Configuration Management Specialist - ServiceNow Expert

We seek a skilled IT Service Management Associate to manage the population of the ServiceNow Configuration Management Database (CMDB). In this role, you will be responsible for designing, configuring, implementing, and maintaining automated CMDB population and reconciliation processes. Additionally, you will provide support for other ITSM processes and work with leadership to formulate solutions that address project requirements while ensuring compatibility with existing and future services.

Responsibilities:

• Develop and improve ServiceNow System onboarding and modeling processes.
• Promote governance to ensure the integrity of the Configuration Management Database.
• Evaluate and enhance the maturity of the CMDB and Configuration Management process.
• Establish configuration items and classes, their attributes, data collection, and governance for supporting ITSM modules and business objectives.
• Support integration with various data sources outside ServiceNow Discovery.
• Monitor CMDB health and resolve discrepancies among data sources.
• Facilitate cloud/virtual inventory tracking.
• Set up and manage identification and reconciliation rules.
• Direct periodic audits and ensure corrective actions are taken.
• Prepare management information, including KPIs and status reports, focusing on operational and managerial aspects.
• Maintain awareness of organizational strategies and current policies supporting those strategies.

Qualifications and Experience:

• 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.
• Understanding of ITIL processes with expertise in 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+).