CMDB Administrator (IT Sr Assoc 3) - Temporary (Repost)

GENERAL DUTIES

I.T. Senior Associates perform highly complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Senior Associates perform a range of work in development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include diagnosing, evaluating, overseeing and resolving highly complex projects. They have wide latitude for independent initiative and judgment and may serve in lead roles on complex programs or projects, and/or serve as a direct supervisor of a unit or group.

I.T. Senior Associates should demonstrate mastery of one or more technology-related disciplines, decision-making ability in situations related to those disciplines, and be able to serve as a resource in these areas. They may contribute to decisions on I.T. policies and technical standards.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/

CONTRACT TITLE

IT Senior Associate

FLSA

Exempt

CAMPUS SPECIFIC INFORMATION

The Office of Computing and Information Services (CIS) at the City University of New York (CUNY) supports the IT and telecommunications needs of CUNY's 26 colleges. CIS supports enterprise IT and applications, identifies and develops new technologies that advance the University's core mission, operates and maintains the University's network, the enterprise Data Center, the CUNY Service Desk, and manages the processes that safeguard the University?s IT assets and maintaining the security posture by operating the CUNY Security Operations Center (SOC). Additionally, CIS develops disaster recovery plans for business continuity and supports the CUNYfirst Enterprise Resource Planning (ERP) solution that integrates student administration, financial management, and human resources operations across CUNY?s 26 colleges. Lastly, CIS provides strategic and operational IT leadership to all CUNY campuses.

CUNY?s ServiceNow platform serves as a centralized portal, streamlining and automating technology services across campuses. CIS seeks a CMDB Administrator to manage, maintain, and enhance the Configuration Management Database (CMDB), ensuring data integrity, accuracy, and alignment with IT Service Management (ITSM)/IT Business Management (ITBM) processes, solutions, and business objectives. Reporting to the Director of Application Lifecycle Management, the Administrator will oversee instance configuration, system integrations, and performance optimization, ensuring seamless workflow automation and business function integration within CUNY?s ServiceNow instance. This role will configure and enhance ITSM applications and modules, leveraging both out-of-the-box functionality and custom development to meet institutional needs, and will support end-user accessibility and automation, integrating virtual agent technology via Microsoft Teams, the ServiceNow Portal, and mobile access.

Note: To be considered for appointment to this position, applicants must either hold a permanent Civil Service title as an IT Senior Associate or have filed and passed the current IT Senior Associate exam (Promotional - Exam #2085 or Open Competitive - Exam #2086).

Key responsibilities include, but are not limited to:

• Manages ServiceNow CMDB, ensuring data integrity, accuracy, and compliance with organizational policies and ITIL best practices.
• Oversees discovery, reconciliation, and population of Configuration Items (CIs) within CMDB, ensuring accurate mapping of relationships and dependencies.
• Implements and manages ServiceNow Discovery and Service Mapping to automate CI updates and maintain real-time data accuracy.
• Establishes and enforces governance models, policies, and standards to ensure CMDB data quality, consistency, and compliance.
• Supports integrations between the CMDB and other IT systems, leveraging APIs, MID Servers, and automated workflows to streamline data exchange.
• Collaborates with ITSM teams to align CMDB data with Incident, Problem, Change, and Asset Management processes, enhancing IT operations and service delivery.
• Develops and analyzes CMDB reports and dashboards to provide actionable insights into configuration health, trends, and system dependencies.
• Engages with IT and business stakeholders to assess configuration requirements and optimize CMDB usability and adoption.
• Identifies, troubleshoots, and resolves CMDB-related issues, ensuring optimal performance, reliability, and system efficiency.
• Develops and maintains training materials, documentation, and best practice guidelines to support CMDB users and stakeholders.

NOTE: Until further notice, this position is eligible for a hybrid work schedule.

MINIMUM QUALIFICATIONS

1. High School Diploma, G.E.D., or equivalent
2. An equivalent of ten years of experience post-high school that can be met by one of the following: ten years of full-time work experience in a computer or technology related position; an Associate's degree plus eight years of full-time work experience in a computer or technology-related position; or a Bachelor's degree from an accredited institution plus six years of full-time work experience in a computer or technology-related position
3. Demonstrated English Language proficiency
4. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.

This title has three levels. In addition to the minimum qualifications above, To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.

OTHER QUALIFICATIONS

Preferred: 5+ years of experience with the ServiceNow platform in large enterprises or higher education, including ITSM and ITBM implementation. Proficiency in ServiceNow CMDB, Discovery, and Service Mapping, with expertise in MID Servers, integrations, and APIs. Strong understanding of the ITIL framework and hands-on experience with ITSM processes, with ITIL certification preferred. Experience in JavaScript, REST APIs, ServiceNow scripting, and low-code/no-code development, with familiarity in AngularJS. Knowledge of ServiceNow integration solutions, including SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, and FTPS. Ability to analyze complex data relationships, enforce data accuracy, and optimize CMDB data integrity. Strong problem-solving, analytical, and communication skills, with demonstrated ability to collaborate across technical and non-technical teams. Track record of ownership, accountability, and attention to detail, ensuring high-quality service delivery and customer satisfaction. Ability to adapt quickly to new tools and technologies, applying Agile methodology and Application Lifecycle Management best practices. Capable of working independently and collaboratively in a fast-paced, customer-focused environment while managing multiple priorities effectively.