ServiceNow ITOM SME / CMDB Lead- Need Local candidate to Montreal, QC

ServiceNow ITOM SME / CMDB Lead

Location: Montreal, Canada- 3 days a week Onsite

Long Term Contract(12 months to start with)

In-Person Interview required for Final round of discussion

Experience: 7–12 Years

Job Summary

The ServiceNow CMDB Lead is responsible for overall CMDB strategy, governance, data quality, and service mapping. This role leads the CMDB team, ensures CI classification and discovery patterns are accurate, manages reconciliation processes, and aligns CMDB with business services to support operational excellence.

Key Responsibilities

Define and execute a multi-phase CMDB maturity roadmap, transitioning from poor data quality to a service-aware AIOps modelAct as the primary architect for the Common Service Data Model (CSDM), ensuring alignment with the latest ServiceNow frameworkProvide architectural oversight, prioritizing out-of-the-box (OOB) capabilities over custom developmentManage stakeholders across Infrastructure, Cloud, and Security teamsEstablish governance policies for CI lifecycle management, naming conventions, and data ownershipPrioritize remediation activities based on business impact (e.g., production vs. non-production assets)Design and oversee data certification processes to ensure CMDB accuracyDefine and present CMDB health and ITOM KPIs (e.g., MTTR, Discovery Success Rate)Identify and eliminate technical debt, including legacy customizations and inefficient scriptsDefine event management strategies, including alert correlation and noise reductionRepresent CMDB/ITOM in Change Advisory Board (CAB) meetingsManage integrations with third-party tools (e.g., SolarWinds, Dynatrace)Conduct regular reviews of SME deliverables (scripts, update sets, discovery patterns)Required Skills

Extensive hands-on experience with ServiceNow CMDB, Discovery, Service Mapping, and IREStrong expertise in CI classification, identification rules, and reconciliation logicSolid understanding of ITIL processes (Configuration, Change, Incident Management)Deep knowledge of the CSDM framework (preferably CSDM 5)Proven leadership experience managing CMDB or ServiceNow teamsExperience with ServiceNow scripting (GlideScript, Business Rules, Script Includes)Strong analytical, problem-solving, and stakeholder management skillsExperience working in multi-instance or multi-region ServiceNow environmentsPreferred Certifications

ServiceNow Certified Implementation Specialist – CMDBServiceNow Certified Implementation Specialist – Service Mapping (CIS-SM)