Sr Staff Analyst (CMDB Lead)

Role Summary

The CMDB Lead is responsible for defining, implementing, and governing the Configuration Management Database (CMDB) strategy across the organization. This role ensures configuration data integrity, supports IT service management (ITSM) and IT operations management (ITOM) processes, and drives continuous maturity of discovery, dependency mapping, and asset lifecycle management. The CMDB Lead partners with IT Operations, Security, Infrastructure, Architecture, and Application teams to establish a single source of truth for infrastructure, application services, and asset data.

Key Responsibilities

1. CMDB Strategy & Governance

• Define and maintain the CMDB roadmap, policies, data model (CSDM), and governance framework.
• Establish data quality standards, KPIs, and audit mechanisms to ensure completeness, correctness, and compliance.
• Lead CMDB governance board meetings and ensure stakeholder alignment.
• Strong understanding of ITIL v4 (Configuration Management, Change Enablement, Incident/Problem).
• Integrations with SCCM/Intune, cloud (AWS Config, Azure Resource Graph, GCP Asset Inventory), APM, monitoring tools.
• Drive end-to-end configuration item (CI) lifecycle management and enforce naming conventions, classifications, and relationship rules.

2. Discovery & Service Mapping

• Lead implementation and optimization of automated discovery tools (ServiceNow Discovery, Cloud Discovery, Network Discovery, etc.).
• Oversee Service Mapping to ensure accurate application service models and dependency relationships.
• Collaborate with application owners and infrastructure teams to validate service maps and maintain service dependencies.
• Integrate CMDB with monitoring, event management, ITOM, and SecOps tools.

3. Data Quality & Compliance

• Continuously monitor CMDB health scores, reconciliation, and integration issues.
• Address data inconsistencies, duplication, and relationship gaps.
• Ensure CMDB compliance for audits, regulatory needs, cloud governance, and enterprise architecture.
• Experience with audits/compliance (SOX, ISO,CMMC) and access controls.
• Ability to read logs, diagnose discovery failures, and fix class/attribute issues.

4. Stakeholder Collaboration

• Partner with Infrastructure, Cloud, Network, Application, Security and Operations teams for CI onboarding and configuration data enrichment.
• Work closely with Change Management to ensure that CI updates reflect changes accurately.
• Support leadership with CMDB dashboards, reports, and insights.

5. Hardware Asset Management (HAM) Responsibilities

• Oversee the full hardware asset lifecycle from procurement receipt deployment maintenance retirement.
• Ensure accurate mapping of hardware assets to CIs in the CMDB.
• Implement HAM Pro (if on ServiceNow) for automated asset tracking, barcode/RFID usage
• Monitor license, warranty, and support contract coverage for critical infrastructure.
• Work with procurement, finance, and operations teams to establish a unified asset governance framework.

6. Software Asset Management (SAM) Responsibilities

• Lead SAM governance including licensing compliance, renewals, vendor audits, and optimization.
• Implement SAM Pro capabilities for automated software discovery, normalization, and reconciliation.
• Maintain accurate mapping of software installations, entitlements, and usage to corresponding CIs.
• Optimize software spend by identifying underutilized licenses, shadow IT, and redundant tools.
• Support software lifecycle processes such as onboarding, upgrades, standardization, and retirement.

Required Skills & Experience

• 7-12 years of experience in IT Infrastructure, ITSM/ITOM, CMDB, HAM/SAM or related fields.
• Strong expertise in ServiceNow CMDB, CSDM, Discovery, and Service Mapping.
• Good understanding of cloud (AWS/Azure/GCP), on-prem infrastructure, networking, and application architecture.
• Experience implementing HAM Pro / SAM Pro or other asset management platforms.
• Strong analytical, governance, and stakeholder management skills.
• Ability to drive cross-functional initiatives and lead complex enterprise-wide programs.
• The ideal candidate will have strong knowledge and hands-on experience in ServiceNow modules such as ITSM, CMDB, ITOM Discovery, Service Mapping and developing/implementing CSDM architecture.
• Demonstrated ability to troubleshoot complex discovery access and permission errors.
• Experience integrating ServiceNow Discovery with other systems and 3rd party tools