ServiceNow ITOM / CMDB Engineer

Job Summary

We are seeking an experienced ServiceNow ITOM / CMDB Engineer to lead the design, implementation, governance, and ongoing optimization of the ServiceNow CMDB environment. This role will be responsible for ServiceNow Discovery, Service Mapping, CSDM adoption, CMDB governance, Event Management, and ITOM automation while ensuring high-quality configuration data and service visibility across the enterprise.

Responsibilities

CMDB Architecture & Governance

• Design, implement, and maintain a scalable ServiceNow CMDB aligned with Common Service Data Model (CSDM).

• Ensure Configuration Items (CIs) and relationships are accurate and maintained.

• Establish CMDB governance, data ownership, stewardship, and accountability.

• Develop CMDB standards, policies, naming conventions, and operational procedures.

• Conduct regular CMDB audits to improve data quality and compliance.

• Remove duplicate, orphaned, and stale Configuration Items.

Discovery & Data Integration

• Configure, administer, and optimize ServiceNow Discovery.

• Manage MID Servers, Discovery credentials, schedules, patterns, and troubleshooting.

• Monitor Discovery health, coverage, and success rates.

• Integrate authoritative data sources including SCCM, Microsoft Intune, Tenable, cloud platforms, and other enterprise systems.

• Configure and maintain Identification & Reconciliation Engine (IRE) rules to ensure accurate CI reconciliation and prevent duplicates.

Service Mapping & CSDM

• Lead enterprise adoption of the Common Service Data Model (CSDM).

• Design, implement, and maintain Service Mapping for business-critical services.

• Define service ownership, relationships, service offerings, and technical services.

• Partner with Infrastructure, Application, Security, and Business teams to improve service visibility.

Reporting & Data Quality

• Monitor CMDB health scores and Service Mapping accuracy.

• Utilize Health Scan and CMDB Query Builder to identify data quality gaps.

• Build dashboards, KPIs, reports, and metrics to monitor CMDB performance and adoption.

• Drive continuous improvements across CMDB processes.

Automation & ITOM

• Develop automated workflows using Flow Designer, IntegrationHub, and Orchestration.

• Support Event Management implementation and optimization.

• Integrate enterprise monitoring tools including SolarWinds, Dynatrace, SCOM, and similar platforms.

• Configure event correlation to reduce alert noise and improve operational efficiency.

Documentation & Collaboration

• Maintain technical documentation for CMDB architecture, integrations, workflows, and configurations.

• Create knowledge articles and operational documentation.

• Train and mentor technical teams on CMDB governance and ServiceNow best practices.

• Collaborate with ITSM, ITOM, Infrastructure, Security, Compliance, Architecture, and Application teams.

Required Qualifications

• Strong hands-on experience with ServiceNow ITOM

• Expert knowledge of CMDB administration and governance

• ServiceNow Discovery implementation and administration

• Service Mapping experience

• Common Service Data Model (CSDM)

• Identification & Reconciliation Engine (IRE)

• MID Server administration

• Event Management

• IntegrationHub

• Flow Designer

• REST and SOAP API integrations

• Asset Management integration concepts

• Experience integrating SCCM, Intune, Tenable, or similar enterprise tools

• Cloud Discovery experience (AWS and/or Azure preferred)

• Data Foundations/Data Manager experience

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)

• ServiceNow ITOM Implementation Specialist certification

• Experience implementing enterprise CMDB governance programs

• Strong understanding of ITIL best practices

• Experience supporting large enterprise ServiceNow environments
  
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