- Hands on CMDB Ownership and Discovery Expertise

- Demonstrated end to end ownership of the Configuration Management Database (CMDB), with a strong focus on managing, optimizing, and governing ServiceNow Discovery and Service Mapping capabilities.

- Highly skilled in ensuring CMDB data accuracy, completeness, and compliance through continuous monitoring, proactive issue identification, and timely resolution aligned with organizational and industry standards.

- Experienced in preparing CMDB data for internal and external audits by enforcing governance controls, validating critical CI attributes, and ensuring discovery schedules, patterns, probes, and MID Servers function efficiently and reliably.

- Proven ability to drive continuous improvements that enhance the reliability, usability, and business value of the CMDB across enterprise environments.

Deep Understanding of CI Classes and Relationships :

- Possesses a strong command over Configuration Item (CI) class structures, CI relationships, and the overall ServiceNow CMDB data model.

- Experienced with normalization, reconciliation, and identification rules, as well as mapping CI attributes accurately to relevant infrastructure, application, and service components.

- Capable of designing, maintaining, and optimizing meaningful CI relationships that support accurate service maps, impact analysis, dependency mapping, and operational workflows critical to IT operations and business continuity.

Track Record of Improving CMDB Data Quality and ITSM Integration :

- Proven success in improving CMDB health scores and data quality KPIs by implementing robust governance frameworks, automated validation rules, exception handling, and quality dashboards.

- Extensive experience integrating CMDB with IT Service Management (ITSM) processes-including Change Enablement, Incident Management, and Problem Management-to strengthen root cause analysis, impact assessments, change planning, and service reliability.

- Recognized for driving adoption of CMDB best practices across cross- functional teams and fostering accountability for data ownership.

Familiarity with ITIL v4 and ITAM Concepts :

- Solid understanding of ITIL v4 practices, particularly Service Asset and Configuration Management (SACM), Change Enablement, Incident Management, and Problem Management.

- Knowledgeable in IT Asset Management (ITAM) concepts such as Hardware Asset Management (HAM), Software Asset Management (SAM Pro), asset lifecycle tracking, and End- of- Life/End- of- Support (EOL/EOS) analysis.

- Able to align CMDB strategy with ITSM and ITAM frameworks to support cohesive enterprise governance and compliance.

Technical Troubleshooting, Discovery Analysis, and Optimization :

- Highly skilled in analyzing discovery logs, identifying connectivity gaps, and troubleshooting issues related to credentials, patterns, probes, and Discovery MID Servers.

- Capable of assessing discovery coverage, resolving CI classification issues, improving pattern logic, and optimizing discovery processes to achieve consistent and accurate CI identification across complex hybrid and cloud environments.

Team Mentoring, Stakeholder Collaboration, and Leadership :

- Experienced in mentoring junior team members, sharing knowledge on CMDB design principles, discovery processes, and ServiceNow best practices.

- Adept at collaborating with technical SMEs, business stakeholders, and leadership teams to ensure clear communication, effective coordination, and alignment of CMDB objectives with business goals.

- Strong governance and leadership capabilities, including facilitating CAB meetings, leading working groups, presenting insights to leadership, and translating complex CMDB concepts into clear business value.

ServiceNow Integration and Principal CI Class Knowledge (Good-to-Have) :

- Familiar with ServiceNow integration capabilities, including API- based integrations, data imports, and automation workflows that support CMDB enrichment and synchronization.

- Deep understanding of principal CI classes across infrastructure, applications, networks, cloud platforms, and services, enabling effective design, service mapping, and lifecycle governance of the CMDB.