Key Responsibilities
- Lead the implementation of CSDM-aligned CMDB architecture across Foundational, Design, Manage Technical Services, and Sell/Consume domains
- Lead ServiceNow Discovery, Service Mapping, and IRE strategy
- Ensure accurate modeling of Business Applications, Services, Service Offerings, and Infrastructure CIs
- Oversee integrations with cloud platforms, monitoring tools, asset systems, and third-party applications
- Guide troubleshooting of complex Discovery, IRE, and data reconciliation issues
- Lead hands-on development using Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer
- Review designs and code to ensure performance, scalability, and upgrade-safe development
- Define best practices for custom CMDB tables, attributes, and configurations
- Mentor and guide junior developers and CMDB administrators
- Enable impact analysis, change risk assessment, and root cause analysis
- Partner with ITOM teams to ensure end-to-end service visibility and dependency mapping
- Lead discussions with architects, process owners, and business stakeholders
- Provide CSDM training, documentation, and governance guidance
- Support audits, compliance, and enterprise governance requirements
- Define and govern CI classes, relationships, attributes, including OT/IoT CI modeling
- Own and continuously improve CMDB Health KPIs (Completeness, Correctness, Compliance)
- Manage CMDB Workspace developments, normalization, and deduplication initiatives
- Manage the DCM (Data Content Manager) application to improve the data quality of CMDB.
Required Skills & Experience
- A minimum of 5+ years of ServiceNow Development experience in ServiceNow Modules (ServiceNow ITSM, HAM, SAM, Discovery, CMDB/CSDM, Service Mapping)
- Must have active CIS-Data Foundations, CIS-Discovery, CIS-Service Mapping ServiceNow certifications. Addition certifications like CIS-EM, CIS-HAM, CIS-SAM certification are an added advantage.
- Solid understanding of IT infrastructure including servers, networks, databases, applications, and CSDM-aligned architecture
- Hands-on experience with Discovery, Service Mapping, Identification and Reconciliation Engine (IRE), and CMDB Health
- Experience with ServiceNow integrations using REST, SOAP, Web Services, and MID Server
- Experience working with Import Sets, Transform Maps, middleware, and discovery technologies, and data formats such as JSON and XML
- Experience in design and development across the full SDLC, including Domain Separation, and configuring workflows, forms, scripts, and underlying logic using scrum and agile methodologies.
- Strong troubleshooting and root-cause analysis skills
- Strong knowledge of ITIL processes with ITIL v4 best practices
- Exceptional Interpersonal Skills & Ability to work independently and with a team
- Excellent verbal/written communication, collaboration, analytical and presentation skills to lead an environment driven by customer service and teamwork.
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