Salt River Project

ITSM Analyst - ServiceNow Discovery & CMDB Administrator - Tempe

Tempe, AZ
SRP has built a legacy by delivering water and power to the Phoenix metropolitan area for more than

Job Description

ITSM Analyst - ServiceNow Discovery & CMDB Administrator

Posted: Tuesday, 8/15/2023

As a ServiceNow Discovery and CMDB Administrator, your combined role entails managing and optimizing both the ServiceNow Discovery process and the Configuration Management Database (CMDB), by overseeing and configuring the ServiceNow Discovery process to identify and map IT assets and services accurately and efficiently as well as ensuring the CMDB is well-maintained, accurate, and up-to-date by validating and managing the data obtained from the discovery process and other sources. Also, reconciliation processes for the flow through and accuracy of all detail related to Configuration Items, Service Mappings, and Application Services, along with other ITSM process integrations as part of overall CMDB, CSDM, and Asset Management. This analyst will work within and help support both ServiceNow Common Service Data Model (CSDM) and overall ITIL models.

Job Responsibilities

  • Work with the ITSM and ServiceNow Platform Managers to develop and evangelize a robust ITIL CMDB strategy. Lead strategic discussions and planning sessions with enterprise architects, service owners, service team leadership and senior IT leadership, for the ongoing success of ITIL Configuration Management objectives
  • Support all ITIL Configuration Management processes with responsibility for managing services and assets which support all other Service Management processes
  • Coordinate ITIL Service Asset and Configuration Management Sub-Process includes the following steps Management Sub-Process includes the following steps
    • Management and Planning
    • Configuration Identification
    • Configuration Control
    • Status Accounting and Reporting
    • Verification and Audit
    • Managing information
  • Coordinate Configuration Management that is planned and implemented in conjunction with Change Management and Release Management to ensure that the service providers can manage their IT assets and configurations effectively
  • Partner with Infrastructure Teams, Process Owners, Service Owners, and Application Owners and implementation of end-to-end IT CMDB processes that provide value to all stakeholders
  • Establish standards on configuration management analysis, design, implementation, controls, and documentation.
  • Assists in developing and maintaining procedures and training programs for users supporting successful implementation and ongoing operations.


Completion of a Bachelor's Degree from an accredited institution that prepares the employee for the assignment.


Promotion to Level 2 requires a minimum of two years experience at Level 1 and demonstrated capability to perform advanced and more difficult work as determined by the supervisor. Promotion to Senior Level requires a minimum of 3 years experience at Level 2, is fully competent in all aspects of functional area of assignment and as such would be recognized as a specialist in area of assignment and may have periodic or occasional lead responsibilities.

Additional Information

Preferred experience:

  • Experience working within, or in conjunction with, Information Technology Infrastructure Library (ITIL) operating models.
  • IT Service Management (Change, Incident, Problem, Event, Request Fulfillment, CMDB, CSDM)
  • Familiarity or direct experience with the ServiceNow Platform and ServiceNow practices
  • Program or Project Management
  • Experience with ServiceNow Discovery: Strong knowledge and hands-on experience with ServiceNow Discovery tools and functionality, including understanding of various discovery methods like SNMP, SSH, and WMI.
  • IT Infrastructure Knowledge: A solid understanding of IT infrastructure components, such as servers, networks, databases, and cloud services.
  • Basic understanding of system integration protocols.

Requisition Details

Requisition ID: 16177

Hybrid Workplace

SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of health and safety protocols, to reduce the risk of the coronavirus (COVID-19).

Equal Opportunity Employer Statement

Salt River Project (SRP) recognizes diversity and inclusion as key drivers of innovation and growth, and seeks to attract a diverse employee base that reflects our community. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status or any other protected status under applicable federal, state or local law. Ultimately, SRP aspires to fully apply the power of diversity and inclusion to build a more equitable and sustainable future for our customers, employees and community.

Drug/Alcohol Policy Statement

SRP is committed to maintaining a work environment that promotes the health, safety and well-being of our employees, visitors, customers, and the communities we serve. This commitment includes maintaining a work environment that is free from drugs and alcohol. Any candidate that tests positive for an illegal drug or unauthorized substance, including non-medical marijuana, during the pre-employment drug and alcohol screening will be disqualified from further consideration in the hiring process. Although marijuana is legal in the state of Arizona, SRP abides by federal laws where it remains illegal.

All candidates must be legally authorized to work in the United States.
Currently, SRP does not sponsor H1B visas.

Why Work at SRP

SRP's success is rooted in our employees' happiness, health and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

  • 401(k) plan with employer matching
  • Retirement pension
  • Paid vacation
  • Parental leave
  • Holiday pay
  • Sick leave
  • Medical, vision, dental and life insurance
  • Wellness programs
  • Pre-tax benefits
  • Short and long-term disability plans
  • Tuition assistance

Salt River Project At A Glance

SRP has built a legacy by delivering water and power to the Phoenix metropolitan area for more than 100 years. Today, we are among the largest public power utilities in the nation and the Phoenix area's largest supplier of raw water, serving more than 2 million businesses and residents in Central Arizona. SRP is committed to helping the Valley of the Sun grow and thrive for the next 100 years. We are applying innovation with new technology to transform operations for continued success in our second century. Careers at SRP include engineering, finance, information technology and cyber security.
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