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Supports enterprise ServiceNow CMDB governance, data quality, CSDM alignment, Discovery operations, service mapping, CI lifecycle management, reporting, and Hardware Asset Management integration. The role analyzes CMDB health, remediates data issues, maintains class structures and relationships, improves discovery accuracy, and develops dashboards tracking quality, coverage, ownership, and operational performance.
Job Purpose and Impact
Key Accountabilities
CMDB Management & Governance
Common Service Data Model (CSDM)
Discovery & ITOM
CMDB Data Model Management
CMDB Health & Data Quality
Operational Analysis & Reporting
Hardware Asset Management (HAM)
Qualifications
Required Skills
Preferred Certifications
- Seeking skilled ServiceNow CMDB Consultant with 8+ years of IT experience and strong hands-on expertise in CMDB administration, CSDM, Discovery, CMDB Health, Operational Analysis, and Hardware Asset Management (HAM). The consultant will work as part of the CMDB team to support CMDB governance, data quality initiatives, service modeling, discovery operations, and continuous improvement of the ServiceNow platform.
Key Accountabilities
CMDB Management & Governance
- Support the design, maintenance, and optimization of the ServiceNow CMDB.
- Ensure CMDB data quality through adherence to governance standards and best practices.
- Assist in defining and maintaining CI lifecycle processes, ownership models, and operational procedures.
- Participate in CMDB audits, data remediation activities, and governance reviews.
Common Service Data Model (CSDM)
- Support Implementation and maintenance of ServiceNow CSDM.
- Maintain relationships between Business Applications, Application Services, Technical Services, and Infrastructure CIs.
- Work with application and infrastructure teams to align CMDB data with CSDM standards.
- Assist in service mapping and service modeling initiatives.
Discovery & ITOM
- Monitor and support ServiceNow Discovery operations.
- Analyze discovery coverage
- Validate discovered data and work with support teams to improve discovery accuracy.
- Support onboarding new technologies and classes into Discovery.
CMDB Data Model Management
- Maintain CMDB class structures, attributes, relationships, and data standards.
- Support CI identification, reconciliation, and normalization processes.
- Assist with onboarding new CI classes and integration sources.
- Ensure compliance with CMDB data model and architecture standards.
CMDB Health & Data Quality
- Monitor and improve CMDB Health Dashboard metrics including:
- Completeness
- Correctness
- Compliance
- Relationship Health
- Perform data analysis and remediation to improve overall CMDB health scores.
- Produce operational reports and dashboards to track CMDB performance and quality trends.
Operational Analysis & Reporting
- Analyze CMDB data to identify operational gaps, inconsistencies, and improvement opportunities.
- Develop reports and dashboards for CMDB health, discovery coverage, CI ownership, and data quality metrics.
- Support operational and management reviews with actionable insights.
Hardware Asset Management (HAM)
- Support alignment between CMDB and Hardware Asset Management data.
- Assist in reconciliation of hardware assets and configuration items.
- Partner with Asset Management teams to improve asset-to-CI relationships and data accuracy.
- Support lifecycle tracking of hardware assets from procurement through retirement.
Qualifications
- Bachelor's degree in information technology, Computer Science, Engineering, or related field.
- 8+ years of overall IT experience.
- 3+ years of hands-on ServiceNow CMDB experience.
- Experience working in enterprise CMDB environments.
- Strong understanding of ITIL processes and Configuration Management principles.
Required Skills
- ServiceNow CMDB
- CMDB Data Model
- Common Service Data Model (CSDM)
- ServiceNow Discovery
- ITOM Visibility
- CMDB Health Dashboard
- Operational Data Analysis
- Configuration Management
- Identification & Reconciliation Engine (IRE)
- CI Lifecycle Management
- Data Quality Management
- Service Mapping (preferred)
- Hardware Asset Management (HAM)
- Reporting and Dashboard Development
- ITIL Framework
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist - Discovery
- ServiceNow Certified Implementation Specialist - HAM
- ServiceNow CSDM Fundamentals
- ITIL 4 Foundation
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