About this role
Job Description Key Responsibilities: CMDB Configuration and Customization:
• Configure, maintain, and update ServiceNow CMDB, and related plugins, Workspaces and their components and features to meet business requirements. • Develop and maintain workflows, forms, scripts, and automation processes as needed. • Implement new functionalities and enhancements, including planning and testing for upcoming upgrades and patching. • Configure and support components required to support the CSDM framework. • Ensure CMDB Health and Integrity KPI’s are consistently maintained. • Consult with, and support the requirements needed of CMDB, by application and module product owners and developers. CMDB Data Sources Configuration and Maintenance:
• Configure and maintain ITOM Visibility applications and related supporting components, including Mid Servers and their functionality. • Configure and maintain Service Graph and its connectors. • Configure and maintain Integration Hub spokes and integrations related to CMDB. • Maintain platform security and compliance with organizational policies. CMDB and Data Sources Maintenance and Upgrades:
• Perform regular maintenance, including monitoring performance and conducting health checks. • Plan and execute upgrades and patches for CMDB and ITOM Visibility components and related plugins, ensuring minimal disruption to services. • Coordinate with vendors or internal groups for maintenance, changes, and enhancements to data sources or CMDB configuration and settings. CMDB Integrity Management:
• Provide technical support for CMDB+CSDM, ITOM Visibility, Service Graph, and Integration Hub related issues, troubleshooting problems, and implementing solutions. • Utilize Data Manager lifecycle attestion to provide integrity audit. Collaborate with IT teams to resolve CMDB inventory and other integrity issues, to prevent future occurrences and maintain a healthy CMDB. • Perform daily Discovery, and other data source, log validation, and consult with IT teams to resolve any issues causing inventory issues. Integration Management:
• Manage integrations between ServiceNow and other enterprise systems using SOAP, REST, and other relevant technologies. • Ensure data consistency and integrity across integrated platforms. Documentation and Training:
• Create and maintain technical documentation, including configuration, process, procedure, policy, and architectural design. • Create and provide reporting on CMDB status and health, and planned enhancements, changes and projects. • Provide training and support to end-users and stakeholders to promote effective CMDB+CSDM use. Compliance and Governance:
• Ensure adherence to platform and CMDB governance, management, and compliance standards as outlined in organizational manuals, policy, and internal departmental documents. • Conduct regular audits and reviews to maintain compliance with internal and external regulations. Qualifications: Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant experience may be considered in lieu of a degree. Experience Requirements:
• 3-5 years of experience within an enterprise environment for ServiceNow CMDB + CSDM, and ITOM Visibility administration, configuration, operational support and enhancement development. • Experience working across multiple ServiceNow instances (Production, Sub-Production, Dev, Test). • Strong understanding of Configuration Management, under the Common Service Data Model, their relation to and in support of Asset Management. • Knowledge of CMDB+CSDM relation to, and use of, foundational core data and their combined relation to and support provided to ITSM, CSM, SPM, and SecOps application modules. • Strong experience with ITOM Discovery, Service Mapping, Service Graph, Integration Hub, Identification and Reconciliation Engine (IRE), within a multi-source CMDB environment. • Strong experience with Discovery pattern configuration and customization through Pattern Designer, custom classes, and probes and sensors. • Strong experience deploying, configuring, and supporting Mid Servers and all of their capabilities. • Experience with on-prem and cloud environment Discovery and schedules. • Experience with Service Graph Connector configuration for resource and OS-level discovery for at least AWS and Azure environments. • Experience working within relevant Workspaces for CMDB, Discovery Admin, and Cloud Discovery. • Experience working within CMDB Data Manager, and building templates and processing tasks for de-duplication, and lifecycle management. • Experience with supporting changes for CMDB and ITOM Visibility during instance upgrade, and patching. • Hands-on experience with workflow automation, scripting, and integrations. • Familiarity with ITIL framework and change management processes. • Experience working across a combined TeamSpace(Project) and Agile development environment. Technical Skills: ServiceNow CMDB Administration & Configuration
• Provide support for implementing new business initiatives, new functionality, projects and requests involving CMDB, CSDM, ITOM Visibility, and Service Graph. • Configuration, support and enhancement of CMDB, CSDM, ITOM Visibility, and Service Graph. • CMDB and Discovery process oversight, health monitoring, issue remediation, maintenance processes, and status and trend reporting. • Provide support to agile development teams for implementing enhancements. • Plan, Test, and implement plugin and application upgrades for CMDB, CSDM, ITOM Visibility, and Service Graph. Scripting & Development
• JavaScript, GlideScript, and AngularJS for ServiceNow scripting. • Business Rules, Client Scripts, UI Policies, UI Actions for automation. • ServiceNow Flow Designer and Orchestration for process automation. Integrations & Data Management
• REST/SOAP APIs, Integration Hub, and MID Servers for third-party integrations. • Data Management jobs for CI maintenance. • CMDB data source integrations, Service Graph, and Service Mapping. Reporting & Analytics
• Custom dashboards, Performance Analytics, and scheduled reports. • KPI tracking and real-time monitoring using Performance Analytics Widgets. Compliance & Governance
• Maintain adherence to CSDM guidelines for CMDB • ITIL processes, GDPR compliance where applicable. • Participation in audits, governance meetings, and license audits. Preferred Certifications (Optional, but Highly Desirable):
• ServiceNow Certified Implementation Specialist - Discovery (CIS-D) (Required) • CMDB Fundamentals ILT (Micro-Certification) (Required) • ServiceNow Certified System Administrator (CSA) • ITIL 4 Foundation Certification Key Competencies:
• Strong analytical and problem-solving skills. • Excellent communication and interpersonal abilities. • Ability to work independently and as part of a team. • Detail-oriented with a focus on quality and continuous improvement. • Adaptability to evolving technologies and processes.