Configuration Management Database (CMDB) Analyst

Why you’ll love Softchoice:

 At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into real‑world outcomes. We do this through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth.

With a highly engaged, high-performing team, we are certified as a Great Place to Work® in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what’s good for our people and communities.

 As part of WWT, we connect customers to the global scale, advanced innovation, world-class partnerships, and deep expertise of a leader in AI and digital transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and partners to conceptualize, test, and validate innovative solutions before deploying them at scale.

The impact you will have:

The accuracy of our Configuration Management Database (CMDB) is foundational to nearly every ITSM practice we operate, from incident diagnosis and change impact analysis to SLA reporting and monitoring integrations. A degraded CMDB means degraded service delivery.

As a CMDB Specialist, you will own Configuration Management end-to-end: CI (Configuration Item) data quality, relationship mapping, discovery tool integration, and CMDB governance. This is a hands-on practitioner role for someone who understands the ITIL Configuration Management practice deeply and knows how to make CI data trustworthy at enterprise scale.

You will work closely with Technical Delivery Engineers, ITSM Administrators, Customer Success, Service Renewals, and the broader Service Management Excellence Office to ensure the CMDB is a reliable, maintained source of truth - not a liability.

What you'll do:

CMDB governance and data quality

• Own the Configuration Management practice end-to-end, including CI lifecycle policy, data quality standards, relationship mapping rules, and CMDB governance framework
• Define and enforce CI naming conventions, classification hierarchies, and attribute completeness standards across all supported customer environments
• Conduct regular CMDB health assessments, auditing CI accuracy, completeness, relationship integrity, and staleness, and publish data quality metrics on a defined cadence
• Manage CI lifecycle events: onboarding, modification, retirement, and decommission, ensuring records always reflect actual infrastructure state
• Triage and resolve CMDB data quality exceptions raised by ITSM practitioners, monitoring tools, or audit findings, maintaining SLA-defined remediation timelines
• Maintain a CMDB improvement backlog, prioritized by operational impact, and drive continuous improvement cycles aligned to quarterly review cadence

Discovery and integration management

• Administer and optimize CMDB discovery tooling (ServiceNow Discovery, LogicMonitor discovery or equivalent), managing scan configurations, scheduling, reconciliation rules, and exception handling
• Manage integration feeds from monitoring platforms, cloud environments, and infrastructure tooling, ensuring CI data sourced from automated discovery is reconciled and validated against known state
• Identify gaps in discovery coverage and drive remediation through configuration changes, expanded scan scope, or manual reconciliation workflows
• Maintain and update integration architecture documentation for all CMDB-connected tooling, including data flow diagrams, reconciliation logic, and dependency maps

ITSM practice support

• Support Change Management by providing CI relationship data and change impact analysis for RFCs, flagging downstream dependencies and configuration risks before changes are approved
• Support Incident and Problem Management by ensuring CI records and service maps are accurate enough to accelerate diagnosis, triage, and root cause analysis
• Support Service Level Management by maintaining configuration data underlying SLA-scoped service reporting, ensuring CI scope accurately reflects contracted service boundaries
• Participate in post-incident and post-change reviews where CMDB accuracy or coverage contributed to incident impact or recovery time
• Collaborate with Technical Delivery Engineers and ITSM Administrators on infrastructure onboarding, ensuring new environments, services, and CIs are modeled and registered in the CMDB before go-live.
• Support Continuous Service Improvement to CMDB or other related IT service Management Modules

Documentation and knowledge transfer

• Author and maintain CMDB process documentation including data quality procedures, CI classification standards, discovery configuration guides, and integration runbooks
• Create and maintain onboarding documentation for new team members taking on CMDB-adjacent responsibilities, eliminating re-onboarding overhead from co-op or staffing transitions
• Contribute to the internal knowledge base by documenting operational learnings, recurring data quality patterns, and remediation playbooks

What you’ll bring to the table:

• 3+ years of hands-on experience in CMDB administration, configuration management, or ITSM data governance within a managed services or enterprise IT environment
• ITIL 4 Foundation certification required; ITIL 4 Specialist: Create, Deliver and Support or Configuration Management practice certification preferred
• Demonstrated experience administering a CMDB platform in production, specifically ServiceNow CMDB and/or LogicMonitor, including discovery configuration, reconciliation rules, and CI class management
• Strong understanding of CI relationships, dependency mapping, and service modeling within an ITSM context
• Experience integrating CMDB with monitoring, cloud, and infrastructure tooling, including troubleshooting reconciliation failures and data quality exceptions
• Analytical and detail-oriented: comfortable working with large datasets, identifying patterns in CI data, and driving quality improvements based on evidence
• Solid written communication skills, able to document technical configurations and procedures clearly for practitioner-level audiences

Preferred qualifications

• Experience in a Managed Services Provider (MSP) environment with exposure to multi-tenant CMDB environments and customer-scoped CI management
• Familiarity with ITSM process areas including Change, Incident, and Problem Management at a practitioner level, understanding how CMDB quality affects each
• Hands-on experience with cloud infrastructure (Azure, AWS, or GCP) and how cloud assets are modeled and maintained in a CMDB
• Experience with ServiceNow Discovery, or LogicMonitor configuration management modules
• Post-secondary education in Information Technology, Computer Science, or a related discipline
• Fluency in French an asset.

Compensation:

A reasonable estimate of the current base pay range for this position in Canada is $69,750 to $93,000, annually + 8% as target incentives. 

Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ. 

Softchoice offers a comprehensive and competitive benefit plan to all full-time employees, which includes: 

• Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program 

• Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance 

• Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave 

• Additional Perks: Employee Discount Program 

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds.  Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 21 consecutive years
• Inclusive Culture: We are committed to a company culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 7657 

EoE/M/F/Vet/Disability  

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