Configuration Analyst

Company: CGL
Department: IT - Ent Inf & Ops Serv
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: English is required, French is an asset.
Additional Information: These roles are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy.  That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose.  The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Information Technology team aspires to be a leader in applying technology to power business strategies. We connect concepts with solutions to create value and efficiencies for our clients, employees, and communities. Our success is driven by our skilled and diverse team who are passionate about excellence, innovation, and agility.

The Configuration Analyst plays a critical role in our organization's risk mitigation strategy. The incumbent will be responsible for managing and running day-to-day operations and maintenance of the Configuration Management Database within ServiceNow to ensure accurate and up-to-date information. This role oversees CI lifecycle management, ensures data accuracy, Integrity, and alignment with governance policies, supporting technology operations, change management and service delivery. They also collaborate with cross-functional teams, provide training, and generate reports for monitoring CMDB health. Additionally, they ensure compliance with security and regulatory standards. 

• Lead the ongoing development and maintenance of the Configuration Management Database (CMDB), including defining CI classes, enhancing the configuration model, and ensuring data integrity through established procedures.
• Collaborate with cross‑functional stakeholders to gather requirements, define scope, and implement standardized Configuration Management processes—covering naming conventions, automation, discovery, integrations, reporting, and change control.
• Oversee the onboarding of business applications into the CMDB, monitor process effectiveness, and drive continuous improvement to ensure alignment with broader technology and governance practices.
• Maintain and enhance CMDB data quality by configuring automated validation jobs, monitoring for unauthorized changes, and driving remediation of inaccurate, incomplete, or stale configuration items.
• Produce and present data quality trends to the Configuration Control Board, oversee improvement initiatives, and conduct quarterly audits, CI attestations, and user satisfaction surveys to ensure continuous operational excellence.
• Identify unused or duplicative configuration data for retirement and work with stakeholders to streamline the configuration landscape, improving accuracy, usability, and governance across the CMDB.
• Ensure the CMDB accurately reflects the full technology ecosystem by maintaining up‑to‑date CI lifecycle data, overseeing daily automated discovery and application mapping, and enforcing Change Management and manual data‑update procedures.

• Produce and manage requested reports, collaborate with business partners to deliver meaningful KPI‑driven insights, and oversee improvements or modifications to configuration procedures and models.

• College diploma in Information Technology, Computer Science, or equivalent combination of education and relevant experience.
• 2–4 years of professional experience in IT or security environments, ideally with CMDB, ITSM, or business analysis exposure.
• ServiceNow Certified System Administrator (CSA) and ITIL v4 Foundation certification required.
• Strong hands-on experience with ServiceNow CMDB, ITSM modules, reporting, and dashboard creation.
• Demonstrated analytical thinking, problem‑solving ability, and meticulous attention to data quality and integrity.
• Excellent communication skills with the ability to work cross‑functionally and collaborate in a team-oriented environment.
• Proven ability to prioritize and execute tasks effectively under pressure while maintaining high standards of confidentiality and integrity.
• Highly self‑motivated, adaptable, and capable of managing multiple priorities with a strong customer‑service mindset.

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

• You will travel occasionally.
• Extended work hours (including evenings and weekends) may be required
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Salary information​

Expected salary range $60,574 to $100,956

Salary placement​

“The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.”​

Incentive/Variable pay ​

“Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.”​