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.
