ITSM CMDB Configuration Analyst in Baltimore, MD at General Dynamics Information Technology

Date Posted: 7/2/2020

Job Snapshot

Job Description

GDIT is seeking a ITSM CMDB Configuration Analyst who will be responsible for maintaining CMS Financials, Budgeting and Reporting systems as part of CMS HOM project. To support and maintain configurations of these systems, GDIT is actively looking for an ITSM Configuration / Business Process Analyst. This role works within a fast –paced environment; and must be able to work onsite in Windsor Mill, MD.

Residency Requirements: The candidate must prove a 3 year residency in the United States for at least 3 years


  • Drive Continuous Improvement Process with a strong correlation analysis capabilities, understanding of how ITSM tools connect to device management and infrastructure like storage, backup and network components.
  • Demonstrate a background in the ITIL Framework with a clear understanding of the Key Process areas (Incident, Problem, Change) and how they correlate to each other and other ITSM data sets, such as the CMDB.
  • Strong understanding of the CMDB Process and CMDB Health in ServiceNow
  • Oversee the CI's and create a trend analysis for CI's and their relation to Changes, INC's. Problems.
  • Work with the CI owners to resolve CI's that require updates.
  • Perform daily updates of CI's as required in the system.
  • Own and update the Process document.
  • Create Standard Operating Procedures for the required areas of the process.
  • Create Training material to train other teams on the CMDB Process.
  • Work closely with the Discovery team to gather information and resolve issues related to CMDB Health and CI's.
  • Strong Process oriented skills that drive process with multiple teams within the program.
  • Strong documentation skills and action tracking skills to drive the recommendation acceptance process through completion, Plan/Do/Check/Act.
  • Understanding of ITSM ticketing systems, in preference ServiceNow. Knowledge of underlying database tables and how they interconnect. Knowledge of ServiceNow module usage and processes.
  • Ability to interpret and clearly define client/customer requirements and identify the required analysis needed to covert data to stories using advanced visualization techniques to help with data-driven decision-making and management (key performance indicator) reporting.
  • Ability to create automated reports in ServiceNow for dashboards to various levels of Management.


  • Bachelor’s Degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.


  • 8+ years of related information technology experience.
  • 4 Years in general Operations and Maintenance Experience for an IT program.
  • Experience process and ITSM related experience.
  • Creating and maintaining documentation.
  • Experience working across various teams in the program.


  • Federal consulting experience in Oracle Federal Financial Environment.
  • Experience with ServiceNow Discovery Processes and metrics/KPI's.
  • ITIL Foundation Certification.
  • Knowledge of the PMI methodology.
  • ServiceNow certification.


  • Strong interpersonal and communications skills that demonstrate confidence with technology and business process.
  • Demonstrate excellent process knowledge and strength in defining and maintaining these.
  • Excellent interpersonal and communication skills needed to interact with Executive Management during client meetings and to present metrics.
    We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

    GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.