Job Description
Key Responsibilities:
CMDB Configuration and Customization:
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Configure, maintain, and update ServiceNow CMDB, and related plugins, Workspaces and their components and features to meet business requirements.
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Develop and maintain workflows, forms, scripts, and automation processes as needed.
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Implement new functionalities and enhancements, including planning and testing for upcoming upgrades and patching.
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Configure and support components required to support the CSDM framework.
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Ensure CMDB Health and Integrity KPI’s are consistently maintained.
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Consult with, and support the requirements needed of CMDB, by application and module product owners and developers.
CMDB Data Sources Configuration and Maintenance:
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Configure and maintain ITOM Visibility applications and related supporting components, including Mid Servers and their functionality.
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Configure and maintain Service Graph and its connectors.
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Configure and maintain Integration Hub spokes and integrations related to CMDB.
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Maintain platform security and compliance with organizational policies.
CMDB and Data Sources Maintenance and Upgrades:
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Perform regular maintenance, including monitoring performance and conducting health checks.
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Plan and execute upgrades and patches for CMDB and ITOM Visibility components and related plugins, ensuring minimal disruption to services.
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Coordinate with vendors or internal groups for maintenance, changes, and enhancements to data sources or CMDB configuration and settings.
CMDB Integrity Management:
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Provide technical support for CMDB+CSDM, ITOM Visibility, Service Graph, and Integration Hub related issues, troubleshooting problems, and implementing solutions.
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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.
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Perform daily Discovery, and other data source, log validation, and consult with IT teams to resolve any issues causing inventory issues.
Integration Management:
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Manage integrations between ServiceNow and other enterprise systems using SOAP, REST, and other relevant technologies.
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Ensure data consistency and integrity across integrated platforms.
Documentation and Training:
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Create and maintain technical documentation, including configuration, process, procedure, policy, and architectural design.
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Create and provide reporting on CMDB status and health, and planned enhancements, changes and projects.
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Provide training and support to end-users and stakeholders to promote effective CMDB+CSDM use.
Compliance and Governance:
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Ensure adherence to platform and CMDB governance, management, and compliance standards as outlined in organizational manuals, policy, and internal departmental documents.
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Conduct regular audits and reviews to maintain compliance with internal and external regulations.
Qualifications:
Education:
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Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant experience may be considered in lieu of a degree.
Experience Requirements:
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3-5 years of experience within an enterprise environment for ServiceNow CMDB + CSDM, and ITOM Visibility administration, configuration, operational support and enhancement development.
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Experience working across multiple ServiceNow instances (Production, Sub-Production, Dev, Test).
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Strong understanding of Configuration Management, under the Common Service Data Model, their relation to and in support of Asset Management.
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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.
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Strong experience with ITOM Discovery, Service Mapping, Service Graph, Integration Hub, Identification and Reconciliation Engine (IRE), within a multi-source CMDB environment.
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Strong experience with Discovery pattern configuration and customization through Pattern Designer, custom classes, and probes and sensors.
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Strong experience deploying, configuring, and supporting Mid Servers and all of their capabilities.
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Experience with on-prem and cloud environment Discovery and schedules.
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Experience with Service Graph Connector configuration for resource and OS-level discovery for at least AWS and Azure environments.
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Experience working within relevant Workspaces for CMDB, Discovery Admin, and Cloud Discovery.
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Experience working within CMDB Data Manager, and building templates and processing tasks for de-duplication, and lifecycle management.
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Experience with supporting changes for CMDB and ITOM Visibility during instance upgrade, and patching.
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Hands-on experience with workflow automation, scripting, and integrations.
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Familiarity with ITIL framework and change management processes.
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Experience working across a combined TeamSpace(Project) and Agile development environment.
Technical Skills:
ServiceNow CMDB Administration & Configuration
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Provide support for implementing new business initiatives, new functionality, projects and requests involving CMDB, CSDM, ITOM Visibility, and Service Graph.
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Configuration, support and enhancement of CMDB, CSDM, ITOM Visibility, and Service Graph.
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CMDB and Discovery process oversight, health monitoring, issue remediation, maintenance processes, and status and trend reporting.
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Provide support to agile development teams for implementing enhancements.
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Plan, Test, and implement plugin and application upgrades for CMDB, CSDM, ITOM Visibility, and Service Graph.
Scripting & Development
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JavaScript, GlideScript, and AngularJS for ServiceNow scripting.
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Business Rules, Client Scripts, UI Policies, UI Actions for automation.
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ServiceNow Flow Designer and Orchestration for process automation.
Integrations & Data Management
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REST/SOAP APIs, Integration Hub, and MID Servers for third-party integrations.
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Data Management jobs for CI maintenance.
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CMDB data source integrations, Service Graph, and Service Mapping.
Reporting & Analytics
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Custom dashboards, Performance Analytics, and scheduled reports.
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KPI tracking and real-time monitoring using Performance Analytics Widgets.
Compliance & Governance
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Maintain adherence to CSDM guidelines for CMDB
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ITIL processes, GDPR compliance where applicable.
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Participation in audits, governance meetings, and license audits.
Preferred Certifications (Optional, but Highly Desirable):
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ServiceNow Certified Implementation Specialist - Discovery (CIS-D) (Required)
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CMDB Fundamentals ILT (Micro-Certification) (Required)
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ServiceNow Certified System Administrator (CSA)
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ITIL 4 Foundation Certification
Key Competencies:
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Strong analytical and problem-solving skills.
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Excellent communication and interpersonal abilities.
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Ability to work independently and as part of a team.
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Detail-oriented with a focus on quality and continuous improvement.
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Adaptability to evolving technologies and processes.
