ability to interact with all levels of the organization in a professional, diplomatic and tactful manner
  • Strong verbal, written and presentation skills; must have the ability to convey complex information to a broad audience
  • Solid understanding of Configuration Management practices and principles
  • Strong Analytical skills and ability to perform data analysis working across multiple application and database systems
  • Experience developing an Application Portfolio, working with Application owners to document the Application and associated technologies (preferred)
  • ITIL V3 Foundation certification (preferred)
  • Certification from an organization such as the Institute of Configuration Management (preferred)
  • Proficiency with Microsoft Windows and Microsoft Office products required
  • Proficiency with some collaboration tools like SharePoint and Box
  • Highly organized, multi-tasking capabilities and commitment to detail
  • Capable of learning new systems and creating/implementing new system functionality
  • Understands advanced internet and client/server architectures

Possess intermediate knowledge of SQL and databases

We are an Equal Opportunity/Affirmative Action Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local law. 

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for the position or to participate in an interview, please let us know. 

Reliance Steel & Aluminum Co. provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.  Applicants who need accommodation in the job application process should contact Gabe Muñoz at (213) 576-2426 or e-mail  Gabriel.munoz@rsac.com to request an accommodation.

To be considered for this position, the candidate must submit their resume to recruiting@rsac.com 
and specify the position for which they are applying in the subject line or body of the email.

Posted: 2018-09-21 Expires: 2018-10-23
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CMDB Analyst II - ServiceNow (Req 582)

Reliance Steel & Aluminum Co.
Cypress, California 90630

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