ServiceNow Configuration Manager

ServiceNow Configuration Manager

Full Time

Jersey City, NJ (Hybrid)

Job Summary:

The ServiceNow Configuration Manager will be responsible for the governance, maintenance, and continual improvement of the Configuration Management Database (CMDB) within our ServiceNow platform. This role is crucial for ensuring the accuracy, completeness, and integrity of our configuration data, which underpins critical IT Service Management (ITSM) processes, including Incident, Problem, Change, and Asset Management. A key focus of this position will be the implementation and adherence to the ServiceNow Common Service Data Model (CSDM) to establish a clear and consistent service-oriented view of our IT landscape.

Responsibilities:

CMDB Governance and Management:

• Serve as the primary owner and subject matter expert for the ServiceNow CMDB.
• Develop, implement, and enforce CMDB policies, standards, and procedures to ensure data quality and integrity.
• Define and manage the CMDB data model, including CI classes, attributes, and relationships, in alignment with CSDM.
• Oversee the CI lifecycle management process, from creation and discovery to retirement.
• Conduct regular audits and data quality checks to identify and resolve discrepancies.
• Monitor and manage integrations with discovery tools (e.g., ServiceNow Discovery, SCCM) and other data sources to maintain an accurate CMDB.

CSDM Implementation and Adherence:

• Lead the implementation and ongoing maturation of the ServiceNow Common Service Data Model (CSDM).
• Work with stakeholders to define and map business services, technical services, and application services to their underlying CIs.
• Ensure that the CMDB effectively supports CSDM principles and provides a clear and consistent view of our service portfolio.
• Champion the adoption of CSDM across IT teams to improve service management processes and reporting.

Stakeholder Collaboration:

• Collaborate with Incident, Problem, Change, Asset, and other process owners to ensure the CMDB effectively supports their activities and reporting needs.
• Provide training and guidance to IT staff on CMDB processes, policies, and best practices.
• Work with application owners and infrastructure teams to ensure CIs and their relationships are accurately represented in the CMDB.

Reporting and Analytics:

• Develop and maintain CMDB-related dashboards and reports to monitor data health and provide actionable insights.
• Generate regular reports on CMDB metrics, including data completeness, accuracy, and compliance with established standards.

Qualifications & Skills:

Experience:

• 5+ years of experience in IT Service Management, with a minimum of 3 years focused on Configuration Management.
• Proven hands-on experience as a ServiceNow Administrator, Developer, or similar role.
• Deep understanding and practical experience with the ServiceNow Common Service Data Model (CSDM).
• Expertise in configuring and managing the ServiceNow CMDB module.
• Experience with ServiceNow Discovery and other data population methods.
• Excellent analytical, problem-solving, and communication skills.
• Knowledge of the ServiceNow platform architecture, capabilities, and best practices.
• Experience working in an Agile development environment (Scrum/Kanban) is a plus.

Soft Skills:

• Exceptional verbal and written communication skills, with the ability to articulate complex concepts clearly and concisely to diverse audiences.
• Excellent analytical and problem-solving abilities, capable of breaking down complex issues into manageable components.
• Strong interpersonal and stakeholder management skills, with a proven ability to build relationships and influence outcomes.
• Ability to work independently and collaboratively in a fast-paced environment.
• Highly organized, detail-oriented, and capable of managing multiple priorities and projects simultaneously.
• Proactive and self-motivated with a strong commitment to continuous learning and improvement.

Certifications (Preferred):

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) for any ServiceNow module.