Configuration Management Analyst – REMOTE


East Hartford, CT

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Date Posted:



United States of America


PW100: East Hartford 400 Main Street, East Hartford, CT, 06118 USA

Position Role Type:


Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious.

Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future.

Innovation through diversity of thought. At Pratt & Whitney, we believe diversity of thought enables creativity, innovation, and a foundation for inclusion. By fostering an inclusive culture, we accept a shared accountability and responsibility to recognize, sponsor, coach, hire and promote talent equally. We welcome our employees to be their whole - best - selves at work because trust, respect and integrity, are a part of our DNA.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

The Pratt & Whitney Service Excellence organization is looking for Configuration Management Database (CMDB) Analyst to support overall efforts around configuration management in the organization.

This role will maintain the configuration management database and processes across Pratt & Whitney. This Analyst will collaborate and implement ServiceNow tool solutions to satisfy requirements in a harmonized systems environment. This position will support service and application owners in delivering a consolidated CM tool solution. This responsibility includes contributing to the improvement of existing practices through process, automation, and data management.

Responsibility for improving and maintaining the accuracy of configuration information around compliance, service levels, and overall quality of data to achieve and maintain supportability and operational excellence. The candidate will be highly technically competent in the ServiceNow ITSM and ITOM suites, customer-focused, process oriented with excellent collaboration and communication skills. This analyst is self-motivated, friendly, and passionate about customer support.

Responsibilities Include:

  • Act as SME in the ServiceNow CMDB and ITOM suite of applications supporting ongoing CMDB initiatives while adhering to the CSDM data model.
  • Work with process owners to understand requirements, scope, based on deep ITOM / ITSM product knowledge.
  • Analyze current CMDB data and assist service owners with maintenance while processes mature.
  • Facilitate understanding of the Common Services Data Model (CSDM) within the service owner community.
  • Promotion and training of CMDB processes among service owners.
  • Perform Daily/Weekly/Monthly health checks of the CMDB.
  • Maintaining relationships with business partners and digital technology counterparts.

Basic Qualifications:

  • Bachelor’s degree in Information Technology with 5+ years of professional experience OR Advanced degree with 3+ years of professional experience.
  • US citizenship required.

Preferred Qualifications:

  • 2+ years working as a Data Analyst.
  • 2+ years working with ServiceNow CMDB.
  • Advanced knowledge and experience working in ServiceNow platform.
  • Knowledgeable in ServiceNow ITOM and ITSM Configuration.
  • Knowledge of ITIL Service Management processes.
  • High level of systems proficiencies, interfaces, and automation in the ServiceNow platform.
  • Strong understanding of ITOM related processes and products.
  • Knowledge of CSDM methodology (4.0 ideally).
  • Implementation and Scheduling of Data Certifications.
  • Understanding of ServiceNow Discovery and Reporting.
  • Ability to create reports and dashboards and understand ServiceNow Tables.
  • Good communication skills - Can hold meetings, make presentations, discuss CMDB/ServiceNow and conduct training sessions.
  • Results-oriented with a strong customer focus.
  • Excellent interpersonal skills including collaboration, written and oral communication, presentation, and training.

What is my role type?

In addition to transforming the future of flight, we are also transforming how and where we work. We’ve introduced role types to help you understand how you will operate in our blended work environment. This role is:

Remote: Employees who are working in Remote roles will work primarily offsite (from home).

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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