Configuration Management Database Administrator I

Job Description

The Configuration Management Database (CMDB) Administrator I is responsible for maintaining Correctness, Compliance, and Completeness to sustain a healthy overall CMDB. They update Configuration Items, maintain Application, Business, and Technical Services, as well as collaborate with a myriad of external teams for requests. This position is considered a technical expert on WGU and its internal systems, understanding complex infrastructure relationships. Works alongside ServiceNow Administrators blueprinting and building changes within the CMDB on a sprint-by-sprint basis. Responsible for mapping internal system relationships and configuring dependency maps to demonstrate vulnerabilities during outages. Also assists the change management process inside the university. Understanding of the Change Advisory Board process is critical. The CMDB Administrator I requires an emphasis on system knowledge, and maintaining good rapport with external teams is imperative. Requires a technical understanding of up to senior level administration of internal applications and systems inside the university. Demonstrates leadership principles and provides technical expertise mentoring for others.

Job Duties

• Receives escalated calls, emails, and intake tasks for configuration items.
• Resolves de-duplication and reclassification tasks in ServiceNow.
• Builds relationships and rapport with key business leaders, including executive management.
• Acts as a Subject Matter Expert for integrating with technical teams.
• Offers team consultations, as needed, for CMDB-related technical knowledge.
• Maintains CMDB Integrity by monitoring Correctness, Compliance, and Completeness.
• Leads or participates in trainings for increased knowledge of external teams' systems and operations.
• Participates in Change Management meetings.
• Increases the Knowledge Library as new processes are learned or developed.
• Incrementally improves practices where appropriate and collaborates in identifying and formulating new practices where possible.
• Provides after hours on-call assistance to Ed Tech through answering chats in Microsoft Teams and responding to OpsGenie alerts for emergencies.
• Demonstrates leadership principles and provides technical expertise mentoring for others.
• Performs other job-related duties as assigned.

KSAs

• Self-motivated with the ability to work independently, prioritizing work and projects effectively
• Ability to proactively involve key technology infrastructure or other teams when necessary
• Ability to anticipate potential obstacles and develop contingency plans to overcome them
• Awareness of new and existing technologies, architectures, and best practices
• Ability to manage multiple issues simultaneously in high-pressure environments, where change is commonplace
• Ability to handle multiple interruptions and multi-task effectively
• Ability to diligently follow standards and best practices for many different technology areas
• Advanced analytical skills with the ability to analyze problems and make decisions with minimal management intervention
• Advanced written and verbal communication skills in correspondence at the executive level
• Technical understanding of up to senior level administration of internal applications and systems inside the university

Minimum Qualifications

• High School Diploma or equivalent
• 1 year of experience as an Application Support Engineer I, Problem Analyst I, or software/infrastructure engineering
• Familiarity with AWS Services
• Data mining experience using data intended for forecast modeling and predicting of trends
• Advanced administrative experience in ServiceNow
• Familiarity with CSDM (Common Service Data Model) and how it works within the CMDB

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

• Bachelor's Degree
• AWS Cloud Practitioner Certification
• Linux+ Certification
• ITIL Foundations v4
• Agile knowledge
• IIQ experience