CMDB Process Consultant

Role & responsibilities

CMDB Process and Governance

• Define, document, and maintain CMDB policies, standards, operating procedures, and governance frameworks.
• Establish and improve configuration management processes aligned with ITIL best practices.
• Define CI lifecycle processes including onboarding, update, retirement, decommissioning, and exception handling.
• Facilitate CMDB governance forums, workshops, and periodic data quality reviews.
• Create and maintain process documents, SOPs, control checklists, and operating procedures.

ServiceNow CMDB Management

• Support configuration and maintenance of ServiceNow CMDB data model, CI classes, tables, and relationships.
• Define CI ownership, support group, business service, application service, and operational attribute standards.
• Support adoption of Common Service Data Model (CSDM) principles and service modeling practices.
• Ensure consistent CI relationship mapping across infrastructure, applications, services, and business capabilities.
• Collaborate with ServiceNow administrators and developers for CMDB enhancements, reports, and dashboards.

Data Quality, Reconciliation, and Controls

• Define and monitor CMDB data quality KPIs such as completeness, correctness, uniqueness, timeliness, and relationship accuracy.
• Support Identification and Reconciliation Engine (IRE) rules, deduplication, CI matching, and source priority definition.
• Drive stale CI identification, remediation, validation, and retirement processes.
• Perform CMDB audits, data profiling, data cleansing, and exception tracking.
• Recommend continuous improvement actions to improve CMDB accuracy and operational reliability.

Discovery and Integration Support

• Work with discovery and integration teams to onboard new data sources into ServiceNow CMDB.
• Validate discovered CI data, CI class mapping, transform maps, and relationship population.
• Support integrations with discovery tools such as ServiceNow Discovery, Device42, SCCM, cloud discovery sources, and third-party inventory platforms.
• Define source-of-truth strategy, attribute ownership, data precedence, and reconciliation approach.
• Participate in discovery coverage reviews, exception handling, and operational troubleshooting.

Stakeholder and Process Consulting

• Coordinate with infrastructure, cloud, network, application, operations, and service management stakeholders.
• Conduct workshops, process walkthroughs, training sessions, and governance reviews.
• Prepare CMDB maturity assessments, recommendations, status reports, and leadership presentations.
• Support audit, compliance, and transformation initiatives involving CMDB and service management data.

3. Required Skills and Experience

• Minimum 5+ years of relevant IT experience with strong exposure to Configuration Management and ServiceNow CMDB.
• Hands-on knowledge of ServiceNow CMDB module, CI classes, relationships, attributes, and data model concepts.
• Good understanding of ITSM modules including Incident, Change, Problem, Request, and Asset/Configuration Management.
• Experience with CMDB governance, data quality management, CI lifecycle controls, and audit readiness.
• Knowledge of ServiceNow Identification and Reconciliation Engine (IRE), duplicate CI handling, and reconciliation rules.
• Experience in discovery data validation, integration support, transform maps, import sets, and data loading processes.
• Good understanding of infrastructure domains such as Windows, Linux, VMware, Network, Storage, Database, and Cloud platforms.
• Strong documentation, communication, workshop facilitation, and stakeholder management skills.

4. Preferred Skills

• ServiceNow CIS-CMDB certification or ServiceNow Administrator certification.
• ITIL Foundation or ITIL 4 certification.
• Experience with CSDM, Service Mapping, Discovery, ITOM, ITAM, or HAM/SAM processes.
• Experience with discovery platforms such as Device42, Flexera, SCCM, or cloud-native inventory tools.
• Experience in large-scale CMDB remediation, consolidation, migration, or transformation programs.
• Knowledge of AWS, Azure, GCP, hybrid cloud, data center infrastructure, and application dependency mapping.

Preferred candidate profile

Process Consulting

Ability to define, improve, and govern CMDB and ITSM processes.

Analytical Thinking

Ability to assess data quality issues, identify root causes, and recommend corrective actions.

Stakeholder Management

Ability to work with technical SMEs, application owners, service owners, and leadership teams.

Documentation

Ability to prepare SOPs, process flows, governance documents, dashboards, and executive summaries.

Technical Awareness

Understanding of infrastructure, cloud, discovery, integrations, and ServiceNow platform concepts.