ServiceNow CMDB

Job Description

Key Responsibilities:

CMDB Configuration and Customization:

• Configure, maintain, and update ServiceNow CMDB, and related plugins, Workspaces and their components and features to meet business requirements.
• Develop and maintain workflows, forms, scripts, and automation processes as needed.
• Implement new functionalities and enhancements, including planning and testing for upcoming upgrades and patching.
• Configure and support components required to support the CSDM framework.
• Ensure CMDB Health and Integrity KPI’s are consistently maintained.
• Consult with, and support the requirements needed of CMDB, by application and module product owners and developers.

CMDB Data Sources Configuration and Maintenance:

• Configure and maintain ITOM Visibility applications and related supporting components, including Mid Servers and their functionality.
• Configure and maintain Service Graph and its connectors.
• Configure and maintain Integration Hub spokes and integrations related to CMDB.
• Maintain platform security and compliance with organizational policies.

CMDB and Data Sources Maintenance and Upgrades:

• Perform regular maintenance, including monitoring performance and conducting health checks.
• Plan and execute upgrades and patches for CMDB and ITOM Visibility components and related plugins, ensuring minimal disruption to services.
• Coordinate with vendors or internal groups for maintenance, changes, and enhancements to data sources or CMDB configuration and settings.

CMDB Integrity Management:

• Provide technical support for CMDB+CSDM, ITOM Visibility, Service Graph, and Integration Hub related issues, troubleshooting problems, and implementing solutions.
• Utilize Data Manager lifecycle attestion to provide integrity audit. Collaborate with IT teams to resolve CMDB inventory and other integrity issues, to prevent future occurrences and maintain a healthy CMDB.
• Perform daily Discovery, and other data source, log validation, and consult with IT teams to resolve any issues causing inventory issues.

Integration Management:

• Manage integrations between ServiceNow and other enterprise systems using SOAP, REST, and other relevant technologies.
• Ensure data consistency and integrity across integrated platforms.

Documentation and Training:

• Create and maintain technical documentation, including configuration, process, procedure, policy, and architectural design.
• Create and provide reporting on CMDB status and health, and planned enhancements, changes and projects.
• Provide training and support to end-users and stakeholders to promote effective CMDB+CSDM use.

Compliance and Governance:

• Ensure adherence to platform and CMDB governance, management, and compliance standards as outlined in organizational manuals, policy, and internal departmental documents.
• Conduct regular audits and reviews to maintain compliance with internal and external regulations.

Qualifications:

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant experience may be considered in lieu of a degree.

Experience Requirements:

• 3-5 years of experience within an enterprise environment for ServiceNow CMDB + CSDM, and ITOM Visibility administration, configuration, operational support and enhancement development.
• Experience working across multiple ServiceNow instances (Production, Sub-Production, Dev, Test).
• Strong understanding of Configuration Management, under the Common Service Data Model, their relation to and in support of Asset Management.
• Knowledge of CMDB+CSDM relation to, and use of, foundational core data and their combined relation to and support provided to ITSM, CSM, SPM, and SecOps application modules.
• Strong experience with ITOM Discovery, Service Mapping, Service Graph, Integration Hub, Identification and Reconciliation Engine (IRE), within a multi-source CMDB environment.
• Strong experience with Discovery pattern configuration and customization through Pattern Designer, custom classes, and probes and sensors.
• Strong experience deploying, configuring, and supporting Mid Servers and all of their capabilities.
• Experience with on-prem and cloud environment Discovery and schedules.
• Experience with Service Graph Connector configuration for resource and OS-level discovery for at least AWS and Azure environments.
• Experience working within relevant Workspaces for CMDB, Discovery Admin, and Cloud Discovery.
• Experience working within CMDB Data Manager, and building templates and processing tasks for de-duplication, and lifecycle management.
• Experience with supporting changes for CMDB and ITOM Visibility during instance upgrade, and patching.
• Hands-on experience with workflow automation, scripting, and integrations.
• Familiarity with ITIL framework and change management processes.
• Experience working across a combined TeamSpace(Project) and Agile development environment.

Technical Skills:

ServiceNow CMDB Administration & Configuration

• Provide support for implementing new business initiatives, new functionality, projects and  requests involving CMDB, CSDM, ITOM Visibility, and Service Graph.
• Configuration, support and enhancement of CMDB, CSDM, ITOM Visibility, and Service Graph.
• CMDB and Discovery process oversight, health monitoring, issue remediation, maintenance processes, and status and trend reporting.
• Provide support to agile development teams for implementing enhancements.
• Plan, Test, and implement plugin and application upgrades for CMDB, CSDM, ITOM Visibility, and Service Graph.

Scripting & Development

• JavaScript, GlideScript, and AngularJS for ServiceNow scripting.
• Business Rules, Client Scripts, UI Policies, UI Actions for automation.
• ServiceNow Flow Designer and Orchestration for process automation.

Integrations & Data Management

• REST/SOAP APIs, Integration Hub, and MID Servers for third-party integrations.
• Data Management jobs for CI maintenance.
• CMDB data source integrations, Service Graph, and Service Mapping.

Reporting & Analytics

• Custom dashboards, Performance Analytics, and scheduled reports.
• KPI tracking and real-time monitoring using Performance Analytics Widgets.

Compliance & Governance

• Maintain adherence to CSDM guidelines for CMDB
• ITIL processes, GDPR compliance where applicable.
• Participation in audits, governance meetings, and license audits.

Preferred Certifications (Optional, but Highly Desirable):

• ServiceNow Certified Implementation Specialist - Discovery (CIS-D) (Required)
• CMDB Fundamentals ILT (Micro-Certification) (Required)
• ServiceNow Certified System Administrator (CSA)
• ITIL 4 Foundation Certification

Key Competencies:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on quality and continuous improvement.
• Adaptability to evolving technologies and processes.