Position Overview
We are seeking an experienced ServiceNow CMDB/CSDM Architect & ITOM Engineer to design, implement, optimize, and maintain our enterprise ServiceNow Configuration Management Database (CMDB), Common Service Data Model (CSDM), and IT Operations Management (ITOM) capabilities.
This role combines enterprise architecture, technical engineering, and hands-on implementation to establish a reliable, accurate, and scalable CMDB that provides visibility into our healthcare technology environment. The individual will lead CMDB architecture and governance, implement CSDM standards, configure Discovery and Service Mapping, and ensure accurate relationships between business services, applications, infrastructure, and technology assets.
The ideal candidate will have extensive ServiceNow experience, strong technical and architectural skills, and the ability to collaborate across infrastructure, applications, clinical technology, security, and IT service management teams.
Key Responsibilities- Design, develop, and maintain enterprise CMDB architecture and CSDM standards aligned with ServiceNow best practices.
- Establish CMDB governance, data ownership, CI classification, relationships, lifecycle management, and data quality standards.
- Implement and maintain ServiceNow CMDB, including CI identification and reconciliation rules (IRE), CMDB Health, and data certification processes.
- Design, configure, and maintain ServiceNow ITOM Discovery, including MID Servers, credentials, schedules, patterns, probes, and sensors.
- Implement and optimize Service Mapping to identify application services, infrastructure dependencies, and relationships across the technology environment.
- Develop and maintain integrations and data ingestion processes from infrastructure, cloud, network, application, and enterprise systems.
- Monitor and improve CMDB accuracy, completeness, consistency, and Discovery coverage by identifying and remediating duplicate, stale, orphaned, and inaccurate configuration items.
- Ensure alignment between CMDB, CSDM, ITSM, ITOM, ITAM, and other ServiceNow platform capabilities.
- Collaborate with infrastructure, application, security, clinical engineering, and business teams to establish accurate service relationships and technology visibility.
- Support healthcare technology environments, including EHR platforms, clinical applications, medical devices, network infrastructure, data centers, and cloud services.
- Develop technical documentation, architecture standards, dashboards, reporting, and operational procedures.
- Provide technical leadership, guidance, and recommendations to improve ServiceNow platform capabilities and IT operational efficiency.
Required Qualifications- 5+ years of ServiceNow experience, with significant expertise in CMDB, CSDM, and ITOM.
- Demonstrated experience designing, implementing, and managing enterprise CMDB architecture.
- Strong understanding and practical experience implementing the ServiceNow Common Service Data Model (CSDM).
- Hands-on experience with ServiceNow Discovery, Service Mapping, MID Servers, and Discovery patterns.
- Experience with CMDB identification and reconciliation (IRE), CI relationships, CMDB Health, and data quality management.
- Experience developing integrations and automated data ingestion processes.
- Strong understanding of ITIL processes and the relationship between CMDB, incident, problem, change, and configuration management.
- Experience establishing CMDB governance, data standards, and lifecycle management processes.
- Excellent analytical, troubleshooting, communication, and collaboration skills.
Preferred Qualifications- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Implementation Specialist – ITOM Visibility, Discovery, or Service Mapping.
- Experience with ServiceNow ITOM Visibility, Event Management, Service Graph Connectors, and IntegrationHub.
- Experience with cloud technologies, including AWS, Microsoft Azure, or Google Cloud.
- Experience supporting healthcare IT environments, including EHR systems, clinical applications, medical devices, and healthcare infrastructure.
- Familiarity with HIPAA and healthcare security, privacy, and compliance requirements.
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