Public Safety Service Asset & Configuration Analyst

The successful candidate will serve as the Public Safety Service Asset and Configuration Analyst within the Public Safety Service Management Division. This role is responsible for the design, implementation, governance, and continuous improvement of Configuration Management Database (CMDB) processes, policies, and standards. The incumbent will ensure standardized methodologies are used to identify, record, maintain, report on, and verify IT asset configurations, including associated documentation and service relationships. This includes establishing and maintaining traceability between configuration items (CIs) and dependent business services to support operational resilience and informed decision-making.

The Service Asset and Configuration Analyst will oversee the day-to-day administration of CMDB activities, working collaboratively with cross-functional stakeholders to ensure data integrity, process efficiency, and alignment with IT Service Management (ITSM) practices. The role will monitor CMDB performance metrics, lead Continuous Service Improvement (CSI) initiatives, and proactively address gaps or deficiencies. Acting as the primary point of contact for CMDB-related inquiries, the incumbent will provide governance oversight, publish health and compliance metrics, and track organizational progress toward strategic Public Safety and Emergency Management objectives.

Responsibilities will include:

• Implement, configure, and maintain CMDB processes, procedures, and work instructions in alignment with ITIL v3/v4 best practices
• Ensure accurate documentation and disciplined usage of the CMDB across financial management, contract management, inventory tracking, software license management, Remedy / Helix project support, service support functions, and asset disposal processes
• Record, administer, track, and validate all service assets, including hardware (servers, laptops, desktops, network equipment) and software (licensed applications and subscriptions)
• Control and manage unassigned assets and ensure structured retirement and secure disposal in accordance with governance standards
• Monitor compliance across divisions and provide coaching, guidance, and mentorship to CMDB users
• Validate CMDB data accuracy and assign corrective actions to technical teams when discrepancies are identified between recorded and actual configurations
• Define and register configuration items (CIs), including required attributes and relationship mappings to support ITSM processes
• Establish and execute CMDB audit practices to ensure ongoing data integrity and policy adherence
• Reconcile discrepancies between CMDB records, discovery tools, and authoritative production repositories
• Develop and manage policies and procedures ensuring CIs comply with naming conventions, object classifications, environment designations, service mapping, lifecycle states, documentation standards, version controls, and release baselines
• Govern and maintain accurate business/IT service dependency mapping throughout the asset lifecycle
• Ensure all changes to Configuration and Asset Management processes are properly reviewed, approved, and communicated prior to implementation
• Plan, coordinate, and oversee the deployment of new or updated Configuration and Asset Management systems in partnership with Solutions and Architecture teams
• Perform special projects and strategic initiatives as assigned.

HOURS/SHIFT Day - Due to the necessary duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

Do you have experience in Computer operation?, Do you have a Trade school?, 1. A certificate from an accredited technical school (approximately 675 hours) with a specialization in computer operations, and two years of satisfactory full-time computer operations experience, in a large-scale networked, multi- tiered, or mainframe computer environment, or two years of satisfactory data communications network experience working in a mainframe or multi-tiered computer environment; or

2. A baccalaureate degree from an accredited college or university and three years of satisfactory full-time experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience as described in "1" above; or

4. A satisfactory combination of education and/or experience equivalent to "1", "2",or "3" above. However, all candidates must have at least two years of full-time experience as described in "1" above

Preferred Skills

The successful candidate should possess the following: - Strong analytical and data modeling capabilities, with exceptional attention to detail and the ability to interpret complex datasets to support decision-making. - Advanced reporting proficiency, including the ability to leverage enterprise tools to generate key performance indicators (KPIs), dashboards, and executive-level summaries with meaningful analysis and commentary. - Demonstrated commitment to remaining current with evolving technologies, emerging industry trends, IT Service Management (ITSM) frameworks, and best practices actively pursues professional development through training, certifications, and continuous learning. - Proven ability to deliver exceptional customer service through clear, timely communication, expectation management, and proactive follow-up, while maintaining professionalism when engaging with business stakeholders and leadership. - Commitment to fostering a culture of continuous improvement, including knowledge sharing, peer collaboration, and maintaining an accurate and up-to-date knowledgebase. - In-depth knowledge of Service Asset and Configuration Management (SACM) tools, with hands-on experience administering and governing a CMDB within a large, complex organization. - Extensive practical experience in Service Asset and Configuration Management and related ITSM processes, including Incident Management, Request Fulfillment, Change Management, Problem Management, and Knowledge Management. - Operational experience with BMC Remedy, BMC Helix, or comparable enterprise ITSM platforms, preferably including participation in tool implementation or enhancement initiatives. - Experience with BMC automation and discovery tools used to populate and maintain SACM data, as well as broader experience leveraging automation to improve data integrity, streamline processes, and increase operational efficiency. - Working knowledge of ITIL Foundation principles with demonstrated application in real-world service management environments, including experience implementing and maturing a CMDB in customer-facing or enterprise settings. - Demonstrated ability to collaborate across organizational boundaries, maintaining effective communication with Infrastructure Project Delivery teams, vertical leads, and third-party vendors to ensure successful solution deployment and integration.

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. Follow us on social media @NYCOfficeofTech, and visit www.nyc.gov/oti to learn more.