ServiceNow CMDB Administrator

Overview

The Service Now CMDB Administrator is responsible for the operational health, accuracy, and governance of the Configuration Management Database (CMDB) within the Service Now platform. This role focuses on day-to-day administration, data quality, discovery operations, CI lifecycle management, and relationship integrity to ensure the CMDB reliably supports ITSM, ITOM, Change Management, Incident, and downstream reporting and compliance needs.

The CMDB Administrator partners closely with ITSM, ITOM, infrastructure, cloud, security, and application teams to ensure configuration data is complete, accurate, and actionable. This role does not lead development teams, but may collaborate with developers, architects, and platform teams on enhancements and automation.

• Administer and maintain the Service Now CMDB, ensuring data accuracy, completeness, and consistency across all CI classes.
• Enforce CMDB governance, policies, and standards including CI lifecycle management, naming conventions, and reconciliation rules.
• Maintain CI relationships and dependency mappings to support Incident, Change, Problem, and Service Mapping use cases.
• Monitor and remediate CMDB data quality issues using health dashboards, audits, and reconciliation processes.
• Partner with Change Management to ensure all infrastructure and application changes appropriately update CMDB records.
• Collaborate with ITOM, ITSM, cloud, and infrastructure teams to onboard new CI types and discovery sources.
• Identify and implement continuous improvements to CMDB processes, automation, and data consumption.
• Support audits, compliance, and risk initiatives by ensuring CMDB data aligns with required controls and evidence needs.
• Participate in platform upgrades, patches, and CMDB-related testing and validation activities.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience.
• 5+ years of overall IT experience in infrastructure, operations, or platform administration roles.
• 2–4+ years of hands-on experience administering Service Now CMDB and Discovery.
• Strong understanding of ITIL concepts, especially Configuration Management and Change Management.
• Experience supporting Incident, Request, Problem, and Change processes that rely on CMDB data.

• Experience with cloud discovery (e.g., Azure, Tanium).
• Familiarity with Agile delivery and Dev Ops operating models.
• Service Now certifications such as CSA, ITOM Discovery, or CMDB Fundamentals.

• Planning and Organization
  • Effectively scopes CMDB-related tasks and initiatives.
  • Prioritizes operational work alongside improvement efforts.
  • Anticipates data quality risks and proactively addresses them.

• Partners with internal teams to understand how CMDB data is consumed.
• Translates technical CMDB concepts into business-relevant outcomes.
• Builds trust through reliable data and consistent execution.

• Understands CMDB processes end-to-end and how they integrate with ITSM and ITOM workflows.
• Identifies inefficiencies and opportunities to simplify and automate CMDB operations.
• Applies metrics and dashboards to measure CMDB health and effectiveness.

• Clearly communicates CMDB standards, expectations, and changes.
• Works effectively with platform teams, infrastructure teams, and service owners.
• Documents processes, configurations, and operational procedures.