Service Now CMDB

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Job Title: ServiceNow CMDB Analyst / ServiceNow Configuration Manager / ServiceNow CMDB Administrator

Job Overview

The ServiceNow CMDB Specialist is responsible for designing, implementing, maintaining, and improving the Configuration Management Database (CMDB) within the ServiceNow platform. This role ensures accurate configuration data, supports ITSM processes, enhances asset visibility, and enables reliable IT operations and decision-making.

Key Responsibilities

CMDB Management & Governance

• Maintain and enhance the ServiceNow CMDB data model (CI classes, attributes, relationships).
• Establish and enforce CMDB governance, data quality rules, naming standards, and compliance policies.
• Perform regular CMDB health checks, audits, reconciliation, and data quality reporting.

Integration & Discovery

• Configure and optimize ServiceNow Discovery and Service Mapping, including MID servers.
• Integrate CMDB with third-party systems (e.g., SCCM, JAMF, AWS/Azure, VMware, monitoring tools).
• Diagnose discovery failures, credential issues, mapping inaccuracies, and transform map errors.

ITSM/ITOM Alignment

• Ensure CMDB supports ITSM processes such as Incident, Change, Problem, and Asset Management.
• Work closely with ITOM teams to support Event Management, AIOps, and Service Mapping.

Technical Development

• Build and enhance CMDB workflows, business rules, data load processes, and transform maps.
• Configure Identification & Reconciliation Engine (IRE) rules and identification strategies.
• Develop dashboards and reports to track CMDB health and compliance.

Stakeholder Collaboration

• Partner with infrastructure, networking, cloud, and application teams to ensure accurate CI ownership and lifecycle data.
• Conduct CMDB training and communicate standards to technical teams.

Required Skills & Qualifications

• Strong hands-on experience with ServiceNow CMDB, Discovery, and ITOM modules.
• Proficiency with:
• CI classes, data model (CMDB schema)
• Reconciliation/normalization (IRE, data sources)
• Scripting (JavaScript, Glide API)
• Transform maps, import sets
• MID Server configuration and troubleshooting
• Understanding of enterprise infrastructure: servers, networks, databases, cloud platforms (AWS/Azure/Google Cloud Platform).
• Knowledge of ITIL processes, especially Configuration Management and Asset Management.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow CMDB Fundamentals / Discovery & Service Mapping certifications
• ITIL Foundation certification
• Experience with CMDB architecture and large-scale enterprise environments

Soft Skills

• Strong analytical and troubleshooting abilities
• Excellent documentation and communication skills
• Ability to collaborate across multiple teams
• Detail-oriented and process-driven mindset