Manager, ServiceNow Data Foundations

Role Overview

Lead the day-to-day management and improvement of ServiceNow data foundations, including CMDB and CSDM-aligned models, master/reference data, discovery/service mapping, and ingestion/integration processes. Drive data quality programs, design reconciliation and certification workflows, and partner with engineering, product, and business stakeholders to ensure the platform provides high-quality, fit-for-purpose data.

What will you do in this role

Lead the day-to-day management and improvement of ServiceNow data foundations, including CMDB and CSDM-aligned models, master/reference data, discovery/service mapping, and ingestion/integration processes. Drive data quality programs, design reconciliation and certification workflows, and partner with engineering, product, and business stakeholders to ensure the platform provides high-quality, fit-for-purpose data.

Primary activities/responsibilities

• Manage configuration, maintenance, and optimization of ServiceNow data structures: CMDB, CSDM layers (business, application, service, technical), reference/master data models, and related data schemas.
• Manage data ingestion and integration processes (Discovery, Import Sets, APIs, Service Graph Connectors) to ensure comprehensive and consistent population of foundational data from cloud, on-premises, and SaaS sources.
• Define and implement data quality standards, KPIs, audits, and remediation programs across the ServiceNow data estate.
• Design and operate reconciliation, certification, and automated validation workflows to maintain data integrity and reduce manual effort.
• Lead troubleshooting of discovery, integration, and mapping issues; work with ServiceNow engineering, infrastructure, application owners, and vendors to resolve root causes.
• Produce dashboards, reports, and trend analyses to communicate foundational data health, coverage gaps, and improvement outcomes to stakeholders.
• Translate business requirements into data model, integration, and feature requirements; support evaluation and configuration of ServiceNow data quality features (CMDB Health, Data Certification, Data Manager) and CSDM-aligned capabilities.
• Develop and maintain governance artifacts, standards, runbooks, and training materials; lead knowledge-transfer sessions for data owners and platform teams.
• Participate in projects and change initiatives to ensure alignment to CSDM and foundational data quality criteria; advise governance boards as a subject-matter expert.
  

What should you have

• Degree in Computer Science, Information Technology, or equivalent experience; advanced degree or certifications advantageous.
• 3+ years experience in ServiceNow administration, data management, discovery/integration, or related IT roles, with demonstrable ServiceNow platform experience.
• Strong understanding of CSDM, CMDB concepts, Service Mapping, and ServiceNow data model best practices.
• Hands-on experience with data ingestion tools and techniques (Discovery, Import Sets, APIs, Service Graph Connectors) and with configuring service mapping.
• Proven ability to define and apply data quality metrics, run audits, and lead remediation efforts.
• Strong analytical, problem-solving, and stakeholder management skills.
• Proficiency with ServiceNow reporting and dashboards, Excel, and common data transformation/query techniques.

Preferred

• ServiceNow certifications (e.g., CIS-Discovery, Certified System Administrator, CIS-Data Foundations CMDB CSDM).
• ITIL certification.

• Experience with cloud platforms (AWS, Azure, or GCP), enterprise integrations, and master data management principles.