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.