CMDB Lead- ITSM

Role & responsibilities

Essential

Desirable

• 58 years of relevant experience across ITSM, Knowledge Management, Configuration Management, CMDB governance or IT Operations.
• Strong understanding of ITIL principles, particularly Knowledge Management, Configuration Management, Incident, Problem and Change Management.
• ServiceNow CMDB experience, including CI records, CI relationships, ownership, lifecycle status, data quality and reporting.
• Strong understanding of CMDB concepts including Configuration Items, relationship modelling, service mapping and governance controls.
• Experience creating, maintaining, reviewing and improving operational documentation and knowledge content.
• Ability to establish governance frameworks, define standards and drive process compliance across multiple teams.
• Strong analytical, reporting and stakeholder communication skills.
• Quality orientated, results driven and able to manage competing priorities.
• ServiceNow Certified System Administrator, Certified Implementation Specialist, CMDB or relevant ServiceNow certification.
• Knowledge-Centred Service (KCS) certification or demonstrable KCS-aligned experience.
• Understanding of ServiceNow Common Service Data Model (CSDM).
• Experience with Discovery, automated CI population, reconciliation rules or CMDB health dashboards.
• Experience with AI-enabled Knowledge Management, automation, AIOps or predictive service management capabilities.
• Experience in large-scale, multi-site IT environments.
• Property, conveyancing, estate agency, finance, mortgage or residential property services experience.