The ServiceNow Configuration Manageris responsible for governing, maintaining, and continuously improving the Configuration Management Database (CMDB)within the ServiceNow platform.
This role ensures data integrity, compliance, and alignment with ITIL best practices, enabling accurate service mapping, impact analysis, and informed operational decision-making.
Experience level: ( 8–12 years)
Key Responsibilities
1. CMDB Governance Management
- Own and manage the end-to-end Configuration Management processaligned with ITIL standards
- Ensure accuracy, completeness, and integrityof CMDB data across all Configuration Items (CIs)
- Define and enforce CI class models, attributes, and relationships
- Establish and maintain CMDB data governance policies, standards, and procedures
2. ServiceNow Platform Administration
- Configure and optimize ServiceNow CMDB modules, including:
- Discovery
- Service Mapping
- Event Management
- Collaborate with development teams for customization and platform enhancements
- Ensure seamless integration of CMDB with ITSM modules:
- Incident Management
- Change Management
- Problem Management
- Asset Management
3. Discovery Data Integration
- Oversee ServiceNow Discovery and Service Mappingimplementation and operations
- Integrate CMDB with external data sources, including:
- Cloud platforms (Azure, AWS)
- Network and infrastructure tools
- Validate and reconcile CI data from multiple sources
4. Audit, Compliance Reporting
- Ensure readiness for internal and external auditswith proper documentation and traceability
- Develop and track CMDB health dashboards, KPIs, and data quality metrics
- Identify gaps and drive continuous service improvement initiatives
5. Stakeholder Cross-Functional Collaboration
- Collaborate with Infrastructure, Network, Security, Application, and Cloud teamsto maintain data accuracy
- Act as a Subject Matter Expert (SME)for CMDB and Configuration Management practices
- Support governance forums and leadership reviewswith insights and reporting
Key Skills Competencies
Technical Skills
- Strong hands-on experience with:
- ServiceNow CMDB
- Discovery
- Service Mapping
- Good understanding of IT infrastructure domains:
- Network
- Servers
- Cloud
- Storage
- Security
- Experience with integration technologies:
- REST APIs
- MID Servers
- Familiarity with data modeling and database concepts
Process Framework Knowledge
- Strong knowledge of ITIL v3/v4, especially:
- Configuration Management
- Change Management
- Experience with CMDB governance frameworks and audit compliance
- Exposure to DevOps and Agile methodologies
- Certifications: Good to have, ServiceNow Certified System Administrator / ITIL v4
