CMDB Specialist - ServiceNow

Key Responsibilities :

CMDB Data Management :

- Ensure accuracy, integrity, and consistency of CMDB data.

- Manage Configuration Items (CIs), relationships, and lifecycle.

- Perform regular CMDB audits and data quality checks.

Process Integration :

- Align CMDB with ITIL processes including:

i. Incident Management

ii. Problem Management

iii. Change Management

iv. Request Management

- Ensure CMDB supports operational and business workflows effectively.

Discovery & Service Mapping :

- Implement, configure, and maintain:

i. ServiceNow Discovery

ii. Service Mapping

- Automate CMDB population and maintain accurate dependency mappings between CIs.

Governance & Standards :

- Define and enforce CMDB governance policies, procedures, and standards.

- Ensure compliance with organizational and regulatory requirements.

- Drive continuous improvement in CMDB maturity and adoption.

Reporting & Insights :

- Develop dashboards, reports, and service insights.

- Provide visibility into CMDB health, service impact, and dependencies.

- Support management and operational decision-making.

Troubleshooting & Optimization :

- Identify and resolve CMDB-related issues.

- Perform root cause analysis for data discrepancies.

- Recommend improvements in CMDB processes and operations.

Stakeholder Collaboration :

- Work closely with IT teams and business stakeholders.

- Support service strategy definition and business outcomes.

- Act as CMDB subject matter expert (SME).

Integrations :

- Design and manage integrations to feed accurate data into CMDB.

- Strong understanding of various integration methods (APIs, imports, middleware).

- Ensure high adoption and data accuracy across integrated systems.

Key Skills & Competencies :

- Strong expertise in ServiceNow CMDB architecture.

- Hands-on experience with Discovery & Service Mapping.

- Deep understanding of ITIL processes.

- CMDB governance & data quality management.

- Excellent analytical, troubleshooting, and communication skills.