ServiceNow CMDB

Role & responsibilities

• Configure and administer ServiceNow CMDB aligned to CSDM
• Design and maintain CI class models, relationships, lifecycle states, and reconciliation rules
• Implement and operate ServiceNow Discovery and Service Mapping for Tier-1 / critical services
• Configure MID Servers, data sources, and automated CI ingestion
• Build and support integrations using IntegrationHub, APIs, and transform maps
• Implement de-duplication, source-of-truth, and certification controls
• Configure and monitor CMDB Health dashboards (completeness, correctness, compliance)
• Support CMDB use cases for Incident, Change, Problem, ITOM, and AIOps
• Produce technical documentation and support operational handover

2. Required Skills & Experience

• 46+ years of hands-on ServiceNow platform experience
• Strong expertise in:
• CMDB
• Discovery
• Service Mapping
• Integration Hub / APIs
• Proven experience implementing CSDM
• Experience in banking or regulated environments preferred
• Strong understanding of CI lifecycle, service modelling, and dependency mapping
• ServiceNow certifications (CSA, CIS, CSDM) desirable

3. Deliverables & Success Measures

• CSDM-aligned CMDB implemented and operational
• 95% CMDB data quality (completeness and accuracy)
• Tier-1 services fully mapped with validated dependencies
• Reduction in manual CMDB updates and incident impact assessment time
• Audit-ready CMDB with defined ownership and certification

4. Business Outcome will establish a trusted, automated CMDB foundation enabling:

• Faster and more accurate incident impact analysis
• Improved change risk assessment
• Operational resilience for critical services
• AI-ready service management and AIOps capabilities