CDSM Model Developer and ServiceNow Administrator

We're looking for a motivated IT Service Management Associate with experience in CDSM Models and ServiceNow to fill this role. As part of the IT Service Management team, you will contribute to the population of the ServiceNow Configuration Management Database (CMDB) using automated discovery and other data import methods. Your responsibilities will include designing, configuring, implementing, and maintaining automated CMDB population and reconciliation processes, providing support for other ITSM processes, and collaborating with leadership to develop solutions that meet project requirements while aligning with existing and future services.

Key Responsibilities:

• Enhance and refine ServiceNow System onboarding and modeling processes.
• Ensure the integrity of the Configuration Management Database by promoting effective governance.
• Evaluate and optimize the maturity of the CMDB and Configuration Management process.
• Establish configuration items and classes, their attributes, data collection, and governance to support ITSM modules and business objectives.
• Collaborate with cross-functional teams to drive continuous improvement.
• Monitor CMDB health and resolve discrepancies among data sources.
• Facilitate cloud/virtual inventory tracking.
• Develop and maintain identification and reconciliation rules.
• Coordinate periodic audits and ensure corrective actions are taken.
• Produce management information, including KPIs and status reports, with a focus on operational and managerial aspects.
• Maintain awareness of organizational strategies and policies supporting those strategies.

Requirements and Qualifications:

• A minimum of 5+ years of experience in Configuration Management / CMDB / Automated Discovery, with process improvement in a technology organization, or equivalent combination of education and experience in IT Service Management tools.
• Deep understanding of ITIL processes and various ITSM stages.
• Ability to discover and manage cloud inventory.
• Capacity to collaborate across departments to drive continuous improvement.
• Experience in creating and maintaining metrics, reports, and dashboards.
• Customer-focused and goal-oriented with excellent attention to detail.
• Preferably experienced with ServiceNow.
• Strong knowledge of CMDB/CDSM data models.
• Familiarity with ITIL, COBIT5, and general knowledge of networking, mainframes, servers, scripting, databases.
• Excellent communication and problem-solving skills.
• Bachelor's degree in MIS, Computer Science, or related fields.
• 5-7 years of ITSM experience or related workflow development experience.
• Preferred experience in Automated Discovery Analyst role.
• ITIL certified (Foundation+).