ServiceNow ITOM CMDB Architect

With deep expertise in ServiceNow platform architecture and ITOM best practices, the incumbent will collaborate with cross-functional teams—including IT service management, infrastructure, security, and application owners—to align CMDB strategy with business objectives. This role demands a blend of technical mastery, architectural vision, and change leadership to drive digital transformation and operational efficiency across complex, global IT ecosystems.\n\nResponsibilities\nDesign and implement enterprise-grade CMDB architecture within the ServiceNow ITOM platform, ensuring alignment with ITIL and ITSM best practices.\nLead the development of data models, relationship mappings, and classification schemes to support accurate and actionable service dependency visualization.\nEstablish and enforce CMDB data governance policies, including data quality standards, ownership frameworks, and stewardship processes.\nDrive the integration of CMDB with other ServiceNow modules (e.g., Incident, Change, Problem, Service Mapping) and external systems (e.g., discovery tools, asset management, cloud platforms).\nOversee the configuration and optimization of ServiceNow Discovery and Service Mapping to ensure accurate and real-time asset and dependency data collection.\nDevelop and maintain CMDB lifecycle management processes, including data cleansing, reconciliation, and automation rules.\nChampion the adoption of CMDB capabilities across business units through training, documentation, and stakeholder engagement.\nProvide technical leadership and mentorship to junior architects and developers on CMDB design and implementation.\nConduct regular CMDB health assessments, performance audits, and maturity evaluations to ensure continuous improvement.\nCollaborate with enterprise architects to align CMDB strategy with broader digital transformation and cloud migration initiatives.\n\nRequirements:\nBachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree or certifications (e.g., ITIL v4, ServiceNow Certified System Administrator, ServiceNow Certified Application Developer, CMDB Specialist) are highly preferred.\n10+ years of progressive experience in IT service management, with at least 5 years focused specifically on ServiceNow CMDB and ITOM implementations.\nExpert-level proficiency in ServiceNow platform architecture, including CMDB data model design, workflow automation, integration frameworks, and reporting.\nDeep understanding of ITIL v4 frameworks, particularly in service asset and configuration management (SACM), incident, change, and problem management.\nProven experience leading end-to-end CMDB implementations across large, complex, multi-platform environments.\nStrong skills in ServiceNow Discovery, Service Mapping, and data integration using REST/SOAP APIs, MID Server, and middleware tools.\nExperience with data governance, master data management (MDM), and data quality assurance in enterprise systems.\nExcellent problem-solving abilities, with a track record of resolving complex data inconsistencies and relationship mapping challenges.\nStrong communication and stakeholder management skills, capable of translating technical concepts for business and technical audiences.\nExperience working in regulated industries (e.g., finance, healthcare, government) is a plus.