Service Engineer 2

The ServiceNow ITOM/CMDB Specialist is responsible for maintaining accurate and reliable CMDB data within the ServiceNow platform while supporting IT Operations Management (ITOM) capabilities. The role ensures all Configuration Items (CIs) and relationships are properly managed to provide end-to-end visibility of IT services.

Key responsibilities include managing the CMDB lifecycle, performing data quality audits, and enforcing governance standards within ServiceNow. The role works extensively with ServiceNow ITOM modules such as Discovery, Service Mapping, and Event Management to ensure automated and up-to-date data population.

A major focus is on ServiceNow Service Mapping, building and maintaining service maps to identify dependencies between applications, servers, databases, and network components. The role ensures alignment between discovered data and CMDB records, improving service visibility and impact analysis.

The specialist collaborates with infrastructure, cloud, and application teams, supports ITIL processes (Incident, Change, Problem), and drives continuous improvement by resolving data discrepancies and optimizing ServiceNow ITOM capabilities.

Core Skills: ServiceNow CMDB, ITOM (Discovery, Service Mapping, Event Management), ITIL processes, CI relationship management
Objective: Improve service visibility, data accuracy, and operational efficiency using ServiceNow ITOM and CMDB