Fast Facts

WGU is looking for a Configuration Management Database Administrator I to manage and optimize the organization's CMDB within ServiceNow, ensuring data integrity and supporting IT Service Management processes.

Responsibilities: Key responsibilities include managing CMDB data integrity, establishing CI lifecycle and relationship mapping, integrating and automating CMDB processes, and providing reporting and analysis to inform continuous improvement.

Skills: Required skills include advanced ServiceNow administration, data mining, problem-solving capabilities, and advanced analytical skills, along with familiarity with AWS services.

Qualifications: Preferred qualifications include a Bachelor’s degree, AWS Cloud Practitioner certification, Linux+ certification, and ITIL Foundations v4 certification.

Location: This position is based in Salt Lake City, United States.

Compensation: $79300 - $118900 / Annually

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 404Pay Range: $79,300.00 - $118,900.00

Job Description

Job Profile Summary The Configuration Management Database (CMDB) Administrator is responsible for the endto-end management, integrity, and optimization of the organization’s Configuration Management Database within ServiceNow. This role ensures the completeness, accuracy, and compliance of all configuration data, enabling effective IT Service Management (ITSM), change management, and operational decision-making. The CMDB Administrator applies advanced technical expertise to maintain configuration items (CIs), relationships, and attributes, and drives continuous improvement in configuration management processes

Job Duties and Responsibilities CMDB Data Management & Integrity

• Update the CMDB to ensure that CIs are identified, classified, and documented through escalated tasks in ServiceNow.

• Enforce data standards, normalization, and validation to uphold data integrity.

• Conduct audits to resolve discrepancies, duplicates, and inconsistencies.

• Define CI types, classes, and attributes according to CSDM and organizational standards.

CI Lifecycle & Relationship Mapping

• Maintain CI relationships to represent dependencies, architectures, and service models.

• Configure dependency maps for impact analysis, risk assessment, and outage management.

• Ensure that CI data reflects the production environment to support change processes

Integration, Automation & Tool Enhancement

• Integrate the CMDB with ITSM tools and systems for data exchange and automation, including asset discovery from cloud (AWS, Azure, OCI) and onpremises environments.

• Develop and maintain discovery scripts, patterns, and IRE rules to enrich CIs and prevent duplicates.

• Collaborate with teams to enhance CMDB functionality and integration.

Reporting, Analysis & Continuous Improvement

• Generate reports on CMDB health, metrics, trends, and risks for stakeholders.

• Analyze data, including mining for forecasts, to recommend optimizations and support IT governance.

• Improve practices and update the Knowledge Library with new processes.

Collaboration, Communication & Training

• Act as a subject matter expert (SME), providing guidance to IT and business teams.

• Build rapport with leaders and proactively involve infrastructure teams. • Lead training sessions on CMDB practices and systems.

• Communicate updates and standards to ensure alignment.

Incident & Change Management Support

• Participate in CAB meetings, providing CI data and analysis.

• Provide after-hours support for incidents through Microsoft Teams and OpsGenie.

• Perform other duties and functions, including mentoring, as assigned.

Knowledge, Skills, and Abilities (KSAs)

• Self-motivated to work independently, prioritize, and manage multiple issues in high-pressure environments.

• Ability to anticipate obstacles and develop contingency plans.

• Awareness of technologies, architectures, and best practices; able to handle interruptions and multitask.

• Adherence to standards across technology areas.

• Advanced analytical skills for problem-solving with minimal intervention, including data mining.

• Advanced communication skills for executive-level correspondence.

• Senior-level understanding of university applications, systems, AWS, CSDM, and ServiceNow.

• Ability to apply leadership principles and provide mentoring.

Minimum Qualifications

• High school diploma or equivalent. • One year of experience in Application Support Engineer I, Problem Analyst I, or software/infrastructure engineering.

• Familiarity with AWS services.

• Data mining experience for modeling and trends.

• Advanced ServiceNow administration skills.

• Familiarity with CSDM in CMDB.

• Equivalent experience may substitute for education (one year of experience per one year of education, at manager's discretion).

Preferred Qualifications

• Bachelor’s degree.

• AWS Cloud Practitioner certification.

• Linux+ certification.

• ITIL Foundations v4 certification.

• Knowledge of Agile methodologies.

• IIQ experience.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.