Metro New York & Southern Connecticut

CMDB Administrator (IT Sr. Associate 3) - Temporary (Revised)

GENERAL DUTIES

I.T. Senior Associates perform highly complex professional work in technology-related disciplines. While areas of specialization vary, typically I.T. Senior Associates perform a range of work in development/programming, communications, technical support, or similar functions depending on the needs of the Information Technology area to which they report. Work tasks include diagnosing, evaluating, overseeing and resolving highly complex projects. They have wide latitude for independent initiative and judgment and may serve in lead roles on complex programs or projects, and/or serve as a direct supervisor of a unit or group.

I.T. Senior Associates should demonstrate mastery of one or more technology-related disciplines, decision-making ability in situations related to those disciplines, and be able to serve as a resource in these areas. They may contribute to decisions on I.T. policies and technical standards.

This job is in CUNY's Classified Civil Service. The full specification is available on our web site at http://www.cuny.edu/about/administration/offices/hr/classified-civil-service/ccsjobs/

CONTRACT TITLE

IT Senior Associate

FLSA

Exempt

CAMPUS SPECIFIC INFORMATION

The Office of Computing and Information Services (CIS) at the City University of New York (CUNY) supports the IT and telecommunications needs of CUNY's 26 colleges. CIS supports enterprise IT and applications, identifies and develops new technologies that advance the University's core mission, operates and maintains the University's network, the enterprise Data Center, the CUNY Service Desk, and manages the processes that safeguard the University?s IT assets and maintaining the security posture by operating the CUNY Security Operations Center (SOC). Additionally, CIS develops disaster recovery plans for business continuity and supports the CUNYfirst Enterprise Resource Planning (ERP) solution that integrates student administration, financial management, and human resources operations across CUNY?s 26 colleges. Lastly, CIS provides strategic and operational IT leadership to all CUNY campuses.

CUNY?s ServiceNow platform serves as a centralized portal, streamlining and automating technology services across campuses. CIS seeks a CMDB Administrator to manage, maintain, and enhance the Configuration Management Database (CMDB), ensuring data integrity, accuracy, and alignment with IT Service Management (ITSM)/IT Business Management (ITBM) processes, solutions, and business objectives. Reporting to the Director of Application Lifecycle Management, the Administrator will oversee instance configuration, system integrations, and performance optimization, ensuring seamless workflow automation and business function integration within CUNY?s ServiceNow instance. This role will configure and enhance ITSM applications and modules, leveraging both out-of-the-box functionality and custom development to meet institutional needs, and will support end-user accessibility and automation, integrating virtual agent technology via Microsoft Teams, the ServiceNow Portal, and mobile access.

**Note: To be considered for appointment to this position, applicants must either hold a permanent Civil Service title as an IT Senior Associate or file for the current IT Senior Associate exam (Promotional - Exam #2085 or Open Competitive - Exam #2086). The exam filing period ends on May 15, 2025.

For details and to file for the exam please visit

https://www.cuny.edu/about/administration/offices/hr/classified-civil-service/notice-of-exams-noe/

Key responsibilities include, but are not limited to:

• Manages ServiceNow CMDB, ensuring data integrity, accuracy, and compliance with organizational policies and ITIL best practices.
• Oversees discovery, reconciliation, and population of Configuration Items (CIs) within CMDB, ensuring accurate mapping of relationships and dependencies.
• Implements and manages ServiceNow Discovery and Service Mapping to automate CI updates and maintain real-time data accuracy.
• Establishes and enforces governance models, policies, and standards to ensure CMDB data quality, consistency, and compliance.
• Supports integrations between the CMDB and other IT systems, leveraging APIs, MID Servers, and automated workflows to streamline data exchange.
• Collaborates with ITSM teams to align CMDB data with Incident, Problem, Change, and Asset Management processes, enhancing IT operations and service delivery.
• Develops and analyzes CMDB reports and dashboards to provide actionable insights into configuration health, trends, and system dependencies.
• Engages with IT and business stakeholders to assess configuration requirements and optimize CMDB usability and adoption.
• Identifies, troubleshoots, and resolves CMDB-related issues, ensuring optimal performance, reliability, and system efficiency.
• Develops and maintains training materials, documentation, and best practice guidelines to support CMDB users and stakeholders.

NOTE:

Until further notice, this position is eligible for a hybrid work schedule.

MINIMUM QUALIFICATIONS

1. High School Diploma, G.E.D., or equivalent
2. An equivalent of ten years of experience post-high school that can be met by one of the following: ten years of full-time work experience in a computer or technology related position; an Associate's degree plus eight years of full-time work experience in a computer or technology-related position; or a Bachelor's degree from an accredited institution plus six years of full-time work experience in a computer or technology-related position
3. Demonstrated English Language proficiency
4. A Motor Vehicle Driver's license, valid in New York State, may be required for some, but not all positions.

This title has three levels. In addition to the minimum qualifications above, To qualify for Levels 2 and 3, additional qualifications, such as education, experience, or certification relevant to the area of specialization are required.

OTHER QUALIFICATIONS

Preferred:

• 5+ years of experience with the ServiceNow platform in large enterprises or higher education, including ITSM and ITBM implementation.
• Proficiency in ServiceNow CMDB, Discovery, and Service Mapping, with expertise in MID Servers, integrations, and APIs.
• Strong understanding of the ITIL framework and hands-on experience with ITSM processes, with ITIL certification preferred.
• Experience in JavaScript, REST APIs, ServiceNow scripting, and low-code/no-code development, with familiarity in AngularJS.
• Knowledge of ServiceNow integration solutions, including SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, and FTPS.
• Ability to analyze complex data relationships, enforce data accuracy, and optimize CMDB data integrity.
• Strong problem-solving, analytical, and communication skills, with demonstrated ability to collaborate across technical and non-technical teams.
• Track record of ownership, accountability, and attention to detail, ensuring high-quality service delivery and customer satisfaction.
• Ability to adapt quickly to new tools and technologies, applying Agile methodology and Application Lifecycle Management best practices.
• Capable of working independently and collaboratively in a fast-paced, customer-focused environment while managing multiple priorities effectively.

COMPENSATION

Level 1 : $101,762

Level 2: $111,013

Level 3: $122,116

BENEFITS

CUNY offers a comprehensive benefits package to employees and eligible dependents based on job title and classification. Employees are also offered pension and Tax-Deferred Savings Plans. Part-time employees must meet a weekly or semester work hour criteria to be eligible for health benefits. Health benefits are also extended to retirees who meet the eligibility criteria.

HOW TO APPLY

For full consideration, submit a cover letter and resume online via CUNY's web-based job system, addressing how your experience and credentials meet the responsibilities and qualifications outlined.

The direct link to the job opening from external sources is:

https://hrsa.cunyfirst.cuny.edu/psc/erecruit/EMPLOYEE/HRMSCG/c/HRS\HRAM\FL.HRS\CG\SEARCH\FL.GBL?Page=HRS\APP\JBPST\FL&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=29779&PostingSeq=1

Current CUNY employees must apply through CUNYfirst Employee Self Service using their login credentials. After you login, click the Careers tile on the Employee Self Service Menu page to view job openings

CLOSING DATE

Open until filled.

JOB SEARCH CATEGORY

CUNY Job Posting: Information Technology/Technical

EQUAL EMPLOYMENT OPPORTUNITY

CUNY encourages people with disabilities, minorities, veterans and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.

Job ID

Location

Central Office

About CUNY City University of New York - System

The City University of New York provides high-quality, accessible education for more than 269,000 degree-credit students and 270,000 adult, continuing and professional education students at 25 campuses across New York City. The University is an integrated system of senior and community colleges, graduate and professional schools, research centers, institutes and consortia. From certificate courses to Ph.D. programs, CUNY offers postsecondary learning to students of all backgrounds. It provides the city with graduates trained for high-demand positions in the sciences, technology, mathematics, teaching, nursing and other fields. As CUNY has grown, the University also has strengthened its mission as a premier research institution, building an array of modern facilities and expanding the ranks of its world-class faculty. Throughout its history, the University has been an integral part of the city and state through partnerships with public schools, economic development initiatives, immigration aid and financial advice services and other community outreach programs. Today, CUNY faculty and staff continue to benefit New York City — as well as the entire nation — by serving as policy exper...ts to business and government, advisers to nonprofit institutions, civic organizations and community groups. Students, too, are strongly encouraged to experience the cultural, educational and community-based opportunities of the five boroughs, through a network of internships and fellowships, to embracing the city as their campus.

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