About this role
Analyst, ITSM
Coppell, TX
What does it mean to be a BrinkerHead? It means creating moments that make everyone feel special - whether you're supporting our restaurants, celebrating wins with your team, or sparking ideas that keep Guests coming back. We play like a team, take pride in our culture, and know that life's too short not to work happy.
At Brinker's Restaurant Support Center (RSC), every role fuels the success of our brands - Chili's® Grill & Bar and Maggiano's Little Italy® - and directly impacts Team Members and Guests. From bold ideas to everyday support, we help create a fun atmosphere, great food and drinks, and the kind of hospitality that keeps everyone coming back. Here, you'll discover opportunities for career growth, belonging, wellbeing, and plenty of chances to work hard and have fun.
Brinker International is an equal opportunity employer. We're proud to provide a welcoming, respectful environment where everyone can thrive.
Job Summary
This position is a technical individual contributor within the IT Service Management (ITSM) team, reporting to the ITSM Manager, and does not have direct reports. The role is responsible for leading the ongoing maturity, governance, and operational health of the ServiceNow CMDB and supporting CSDM adoption across the organization. Daily, this individual will partner with infrastructure, application, and business teams to maintain Configuration Items (CIs), establish and govern service models, improve data quality, support discovery and integrations, develop CMDB-related processes, and drive continuous improvement initiatives. This role will also support ITSM initiatives by providing CMDB expertise for Incident, Problem, Change, Asset, and Knowledge Management processes to ensure accurate service mapping, impact analysis, and operational reporting.
What You'll Do
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Leads the ongoing governance, health, and maturity of the ServiceNow CMDB by ensuring Configuration Items (CIs), relationships, and service models remain accurate, complete, and aligned with CSDM standards.
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Develops and maintains CMDB processes, data standards, and governance practices while partnering with infrastructure, application, and business teams to improve data quality and ownership.
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Designs and implements CMDB integrations, Discovery, Service Mapping, and automation capabilities to improve the accuracy and efficiency of configuration and asset management.
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Collaborates with ITSM process owners to support Incident, Problem, Change, Asset, and Knowledge Management by providing accurate CMDB data, impact analysis, and dependency mapping.
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Drives continuous improvement initiatives by identifying technical debt, implementing best practices, developing reporting and dashboards, and recommending enhancements that improve CMDB maturity and operational effectiveness.
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What You Bring to the Team
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Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent com