Cleveland Clinic Configuration-Process-Analyst in Beachwood, Ohio

Job Summary:

The Configuration Process Analyst is responsible for the day to day operational support and management of the Service Management Organization's Configuration Management Process.

Participates in feasibility analysis, estimating, planning, designing, developing, prototyping, implementing, quality assurance evaluation and modification of automated systems. Defines training requirements and assists with automated systems training. Recommends solutions to enhance system functionality.


  • Supports and designs department project assignments and small system implementation.

  • Provides input to solution development efforts.

  • Completes assignments as directed.

  • Maintains schedules.

  • Tracks information system resources for assigned projects.

  • Reports on project time-lines and documents performance.

  • Develops work products, documentation of operational and business objectives, best technology capabilities and task level resource requirements.

  • Maintains project task plans, documentation and communications.

  • Other duties as assigned.

Additional responsibilities for this role:

  • Implements, configures and maintains all CMDB processes, work instructions and activities in compliance with the information technology infrastructure library (ITIL) V3 framework;

  • Maintains precise documentation and accurate usage of the CMDB. Ensures internal processes, procedures, tools and infrastructure are documented, maintained with accuracy, and adhered to in day to day operations: financial processes, contract processes, inventory and tracking processes, software license management process.

  • Assists in defining and registering of configuration items (CIs); the appropriate level of attributes, and relationships required to support IT Service Management (ITSM) processes.

  • Enacts CMDB system audit practices and conduct audits to ensure data integrity.

  • Reconciles the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.

  • Supports the design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.

  • Ensures that changes to the Configuration and Asset Management methods and processes are properly approved and communicated to staff before being implemented.


  • Bachelor's degree in Information Technology/Computer Science or related field.

  • Additional experience may offset the degree requirement.


  • For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.

Complexity of Work:

  • Strong analytical, critical thinking and communication skills are required.

  • Excellent at problem solving and relationship building.

Work Experience:

  • Minimum of five (5) years experience in information technology dealing with applications development and support, or end user training, or equivalent experience in an operational or financial role utilizing the systems or data generated by the systems supported by this position.

Preferred experience:

  • Familiar with ITIL Foundation principles and have applied knowledge of real-world environments in both the Service Management focus area.

  • Previous experience using or administrating a Service Management Platform (Ivanti/HEAT, Service Now, Remedy, HP Service Center)

  • Experience with discovery tools such as ADDM, BladeLogic, ScienceLogic, IBM Tivoli, SCCM

  • Ability to work cross organizational to maintain critical communication channel with support partners.

  • Experience in both hardware and software asset and configuration management, service mapping as well as knowledge of IT service management processes.

Physical Requirements:

  • High degree of dexterity to produce materials on a computer.

  • Requires normal or corrected vision, hearing and speech.

  • Mobility sufficient to attend meetings.

  • Ability to lift up to 25 pounds.

  • The position must be available after hours for support by pager and computer dial-in.

Personal Protective Equipment:

  • Follows standard precautions using personal protective equipment as required.


The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic’s Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.

Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities