CMDB Manager

Location :

Role Overview :

Key Responsibilities

• Administer and evolve the CMDB: Lead the administration of the ServiceNow CMDB, ensuring data accuracy and completeness across all configuration items. Define and implement policies, procedures and governance frameworks aligned with the Common Service Data Model (CSDM).
• Crossfunctional collaboration: Work closely with ITSM, IT asset management (ITAM), change, incident and problem management teams to align CMDB data with service management processes. Engage with platform, network and infrastructure teams to support accurate CI relationships across onpremise and cloud environments.
• Data quality and audits: Oversee regular audits and certification activities to verify data integrity; identify and rectify discrepancies. Develop dashboards and health reports that provide insights into CMDB completeness, correctness and compliance.
• Automation and integration: Drive automation and integration efforts to populate the CMDB from discovery tools, cloud platforms and thirdparty systems. Leverage AIenabled discovery and reconciliation where applicable.
• Continuous improvement: Champion continuous improvement of CMDB maturity and value; implement best practices for data modelling, relationship mapping and CI lifecycle management.

Required Qualifications

• Education: Bachelors degree in Information Systems, Computer Science, Engineering or a related discipline. A masters degree in information management or data engineering is beneficial.
• Experience: 8–10 years of experience in configuration management or IT service management, including at least 5 years administering the ServiceNow CMDB. Experience in implementing CMDB discovery, service mapping and integrations across complex, hybrid IT environments.
• ITIL expertise: Strong understanding of ITIL configuration and asset management principles; ITIL 4 certification is highly desirable.
• ServiceNow certifications: Relevant ServiceNow credentials such as Certified Implementation Specialist – CMDB (CISCMDB), Certified Implementation Specialist – Discovery, or Certified Technical Architect. Knowledge of CSDM and Service Graph Connector technology is a plus.
• Communication: Demonstrated experience coordinating with business stakeholders. Excellent communication skills to explain complex data models and governance concepts to nontechnical audiences.
• Analytical skills: Strong analytical and problemsolving abilities with meticulous attention to detail.
• Cloud and automation: Experience with cloud discovery tools (AWS, Azure, GCP), container orchestration (Kubernetes) and automated configuration management solutions. Familiarity with DevOps and infrastructureascode approaches is advantageous.

Preferred Qualifications

• Data governance: Experience implementing data quality and governance frameworks; knowledge of data catalogue and metadata management tools.
• Security and compliance: Familiarity with compliance standards (e.g., ISO/IEC 20000, SOC 2) and security best practices for CMDB data.
• Continuous integration/continuous deployment (CI/CD): Understanding of CI/CD pipelines and their impact on CMDB changes.