Job Title:
ServiceNow CMDB Operations Specialist (Configuration Management)
Experience: 5-10 Years
Job Summary:
We are looking for a ServiceNow CMDB Operations Specialist with strong RUN/operations experience to support and sustain the health, quality, and reliability of the Configuration Management Database (CMDB).
This role is focused on day-to-day CMDB Operations, including monitoring, incident and problem resolution, Discovery and Service Mapping Support and continuous improvement of Configuration Management processes within the ServiceNow platform.
Key Responsibilities:
Own and manage day-to-day CMDB operations, ensuring high levels of data quality, accuracy, and availability
Monitor and maintain CMDB Health (completeness, correctness, compliance) and perform remediation activities as required
Perform regular CMDB audits, data cleanup, reconciliation, and deduplication
Act as L2/L3 support for CMDB-related incidents, service requests, and problems
Troubleshoot and resolve issues related to CMDB, Discovery, Service mapping, and integrations
Ensure the stable operation of ServiceNow Discovery, including schedules and MID Servers
Monitor, troubleshoot and remediate Discovery failure and Mid Server
Maintain and support existing CI relationships and service mappings as part of business-as-usual activities
Generate and review operational reports, dashboards, and KPIs related to CMDB health and usage
Collaborate with infrastructure and application teams to ensure timely CI lifecycle activities (add, update, retire)
Support the change management process by validating CI impacts and dependency information
Ensure day-to-day adherence to established CMDB governance standards and ITIL Configuration Management practices
Required Skills & Qualifications:
Overall, 5-10 Years of experience and 3–5 years of hands-on experience in ServiceNow CMDB operations/support in a RUN environment
Strong understanding of CMDB data model, CSDM, and CI lifecycle management
Experience working with ITSM processes, including Incident, Problem and Change management
Experience working with CMDB Health Dashboard and remediation activities
Practical experience with ServiceNow Discovery, including MID Servers, schedules and credentials
Working knowledge of data imports, transform maps, and integrations (REST/SOAP)
Basic scripting skills (JavaScript and Glide APIs) for operational fixes and small enhancements
Good analytical skills with focus and a structured approach to troubleshooting and root cause analysis
Strong communication skills and the ability to collaborate effectively across technical teams
Preferred Qualifications:
ServiceNow certifications such as:
o Certified System Administrator (CSA)
o Certified Implementation Specialist – Data Foundations (CMDB and CSDM)
o Certified Application Developer (Nice to have)
Experience supporting ITOM modules in an operational context
Exposure to cloud environments (AWS, Azure) in a RUN/support model
Experience working in 24/7 or shift-based support environment (Nice to have)
