Senior System Configuration Analyst

Job Description Support the delivery of IT services by ensuring the Configuration Management Database (CMDB) is maintained keeping it current and accurate. Configuration Management processes fall under the ITIL Framework Model and report into the ITIL Service Operation organization within Blue Cross. Configuration Managers are responsible for managing the lifecycle of all Configuration Items, their associated attributes, as well as their relationship to all other Configuration Items in the CMDB. What You’ll Do Own and manage the Configuration Management System (CMS), including the ServiceNow CMDB and ITOM modules (Discovery, Service Mapping, Event Management). Lead CMDB upgrades, migrations, and lifecycle management to maintain platform stability and data integrity. Serve as the key liaison between IT service teams, ServiceNow platform teams, and business owners to align configuration data with business processes and service definitions. Build and maintain strong relationships with ServiceNow module owners to ensure configuration data supports desired business outcomes. Translate complex CMDB and ITOM concepts into clear, business‑focused language for non‑technical stakeholders. Define, govern, and enforce ITIL Configuration Management processes to ensure an accurate, trusted CMDB. Design and maintain CMDB architecture, including discovery patterns, data models, CI relationships, service mapping, and access controls. Integrate patching and vulnerability data (e.g., cloud patching, Tenable) across cloud, infrastructure, and containerized environments. Evolve CMDB and discovery capabilities to support modern platforms such as AWS, Kubernetes, and OpenShift. Monitor and validate CMDB accuracy, discovery results, performance, and capacity; drive remediation of inconsistencies. Ensure all authorized Change, Release, Discovery, and Cloud activities are accurately reflected in the CMDB. Provide reporting, audits, and continuous improvement recommendations while operating effectively in a matrixed, shared‑ownership environment. What You Bring Experience working in a ServiceNow CMDB environment Understanding of service mapping concepts and business service relationships Understanding of cloud platforms (AWS) and knowledge of container technologies (Kubernetes or OpenShift) Bachelor's degree or advanced degree 5+ years of experience in related field In lieu of degree, 7+ years of experience in related field Bonus Points Familiarity with ITIL or ITSM frameworks certifications ServiceNow and/or ITIL certifications What You’ll Get The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community Work-life balance, flexibility, and the autonomy to do great work Medical, dental, and vision coverage along with numerous health and wellness programs Parental leave and support plus adoption and surrogacy assistance Career development programs and tuition reimbursement for continued education 401k match including an annual company contribution Learn more Where You’ll Work Our Hybrid Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in-person connection – that supports a workplace that’s flexible, connected, and future focused. In a Hybrid-Flex role, you’ll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you’ll work virtually, with a few in-office visits each year for meaningful moments that matter. Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process. Salary Range At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs. *Based on annual corporate goal achievement and individual performance. $107,901.00 - $172,642.00 Skills _____________________________________________________________________ JOB ALERT FRAUD: We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on . If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: .