Description

Role Overview:

This role is for a ServiceNow ITOM Administrator responsible for the comprehensive management of the Configuration Management Database (CMDB). The administrator will focus on designing, maintaining, and governing a scalable CMDB aligned with the Common Service Data Model (CSDM). Key responsibilities include configuring ServiceNow Discovery, integrating authoritative data sources, ensuring data quality, implementing service mapping, and driving automation within the IT Operations Management (ITOM) framework. The position requires collaboration with various IT teams and stakeholders to support a service-aware operating model.

Key Responsibilities:

• Develops and maintains a scalable CMDB aligned with the Common Service Data Model (CSDM).
• Ensures all Configuration Items (CIs) and their relationships are accurately represented.
• Implements governance policies to maintain data integrity and compliance.
• Configures and optimizes ServiceNow Discovery to automatically identify and populate CIs.
• Manages Discovery credentials, schedules, behavior tuning, and troubleshooting.
• Monitors Discovery health, coverage, and success rates, driving continuous improvement.
• Integrates with tools like SCCM, Intune, Tenable, and other authoritative sources.
• Manages Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.
• Conducts audits to validate CMDB data accuracy, removing stale, orphaned, or duplicate CIs.
• Defines naming conventions and enforces change control processes.
• Establishes and manages CMDB governance processes, defining data ownership and accountability models.
• Develops and maintains CMDB standards, policies, and operating procedures.
• Facilitates governance reviews with infrastructure, application, security, and business stakeholders.
• Monitors CMDB health scores, Discovery completeness, and service mapping accuracy using Health Scan and CMDB Query Builder.
• Builds interactive dashboards and reports to monitor CMDB health and usage.
• Leads and maintains adoption of the Common Service Data Model (CSDM) across various service structures.
• Partners with application, infrastructure, and business teams to define service ownership and relationships.
• Designs, implements, and maintains Service Mapping, ensuring business-critical services have accurate dependency maps.
• Works with teams across ITSM, ITOM, Security, Compliance, and Architecture.
• Provides training and mentorship on CMDB best practices.
• Develops a roadmap to evolve the CMDB into a service-aware database.
• Implements and maintains Flow Designer, Orchestration, or IntegrationHub for automated workflows.

Required Skills:

• Expertise in ServiceNow CMDB design, maintenance, and governance.
• Proficiency in ServiceNow Discovery configuration, optimization, and troubleshooting.
• Strong understanding and experience with the Common Service Data Model (CSDM).
• Experience integrating ServiceNow with tools such as SCCM, Intune, and Tenable.
• Knowledge of Identification and Reconciliation Engine (IRE) rules.
• Skills in data quality management, auditing, and change control processes for CMDB.
• Experience with ServiceNow Service Mapping design, implementation, and maintenance.
• Familiarity with ServiceNow Health Scan and CMDB Query Builder for reporting and data quality.
• Ability to implement and maintain ServiceNow Flow Designer, Orchestration, or IntegrationHub for automation.
• Strong collaboration, communication, and training skills.

Qualifications:

• N/A years of experience specified

Key Skills

Education

Any Graduate