Description

• Provide technical leadership for the Cloud-Ready Configuration Management Database (CMDB) Initiative, including the implementation of the ServiceNow CMDB solution
• Provide end-to-end oversight for the Cloud-Ready CMDB Initiative, including planning, design, implementation, testing, stabilization, documentation, and transition to operations
• Provide technical leadership and ServiceNow CMDB subject matter expertise to guide implementation decisions, delivery planning, risk management, dependency resolution, and remediation activities
• Review the existing CMDB data model and define the Configuration Items (CIs) class structure, hierarchy, inheritance model, and any required extensions to accurately represent Azure resources.
• Create and document the Azure-to-CMDB mapping strategy, including the mapping of Azure resource types, subscriptions, resource groups, tags, naming conventions, and attributes to appropriate ServiceNow CI classes and fields
• Design and configure the Identification and Reconciliation Engine (IRE) approach, including authoritative sources, source precedence, identification attributes, reconciliation rules, and conflict resolution logic
• Deploy, configure, and validate the Azure Service Graph Connector, including connectivity, authentication, authorization, API access, connector parameters, and initial non-production data ingestion
• Configure and maintain transform maps, import schedules, field mappings, data normalization, relationship creation, and error-handling processes required to populate CMDB records accurately
• Assess the quality, completeness and consistency of imported data; identify missing fields, data anomalies, duplicate CIs, and remediation actions required before production use.
• Map Azure resources to CMDB CI classes and establish relationships between subscriptions, resource groups, virtual machines, network interfaces, storage resources, load balancers, and related cloud components.
• Implement monitoring and alerting capabilities for connector health, data collection jobs, transform execution, reconciliation processing, scheduled imports, authentication issues, and failed or incomplete imports.
• Update Service Asset and Configuration Management (SACM) and operational process documentation to reflect Azure Service Graph as a data source, including roles, responsibilities, governance controls, exception handling, support procedures, and audit considerations.
• Validate CMDB accuracy against the Azure environment and document discrepancies, remediation steps, decisions, risks, and operational runbooks.
• Support security, privacy, risk, and CRAF-related documentation or assessment inputs as required for the implementation.
• Work closely with Bank ServiceNow Platform, Service Management Office, Cloud Services, Infrastructure as Code, Security, and Operations Development teams to support successful implementation and operational readiness.
• Provide structured knowledge transfer activities, and detailed documentation to ensure a seamless transition to Bank staff to effectively support and maintain the solution after implementation.
• Other related activities and deliverables as required.

Required Skills:

• University degree or college diploma in computer science, information technology, business administration, engineering, or a related field.
• A minimum of five (5) years of recent demonstrated experience designing, implementing, configuring, or supporting ServiceNow solutions in enterprise environments.
• A minimum of three (3) years of recent demonstrated hands-on experience with ServiceNow CMDB, ITOM Discovery, Service Mapping, CSDM, IRE, and/or Service Graph Connectors.
• Demonstrated experience leading ServiceNow CMDB implementation projects or acting as a technical lead for complex ServiceNow platform initiatives.
• Demonstrated experience with Azure cloud resources and cloud-to-CMDB integration patterns, including discovery, ingestion, reconciliation, and relationship mapping.
• Demonstrated experience defining CI class structures, CMDB data models, attribute mappings, relationship models, identification rules, reconciliation rules, and source precedence.
• Demonstrated experience configuring ServiceNow import sets, transform maps, scripts, Integration Hub, MID Server, REST/SOAP APIs, scheduled imports, and data quality remediation processes.
• Demonstrated experience supporting the full ServiceNow delivery lifecycle, including design, build, test, deployment, transition to operations, stabilization, and documentation.
• Demonstrated knowledge of ITIL-based Service Asset and Configuration Management (SACM), CMDB governance, operational controls, and data quality management.
• Demonstrated experience facilitating workshops with technical and business stakeholders to clarify requirements, document decisions, and translate requirements into stories and implementation activities.
• Demonstrated ability to produce clear technical documentation, operational runbooks, implementation plans, risks/issues logs, and knowledge transfer materials.

Desired Skills:

• Experience with CMDB Health, Data Manager, data certification, Performance Analytics, dashboards, or reporting for CMDB quality and operational metrics
• Experience in regulated, financial, or public-sector environments with security, privacy, compliance, and audit considerations
• Experience with ServiceNow ITSM, ITOM, SAM/ITAM, SecOps, IRM, TPRM, HRSD, SPM, or other enterprise ServiceNow modules
• ServiceNow certifications such as Certified System Administrator (CSA), CIS-CMDB, CIS-Discovery, CIS-ITSM, or related ServiceNow certifications.
• Demonstrated ability to use data and information to inform problem solving in relation to systems, infrastructure, and service-management processes
• Demonstrated ability to prioritize work, manage multiple tasks, and deliver high-quality outcomes within project timelines

Key Skills

Education

Bachelor's degree