ServiceNow CMDB and Discovery Supervisor

Job Summary

The ServiceNow Supervisor (M1) leads the CMDB & Discovery team (P3 and P2 engineers/administrators) and is accountable for daytoday run operations data quality service mapping accuracy and continuous improvement across the ServiceNow ITOM data foundation. This role combines people leadership with handson governance driving CMDB/CSDM alignment Discovery/MID Server reliability Service Mapping coverage Service Graph Connector health and auditready metrics that support ITSM/Change SRE/operations and portfolio decisions.

Responsibilities

1) People Leadership & Delivery Management

• Lead coach and develop a team of P3/P2 CMDB Discovery and Service Mapping practitioners; manage capacity prioritization and performance and foster a culture of code review documentation and knowledge sharing.
• Run daily ops: assign and track incident/defect/task intake oversee major incident SRT restore calls and ensure SLAs are met; coordinate sprint ceremonies and production change windows.
• Present monthly operational metrics to leadership (platform health CMDB health scorecards discovery coverage mapping progress connector runs) with actions and owners.

2) CMDB Governance Data Quality & CSDM Alignment

• Own CMDB health outcomes: drive corrections for completeness correctness compliance and relationship metrics; enforce class models ownership lifecycle states and reconciliation rules.
• Align the CMDB to CSDM (v4.x/5.0) and keep application/business/technology services modeled correctly; partner with ITSM/Asset/Architecture to uphold the data model and relationships.
• Chair/participate in a CMDB governance working group (with process owners app owners and architects) to approve changes to taxonomy identification rules (IRE) and data sources.

3) Discovery & MID Server Operations

• Supervise Discovery operations schedules patterns/probes credential strategies error triage and tuning to keep CI data fresh and reconciled; publish runbooks and hardening standards.
• Own MID Server reliability (installation standards patch/upgrade cadence OS hardening capacity pools isolation by purpose monitoring of queues/latency/heap); enforce credential hygiene and rotation.
• Partner with infra/app teams to validate coverage and remove blockers (ports DNS/TLS segmentation proxy WinRM/SSH readiness).

4) Service Mapping (Application & Business Services)

• Oversee service mapping creation/maintenance to keep service maps accurate in CMDB; choose the right approach (topdown/patterns tagbased/ML trafficbased) and scale with naming and tagging standards.
• Use maps to improve RCA/impact analysis and change planning; maintain quality gates and periodic revalidation.

5) Service Graph Connectors & IntegrationHub ETL

• Manage Service Graph Connector Central (SGCC) operations and the Common Connection Framework (CCF) for cloud/onprem sources (AWS Azure GCP SCCM monitoring tools); own run health failures and remediation.
• Enforce guided setup/playbooks IRE reconciliation and mapping frameworks to prevent duplicates and ensure near realtime accuracy in the CMDB.

6) Stakeholder Management & Reporting

• Act as primary operational POC for CMDB/Discovery with Security Network/Cloud Application Owners Audit/Compliance and the Platform Owner; drive decisions through data and agreed KPIs.
• Communicate progress risks and value: tie CMDB/CSDM maturity to APM/SPM consumption (e.g. service catalog accuracy impact analysis portfolio insights).

Qualifications

Required

• 610 years in enterprise IT with 35 years handson ServiceNow CMDB/Discovery/Service Mapping operations; experience supervising engineers/administrators.
• Proven execution of CMDB Health improvements and CSDM alignment (ownership lifecycle relationships IRE/reconciliation).
• Strong infrastructure fundamentals (Windows/Linux networks databases) cloud discovery (AWS/Azure/GCP) credential models and MID lifecycle.
• Familiarity with Service Graph Connector Central/CCF and IntegrationHub ETL; comfortable analyzing connector processing errors and data pipeline logs.
• Working knowledge of ITIL v4 (Incident/Change/Config/Release) Agile/Scrum and audit/compliance practices.

Preferred

• ServiceNow CSA CIS Discovery CMDB/CSDM microcerts; ITIL v4 Foundation.
• Experience with Instance Scan platform health scans and upgrade readiness governance.
• Scripting/automation exposure (JavaScript/PowerShell/Python) for discovery troubleshooting and data fixes.

Work Environment

• Hybrid fastpaced global collaboration; Agile/Scrum with oncall rotation management for major events/changes.

Candidates who are back-to-work people with disabilities without a college degree and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin ancestry age physical or mental disability sex sexual orientation gender identity/expression pregnancy veteran status marital status creed status with regard to public assistance genetic status or any other status protected by federal state or local law.

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