ServiceNow CMDB & ITOM Lead Architect

ServiceNow CMDB & ITOM Lead Architect

Role Summary

We are seeking a ServiceNow CMDB & ITOM Lead / Solution Architect to design build and operationalize CMDB and ITOM capabilities in ServiceNow from the ground up. The current ServiceNow platform has ITIL modules implemented only with no CMDB or ITOM implementation in place from a technical or process perspective. CMDM & ITOM technical architect will be responsible for defining strategy designing architecture leading implementation and establishing governance to ensure a sustainable and trustworthy CMDB and ITOM ecosystem.

Key Responsibilities

Define CMDB and ITOM target architecture aligned to business services operational support and compliance requirements.

Establish the CMDB operating model including ownership stewardship governance cadence KPIs and continuous improvement roadmap.

Define CI model class hierarchy attribute standards naming conventions relationship models and lifecycle states.

Design and implement CMDB from scratch following ServiceNow best practices.

Define CI identification reconciliation and de-duplication strategies.

Configure CI classes relationships lifecycle rules and data policies.

Establish CMDB Health framework including completeness correctness and compliance metrics.

Create CMDB governance processes including certification auditing and exception handling.

Implement ITOM Discovery including MID Server architecture credential management schedules probes and troubleshooting.

Implement Service Mapping for critical business and application services using top-down and tag-based approaches.

Implement Event Management including event ingestion normalization correlation rules and alert lifecycle.

Define ITOM onboarding standards and service onboarding templates.

Design and implement integrations with monitoring infrastructure virtualization directory services and cloud platforms.

Enable event-to-incident automation and routing aligned with Incident Problem and Change processes.

Key Responsibilities

Process Enablement & Adoption

Define and document processes for CI onboarding CI ownership certification and lifecycle management.

Facilitate workshops with Infrastructure Network EUC Application and Security teams.

Develop training materials and provide knowledge transfer for steady-state operations.

Key Responsibilities

Delivery & Governance

Produce solution design documents CI standards governance frameworks and implementation roadmaps.

Lead delivery using Agile or phased implementation models.

Support testing go-live readiness hypercare and transition to operations.

Required Skills & Experience

8 years of ServiceNow platform experience with strong hands-on expertise in CMDB and ITOM.

Proven experience delivering greenfield CMDB and ITOM implementations.

Strong understanding of infrastructure domains including servers networks storage and EUC.

Strong stakeholder engagement and process design skills.

Preferred Certifications

ServiceNow Certified System Administrator (CSA).

ServiceNow CIS CMDB Discovery Service Mapping or Event Management.

ITIL Foundation or higher.