CSDM / CMDB Lead - ServiceNow

Role Summary

We are seeking a highly experienced and hands-on CSDM / CMDB Lead to design, implement, and operate a robust Configuration Management capability on ServiceNow. The role will be responsible for establishing a scalable CMDB aligned to CSDM standards, enabling service mapping across application, service, and infrastructure layers, and ensuring high data quality through governance, certification, and continuous improvement.

This is a delivery-focused role requiring deep technical expertise in ServiceNow CMDB, Discovery, Service Mapping, and Service Graph integrations, combined with strong stakeholder engagement and process leadership.

Key Responsibilities

CMDB & CSDM Architecture

• Design and implement CMDB aligned to ServiceNow CSDM (Common Service Data Model)
• Define and govern:
• Business Applications
• Application Services
• Technical Services
• Infrastructure CIs
• Establish CI class model, naming standards, normalization rules, and lifecycle management
• Liaise closely with the Enterprise Architecture (EA) group to:

o Align CMDB design with enterprise architecture standards and reference models

o Participate in architecture reviews and design forums

o Ensure new platforms, applications, and services are CMDB-ready by design

• Maintain the CSDM reference architecture and service modeling standards as part of the enterprise architecture blueprint
• Provide CMDB impact assessments for major technology transformations and platform initiatives

Service Mapping & Dependency Modeling

• Lead end-to-end service mapping across:
• Application → Service → Infrastructure layers
• On-prem, cloud, and hybrid environments
• Configure and operate ServiceNow Service Mapping
• Build and maintain service dependency maps for critical applications.
• Enable impact analysis for Incident, Change, Problem, and Major Incident processes

Discovery & Service Graph Integrations

• Manage ServiceNow Discovery
• Normalize and reconcile CI data from:
• Cloud platforms
• Virtualization platforms
• Network tools
• Endpoint platforms
• Asset systems
• Ensure automated population and continuous refresh of CMDB data

CMDB Governance & Data Quality

• Establish CMDB governance framework:
• Data ownership model
• Certification process
• Audit model
• Exception handling
• Drive periodic CMDB data certification
• Define and track data quality KPIs:
• Completeness
• Accuracy
• Compliance
• Relationship integrity
• Conduct quarterly CMDB health reviews and audits

Application & Infrastructure Onboarding

• Define and operate Application and Infrastructure onboarding processes
• Create onboarding documentation, standards, and templates
• Partner with:
• Architecture
• Cloud
• Applications
• Network
• Platform
• OT teams
• Ensure new services are CMDB-certified before production go-live

Process Enablement & ITSM Integration

• Enable CMDB-driven:
• Incident impact analysis
• Change risk assessment
• Problem root cause analysis
• Event correlation and AIOps
• Integrate CMDB with ITOM and Observability platform

Documentation & Knowledge Management

• Develop and maintain:
• CMDB operating model
• CSDM reference architecture
• Onboarding guides
• Data governance policies
• Certification playbooks

Key Deliverables

• Enterprise CMDB aligned to CSDM
• End-to-end service maps
• Discovery and Service Graph integrations
• CMDB governance and audit framework
• Data quality dashboards and scorecards

Required Skills & Experience

Mandatory

• 10+ years in CMDB / Configuration Management / ITOM roles
• 5+ years hands-on experience with ServiceNow CMDB
• Strong expertise in:
• CSDM framework
• Service Mapping
• Discovery
• Service Graph Connectors
• CI normalization and reconciliation
• Experience building CMDB for:
• Hybrid cloud environments
• Enterprise-scale infrastructure
• Business applications
• Strong understanding of:
• ITSM processes
• ITOM
• AIOps and observability
• Experience running CMDB governance and certification programs

Preferred

• ServiceNow ITOM / CMDB certifications
• Experience working with:
• Azure
• Network discovery
• Endpoint management platforms
• OT environments
• Applications
• Experience in global enterprise environments