ServiceNow CMDB SME

Role & responsibilities

We are seeking a ServiceNow CMDB SME to join our Asset Management practice area as a CMDB Import & Configuration Specialist. This role is critical in ensuring the integrity, accuracy, and performance of our Configuration Management Database (CMDB) within the ServiceNow platform. The ideal candidate will have hands-on experience with CI data imports, integrations, and governance practices, supporting ITSM and ITOM processes across the enterprise.

CMDB Import & Configuration:

• Design and maintain CI import workflows using Import Sets, Transform Maps, Discovery, and Integration Hub.
• Configure CI classes, attributes, and relationships to align with enterprise architecture.
• Ensure automated imports are timely, accurate, and aligned with governance policies.

CMDB Governance & Quality Control:

• Maintain high-quality CMDB data through established validation and reconciliation routines.
• Define, monitor, and report on CMDB health metrics (completeness, correctness, compliance).
• Execute audits and clean-up routines to remove stale, duplicate, or invalid CI data.

Stakeholder Collaboration & Support:

• Partner with ITSM, ITOM, Infrastructure, and Asset Management teams to align CI data requirements.
• Serve as the SME for ServiceNow CMDB during project planning, incident response, and change activities.
• Provide training and guidance to operational teams and end users on CMDB best practices.

Documentation & Continuous Improvement:

• Create and maintain documentation for CMDB processes, policies, and configuration standards.
• Recommend enhancements to import logic, CI structure, or governance based

Preferred candidate profile

• 8 + years hands on software development experience with ServiceNow CMDB configuration and data management.
• Deep understanding of CI classes (e.g. Server, Application, Database) and their relationships.
• Good understanding of the Common Service Data Model and how it aligns CMDB data with ServiceNow applications.
• Use CMDB data certification modules to maintain data accuracy.
• How IRE works with identification rules, reconciliation rules, and data sources.
• Proven expertise in CI imports using ServiceNow Discovery, Import Sets, and integrations.
• Strong scripting ability in JavaScript, Glide API, and familiarity with Flow Designer.
• Experience with CMDB Health Dashboards, normalization rules, and reconciliation processes.
• Solid understanding of ITIL v4, especially Configuration Management and Asset Lifecycle from discovery to decommission.
• Ability to interpret and implement complex data models and CI relationship mappings.
• Strong communication and stakeholder engagement skills.
• ServiceNow Certified Implementation Specialist ITSM
• ServiceNow Certified Implementation Specialist – Discovery.
• Experience with ITOM (Event Management, Service Mapping) and HAM/SAM modules.
• Knowledge of infrastructure technologies, cloud environments, and enterprise architecture.