ServiceNow CMDB

Job Description

Key Responsibilities:

CMDB Configuration and Customization:

• Configure maintain and update ServiceNow CMDB and related plugins Workspaces and their components and features to meet business requirements.
• Develop and maintain workflows forms scripts and automation processes as needed.
• Implement new functionalities and enhancements including planning and testing for upcoming upgrades and patching.
• Configure and support components required to support the CSDM framework.
• Ensure CMDB Health and Integrity KPIs are consistently maintained.
• Consult with and support the requirements needed of CMDB by application and module product owners and developers.

CMDB Data Sources Configuration and Maintenance:

• Configure and maintain ITOM Visibility applications and related supporting components including Mid Servers and their functionality.
• Configure and maintain Service Graph and its connectors.
• Configure and maintain Integration Hub spokes and integrations related to CMDB.
• Maintain platform security and compliance with organizational policies.

CMDB and Data Sources Maintenance and Upgrades:

• Perform regular maintenance including monitoring performance and conducting health checks.
• Plan and execute upgrades and patches for CMDB and ITOM Visibility components and related plugins ensuring minimal disruption to services.
• Coordinate with vendors or internal groups for maintenance changes and enhancements to data sources or CMDB configuration and settings.

CMDB Integrity Management:

• Provide technical support for CMDBCSDM ITOM Visibility Service Graph and Integration Hub related issues troubleshooting problems and implementing solutions.
• Utilize Data Manager lifecycle attestion to provide integrity audit. Collaborate with IT teams to resolve CMDB inventory and other integrity issues to prevent future occurrences and maintain a healthy CMDB.
• Perform daily Discovery and other data source log validation and consult with IT teams to resolve any issues causing inventory issues.

Integration Management:

• Manage integrations between ServiceNow and other enterprise systems using SOAP REST and other relevant technologies.
• Ensure data consistency and integrity across integrated platforms.

Documentation and Training:

• Create and maintain technical documentation including configuration process procedure policy and architectural design.
• Create and provide reporting on CMDB status and health and planned enhancements changes and projects.
• Provide training and support to end-users and stakeholders to promote effective CMDBCSDM use.

Compliance and Governance:

• Ensure adherence to platform and CMDB governance management and compliance standards as outlined in organizational manuals policy and internal departmental documents.
• Conduct regular audits and reviews to maintain compliance with internal and external regulations.

Qualifications:

Education:

• Bachelors degree in Information Technology Computer Science or a related field. Relevant experience may be considered in lieu of a degree.

Experience Requirements:

• 3-5 years of experience within an enterprise environment for ServiceNow CMDB CSDM and ITOM Visibility administration configuration operational support and enhancement development.
• Experience working across multiple ServiceNow instances (Production Sub-Production Dev Test).
• Strong understanding of Configuration Management under the Common Service Data Model their relation to and in support of Asset Management.
• Knowledge of CMDBCSDM relation to and use of foundational core data and their combined relation to and support provided to ITSM CSM SPM and SecOps application modules.
• Strong experience with ITOM Discovery Service Mapping Service Graph Integration Hub Identification and Reconciliation Engine (IRE) within a multi-source CMDB environment.
• Strong experience with Discovery pattern configuration and customization through Pattern Designer custom classes and probes and sensors.
• Strong experience deploying configuring and supporting Mid Servers and all of their capabilities.
• Experience with on-prem and cloud environment Discovery and schedules.
• Experience with Service Graph Connector configuration for resource and OS-level discovery for at least AWS and Azure environments.
• Experience working within relevant Workspaces for CMDB Discovery Admin and Cloud Discovery.
• Experience working within CMDB Data Manager and building templates and processing tasks for de-duplication and lifecycle management.
• Experience with supporting changes for CMDB and ITOM Visibility during instance upgrade and patching.
• Hands-on experience with workflow automation scripting and integrations.
• Familiarity with ITIL framework and change management processes.
• Experience working across a combined TeamSpace(Project) and Agile development environment.

Technical Skills:

ServiceNow CMDB Administration & Configuration

• Provide support for implementing new business initiatives new functionality projects and requests involving CMDB CSDM ITOM Visibility and Service Graph.
• Configuration support and enhancement of CMDB CSDM ITOM Visibility and Service Graph.
• CMDB and Discovery process oversight health monitoring issue remediation maintenance processes and status and trend reporting.
• Provide support to agile development teams for implementing enhancements.
• Plan Test and implement plugin and application upgrades for CMDB CSDM ITOM Visibility and Service Graph.

Scripting & Development

• JavaScript GlideScript and AngularJS for ServiceNow scripting.
• Business Rules Client Scripts UI Policies UI Actions for automation.
• ServiceNow Flow Designer and Orchestration for process automation.

Integrations & Data Management

• REST/SOAP APIs Integration Hub and MID Servers for third-party integrations.
• Data Management jobs for CI maintenance.
• CMDB data source integrations Service Graph and Service Mapping.

Reporting & Analytics

• Custom dashboards Performance Analytics and scheduled reports.
• KPI tracking and real-time monitoring using Performance Analytics Widgets.

Compliance & Governance

• Maintain adherence to CSDM guidelines for CMDB
• ITIL processes GDPRcompliance where applicable.
• Participation in audits governance meetings and license audits.

Preferred Certifications (Optional but Highly Desirable):

• ServiceNow Certified Implementation Specialist - Discovery (CIS-D) (Required)
• CMDB Fundamentals ILT (Micro-Certification) (Required)
• ServiceNow Certified System Administrator (CSA)
• ITIL 4 Foundation Certification

Key Competencies:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on quality and continuous improvement.
• Adaptability to evolving technologies and processes.