Senior System Configuration Analyst

Job Description The Configuration Manager supports the delivery of IT services by ensuring the Configuration Management Database (CMDB) remains accurate, current, and reliable. Operating within the ITIL framework and reporting into the ITIL Service Operations organization at Blue Cross, this role is responsible for managing the lifecycle of all Configuration Items (CIs), including their attributes and relationships. The Configuration Manager owns the Configuration Management System (CMS) and its integrations with discovery tools and other ITSM applications, ensuring that configuration management processes are clearly defined, consistently executed, and aligned with ITIL standards to maintain a high-quality, up-to-date 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   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 https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC. 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: HR.Staffing@BCBSNC.com. About Us It's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We're committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians. Blue Cross NC is a fully taxed, not-for-profit company headquartered in Durham, North Carolina. We serve more than 4.3 million members, and we employ more than 5,000 people across the country who are passionate about making health care better for all. Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives. Authorization to Work in the United States We use E-verify to confirm authorization to work in the United States. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify Overview for English or Visión General de E-Verify for Español. Request Accommodations Blue Cross NC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application or hiring process, please notify HR at HR.Staffing@bcbsnc.com. Blue Cross NC is a Hybrid Flex company. Whether the 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 of our approved states: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming