ServiceNow CMDB Associate

Job Summary :

We are looking for a highly experienced ServiceNow CMDB Associate to lead the design, governance, optimization, and strategic evolution of the Configuration Management Database (CMDB) within the ServiceNow platform. This role owns CMDB architecture, advanced troubleshooting, integrations, and data governance while serving as the highest escalation point for CMDB-related issues and enhancements.

Key Responsibilities :

CMDB Architecture & Ownership:

• Own the end-to-end CMDB architecture within ServiceNow

• Design and maintain CI class models, relationships, and lifecycle standards

• Define and enforce CMDB governance, policies, and best practices

• Act as the L3 escalation point for complex CMDB issues

Discovery, Service Mapping & Integrations:

• Architect and optimize ServiceNow Discovery and Service Mapping

• Design identification and reconciliation rules across multiple data sources

• Lead integrations with cloud platforms ( Azure), on-prem tools, and third-party systems

• Troubleshoot advanced discovery failures, pattern issues, and credential problems

Data Quality, Compliance & Governance:

• Drive CMDB data accuracy, completeness, and consistency

• Define and monitor CMDB health KPIs and dashboards

• Lead CMDB audits, compliance checks, and remediation initiatives

• Implement normalization, deduplication, and CI lifecycle automation

Platform Engineering & Automation:

• Develop and review advanced CMDB configurations and scripts (JavaScript, Glide API)

• Lead CMDB-related platform upgrades, patches, and regression testing

• Implement automation to improve discovery, reconciliation, and data maintenance

• Collaborate with architecture and DevOps teams on enterprise automation strategies

Leadership & Mentorship :

• Review CMDB changes and designs for quality and compliance

• Act as a trusted advisor to stakeholders, platform owners, and leadership

• Support major incidents, problem management, and RCA activities

Required Skills & Qualifications :

Core Technical Skills:

• Expert-level experience with ServiceNow CMDB

• Strong expertise in ITOM Discovery, Service Mapping, and Event Management

• Deep knowledge of CI classes, relationships, identification & reconciliation rules

• Advanced ServiceNow scripting (JavaScript, Script Includes, Glide API)

• Strong understanding of ITIL Configuration Management & ITSM processes

Tools & Platforms :

• ServiceNow ITOM / CMDB

• Cloud platforms: Azure

• Infrastructure tools: SCCM, SNMP, MID Servers

Certifications (Preferred) :

• ServiceNow Certified Implementation Specialist – CMDB

• ServiceNow ITOM Discovery

• ServiceNow System Administrator / Application Developer

• ITIL Foundation or higher

Soft Skills :

• Strong leadership and decision-making capabilities

• Excellent stakeholder communication and presentation skills

• Analytical mindset with strong problem-solving abilities

• Ability to work in complex, large-scale enterprise environments

Nice to Have :

• Experience with multi-domain ServiceNow instances

• CMDB transformation or large migration experience

• Exposure to AIOps or predictive analytics

• Experience in regulated industries (banking, healthcare, telecom)