Job Description :

We are seeking an experienced ServiceNow ITOM Specialist with strong expertise in CMDB operations, Discovery, Data Quality Management, and Service Mapping support. The role involves managing CMDB as a trusted system of record, ensuring high data quality, improving discovery coverage, and supporting service mapping initiatives. The ideal candidate will have hands-on experience in ServiceNow ITOM modules, strong analytical skills, and the ability to drive operational excellence through continuous improvements.

Key Responsibilities :

1. CMDB BAU Operations & Run (Operate/Maintain) :

- Manage and operate ServiceNow CMDB ensuring availability, reliability, and optimal performance

- Monitor CMDB jobs, schedules, and integration health indicators

- Manage CMDB-related queues and platform operations

- Perform routine housekeeping activities (e.g., stale CI cleanup, archival processes)

- Maintain CMDB platform stability across upgrades and releases

- Ensure CMDB configurations are aligned with governance standards

2. Data Quality Management (DQ) & Remediation :

- Define and enforce CMDB Data Quality (DQ) rules, policies, and thresholds

- Monitor DQ dashboards and generate exception reports

- Identify, triage, and remediate data quality issues (completeness, correctness, compliance, currency)

- Perform bulk updates, normalization, and targeted corrections

- Conduct root cause analysis to prevent recurrence of data defects

- Improve overall CMDB data reliability for ITSM, ITOM, Asset, and Reporting processes

3. Discovery Operations Support & Coverage :

- Improvement Support and maintain ServiceNow Discovery operations

- Monitor and manage MID Server health (connectivity, performance, queues)

- Perform credential and schedule health checks

- Troubleshoot discovery errors and pattern-related issues

- Collaborate with infrastructure teams for access and prerequisites

- Track and improve discovery KPIs such as : Coverage Success rate Orphaned/unidentified CIs Drive initiatives to reduce manual CI creation and enhance automated discovery

4. CMDB Incident/Request Handling (Operate/Support) :

- Manage CMDB-related incidents and service requests

- Perform ticket triage, categorization, and impact analysis

- Resolve issues related to : CI data corrections Relationship fixes Access requests Discovery/service mapping failures Coordinate with resolver groups for escalations Ensure timely communication and closure validation Minimize CMDB-related operational disruptions

5. Service Mapping Support & Relationship :

- Integrity Support Service Mapping implementation and operations

- Assist in service onboarding readiness and prerequisites

- Validate discovered relationships and service models

- Resolve mapping exceptions and improve mapping accuracy

- Reduce unknown/unmapped components

- Ensure relationship integrity for critical business services

- Enable better incident impact analysis and change risk assessment

Required Skills & Qualifications

- 8 to 15 years of IT experience with strong focus on ServiceNow ITOM

- Hands-on experience in : CMDB management and governance ServiceNow Discovery MID Server administration Service Mapping

- Strong understanding of CI lifecycle and relationship models

- Experience with data quality frameworks and remediation techniques

- Knowledge of ITSM processes (Incident, Change, Problem, Asset)

- Familiarity with integrations and CMDB data sources Strong troubleshooting and analytical skills

Good to Have Skills :

- ServiceNow ITOM certifications Experience with Cloud Discovery (AWS, Azure, GCP)

- Knowledge of Event Management / AIOps Scripting knowledge (JavaScript, Glide APIs)

- Experience in large-scale enterprise CMDB environments

Key Competencies :

- Problem-solving and analytical thinking Stakeholder management and communication

- Attention to detail and data accuracy

- Continuous improvement mindset

- Ability to work in a fast-paced, multi-team environment

Business Outcomes / Success Metrics :

- Improved CMDB data accuracy and reliability Increased discovery coverage and success rates Reduced data quality defects and backlog Enhanced service mapping accuracy Faster resolution of CMDB-related incidents

Must Have Skills :

- Required Skills & Qualifications 8-15 years of IT experience with strong focus on ServiceNow ITOM

- Hands-on experience in : CMDB management and governance ServiceNow Discovery MID Server administration Service Mapping

- Strong understanding of CI lifecycle and relationship models Experience with data quality frameworks and remediation techniques Knowledge of ITSM processes (Incident, Change, Problem, Asset)

- Familiarity with integrations and CMDB data sources Strong troubleshooting and analytical skills

Good to Have Skills :

- ServiceNow ITOM certifications Experience with Cloud Discovery (AWS, Azure, GCP) Knowledge of Event Management / AIOps Scripting knowledge (JavaScript, Glide APIs) Experience in large-scale enterprise CMDB environments