Overview:
Manage, maintain, and enhance our Configuration Management Database (CMDB) to ensure accurate tracking of IT assets, services, and dependencies. Collaborate across IT teams to support operations, change management, and service delivery.
Key Responsibilities:
- Design and maintain CMDB data models, CI relationships, attributes, naming standards, and lifecycle rules.
- Deploy and optimize data discovery methods (e.g., ServiceNow Discovery, probes, service mapping) to populate and update CMDB.
- Implement integrations between CMDB and external systems (asset management, cloud platforms, monitoring tools) with reconciliation and data normalization.
- Monitor, validate, and remediate CI data quality issuesensuring completeness, compliance, and accuracy.
- Collaborate with ITSM, ITOM, Change, Incident, and Problem Management teams to ensure CMDB support for critical processes.
- Define and enforce CMDB standards, policies, and governance aligned with ITIL/CSDM best practices.
- Generate reports and dashboards to provide insights into CMDB health and usage; share metrics with stakeholders.
- Plan and execute CMDB upgrades, maintenance schedules, audits, backups, and troubleshooting tasks.
- Provide guidance and training to peers and stakeholders on CMDB usage and stewardship.
Required Skills & Experience:
- 35+ years of CMDB experience (ideally with ServiceNow).
- Proficiency with ServiceNow scripting (JavaScript, Glide API), Discovery, Service Mapping, and IntegrationHub.
- Strong analytical and data management skills to assess and improve CI data quality.
- Familiarity with ITIL/ITSM frameworks, CMDB governance, and Configuration Management best practices (e.g., CSDM).
- Experience building reports, dashboards, and KPIs to showcase data integrity and support decision-making.
- Excellent communication skills to collaborate with technical teams, stakeholders, and cross-functional partners.
