IT Operations & CMDB Analyst

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Description

The IT Operations & Configuration Management Database (CMDB) Analyst is responsible for ensuring the integrity and governance of the ServiceNow CMDB while supporting operational excellence across IT Service Management (ITSM) and IT Operations Management (ITOM). The role maintains accurate configuration data, supports Discovery and Service Mapping, coordinates CMDB governance, and enables reliable Incident, Change, Problem, and Event Management processes.

In addition, the role participates in the organization's Major Incident Management (MIM) support model by providing operational coordination during critical incidents, including after-hours on-call coverage. Working alongside technical resolver teams, the analyst ensures incident communications, stakeholder notifications, executive escalations, bridge coordination, and ServiceNow MIM workflows are executed consistently, allowing technical teams to remain focused on service restoration.

Responsibilities

CMDB & Configuration Management

• Maintain the health and integrity of the ServiceNow CMDB.
• Monitor CMDB Health dashboards and remediate data quality issues.
• Support Discovery, Service Mapping, and Common Service Data Model (CSDM) adoption. 
• Coordinate onboarding of new applications, services, and cloud resources.
• Validate CI ownership, relationships, and lifecycle management.
• Drive CMDB governance and continual improvement initiatives.

IT Operations Support

• Support ITOM Discovery and Event Management operations.
• Review Discovery failures and coordinate remediation.
• Monitor service mapping coverage.
• Assist in operational readiness for newly onboarded services.
• Support operational reporting and dashboards. 

Additional Responsibilities

Major Incident Management (24x7 On-Call)

Participate in a rotating on-call schedule providing operational support for Priority 1 and Priority 2 incidents outside normal business hours.

Responsibilities include:

• Activate the Major Incident process within ServiceNow.
• Validate that automated notifications and workflows have executed successfully.
• Coordinate conference bridge creation and participant management.
• Ensure the appropriate technical resolver teams are engaged.
• Facilitate executive and stakeholder communications using predefined templates.
• Track action items, timelines, and decision points throughout the incident.
• Escalate issues when resolution progress stalls or additional leadership engagement is required.
• Coordinate handoffs between shifts when incidents span multiple support windows.
• Support post-incident review activities and ensure required documentation is completed.

Note: This role acts as the operational coordinator during a major incident. Technical diagnosis and service restoration remain the responsibility of the assigned resolver teams.

Collaboration

Work closely with:

• Infrastructure Operations
• Cloud Operations
• Network Operations
• Cyber Security
• Application Support Teams
• Enterprise Architecture
• Service Owners
• Change Management
• Service Desk
• IT Leadership

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ServiceNow Certification

Experience

ServiceNow

• CMDB
• ITOM Discovery
• Service Mapping
• Event Management
• Major Incident Management
• Incident, Problem and Change Management
• CSDM
• Performance Analytics
• Reporting

Technical Knowledge

• Cloud platforms (AWS preferred)
• Enterprise infrastructure
• Networking fundamentals
• Application architecture
• Identity and Access Management
• ITIL best practices

Language Requirement: Proficiency in English is required for this position due to the frequent communications that must be conducted in English with various stakeholders. This requirement is justified by the nature of the responsibilities and operational needs.

POSTING DETAILS
Location:                    530 - Corporate  
Working Conditions: Office Environment 

Reports to:   Manager Technology 
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Purolator is an equal opportunity employer committed to diversity and inclusion. We welcome all qualified applicants and provide accommodations during the recruitment process upon request.

Purolator complies with Canadian law in all recruitment practices. During pre-screening, we may use an Artificial Intelligence (AI) tool, supported by human oversight, to efficiently manage tasks such as resume screening and candidate matching, enabling our team to connect with qualified candidates faster.

Personal information is used solely for recruitment and managed in accordance with privacy legislation. For AI-related inquiries only, contact TalentCOE@purolator.com. To apply, visit our Careers Page.

We recognize that employees and their families are essential to our success. We strive to provide a safe, healthy, and supportive workplace, ensuring the right people have the tools they need to thrive.

Every day at Purolator is an opportunity to connect with colleagues, customers, and communities to make a positive impact. Learn more about our values at www.purolator.com.