Senior ServiceNow CMDB & Configuration Management Administrator

We have a contract to hire opportunity for a senior-level ServiceNow CMDB Administrator with 5+ years of enterprise experience driving CMDB governance, Discovery, and complex integrations in alignment with ITIL v4 best practices. They bring strong hands-on expertise in CI data modeling (CSDM), reconciliation rules, MID servers, APIs, and automation, along with a solid understanding of infrastructure environments across on-prem and cloud. This individual is both technically strong and operationally mature-able to improve CMDB health, support audit readiness, mentor others, and confidently partner with cross-functional IT and security teams. 100% Remote.

MUST HAVES:

• Bachelor's Degree
• 5+ years supporting ServiceNow in an enterprise environment, including CMDB administration.
• Strong knowledge of ServiceNow CMDB, Discovery, and integration principles.
• Practical understanding of CSDM (Common Service Data Model) and how it supports ITSM/ITOM.
• Experience administering integration workflows, MID Servers, APIs, and ETL pipelines.
• Solid understanding of IT infrastructure components (servers, networks, cloud, containers).
• Familiarity with:
• Transform maps
• Script includes
• Business rules
• Scheduled jobs
• Flow Designer
• Strong analytical skills and experience troubleshooting CI data accuracy and reconciliation issues.

Disqualifiers:

• Cannot communicate effectively

Preferred Experience:

• Need someone who has a strong background working with a CMDB and ServiceNow and has excellent communication skills.
• ServiceNow CSA (Certified System Administrator).
• Additional ServiceNow certifications: Discovery, ITOM Fundamentals, CMDB, or IntegrationHub.
• ITIL v3/v4 Foundation certification; advanced modules a plus.
• Experience with hybrid or cloud environments (AWS, Azure, Kubernetes).
• Scripting experience (JavaScript for ServiceNow, PowerShell, or Python).

Disqualifiers:

• lacking collaboration skills, need someone who can collaborate with different teams, super vocal, ability to align goals and testing

About this Role:

• The Senior Applications Administrator - ServiceNow CMDB / Configuration Management is responsible for ensuring the accuracy, reliability, and operational health of the organization's ServiceNow CMDB and related ITIL processes. This role is equally balanced between:
• Technical administration of the ServiceNow CMDB, Discovery, and Integrations, and
• ITIL-driven governance, configuration management, best practices, and process enablement.
• The ideal candidate is a ServiceNow-savvy technologist with strong understanding of ITIL v4, capable of improving CMDB maturity, mentoring teams, and supporting strategic initiatives tied to IT operations, compliance, and risk management.

D2D Responsibilities: ServiceNow CMDB Administration

• Administer and configure the ServiceNow CMDB, including CI classes, attributes, relationships, and CMDB Data Model (CMDB Core, CSDM preferred).
• Manage identification/reconciliation rules, CI lifecycle states, and class-level governance.
• Support platform upgrades, patch deployments, regression testing, and performance monitoring.
• Troubleshoot CMDB behaviors, data issues, transform failures, and Discovery patterns.
• Mentor and direct the efforts of Configuration Management analysts and developers Discovery & Integrations
• Support ServiceNow Discovery, MID servers, credentials, probes, and patterns.
• Maintain integrations with data sources such as SCCM/MECM, Intune, JAMF, Tanium, Qualys, vCenter, AWS, Azure, and others.
• Develop or maintain REST/SOAP API integrations, IntegrationHub spokes, and scheduled imports.
• Improve CI completeness, operational coverage, and data reliability. ITIL & Configuration Management Governance
• Serve as SME for ITIL Configuration Management, ensuring practices align with ITIL v4 guidelines.
• Help maintain CMDB governance frameworks, data quality rules, ownership policies, and audit readiness.
• Partner with Change, Incident, Problem, and Asset teams to ensure the CMDB supports:
• Change impact analysis
• Incident root-cause visibility
• Dependency mapping
• Asset lifecycle accuracy
• Support compliance and audit reviews for configuration data integrity and controls. Data Quality, Reporting & Continuous Improvement
• Monitor CMDB health (completeness, compliance, correctness) and drive remediation efforts.
• Produce dashboards and reports for technical teams, leadership, and audit partners.
• Identify opportunities for automation and develop workflows or scripts to reduce manual effort.
• Contribute to CMDB roadmap planning and ITOM maturity initiatives. Stakeholder Collaboration & Leadership
• Act as the liaison between infrastructure, application owners, ITSM, and security teams.
• Facilitate workshops and working sessions to resolve CI data issues and dependencies.
• Mentor junior team members and provide guidance on CMDB usage, data modeling, and ITIL processes.
• Maintain documentation, runbooks, SOPs, and architectural references. Success Measures (6-12 Months)
• Improved CMDB health scores and reduction in CI duplicates/errors.
• Increased Discovery coverage and reliable CI ingestion from integrations.
• Stronger alignment with ITIL processes, especially change impact analysis.
• Adoption of improved governance standards and better stakeholder engagement.
• Documented processes, runbooks, and consistent operational routines.

Job Description: Supports and maintains a range of specified inhouse managed applications. This includes managing and coordinating incident and problem investigation response and resolution, monitoring and reporting on system performance, reviewing new system software and updates, troubleshoot software issues, write and debug code, and managing security administration throughout the application lifecycle. Education/Experience: A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and Requires 4 - 6 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Master's Degree preferred Technical Skills: One or more of the following skills are desired. Experience with one or more of the following Other: Linux OS, C++, Java Soft Skills: Intermediate - Seeks to acquire knowledge in area of specialty Intermediate - Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions Intermediate - Ability to work independently Intermediate - Demonstrated analytical skills Intermediate - Demonstrated project management skills Intermediate - Demonstrates a high level of accuracy, even under pressure Intermediate - Demonstrates excellent judgment and decision making skills Responsibilities: Contributes to the achievement of strategic goals through the implementation of application support programs to improve business performance Manages and co-ordinates complex application support processes Advises on application security, upgrades, backups, and disaster recovery needs Prioritizes, investigates and diagnoses incidents and problems Assists with the implementation of agreed remedies and preventative measures and contributes to the development of strategies, policies, standards, procedures and tools Takes technical responsibility across all stages and iterations of software development Provides specialist, expert advice on the adoption of appropriate tools, techniques and processes to create a robust integration framework Plans and agrees on the scope of configuration management processes and the configuration items Leads the assessment, analysis, planning and design of release packages including assessment of risk Manages and monitors application and compliance of security administration procedures Manages the evaluation of new system software and updates Collaborates with developers and engineers to design, build, and maintain applications Performs other duties as assigned Complies with all policies and standards